Efficient workplace planning and designing strategies to reduce waiting time in the outpatient departments (OPD) of government hospitals in Sri Lanka

Abstract

The waiting time is a major challenge for government hospitals around the world, particularly in developing countries, due to inefficient design and limited facilities. This waiting time causes long queues, especially in service providing facilities. Hence, queuing is considered a key performance indicator when evaluating the performance of healthcare facilities. The outpatient department (OPD) is the main division of a hospital that handles a large number of patients daily. This research aimed to provide solutions for minimising waiting time in OPD premises through efficient planning and designing strategies. This study applied the queuing theory for two case studies to analyse the waiting time of the patients at the OPD. Hospital records and field observations were used to gather data. Further solutions for minimising the waiting time were identified using semi-structured interviews with hospital management and a questionnaire survey with patients at OPD. Field observations revealed that there were long waiting queues and long waiting times at the registration counter and the consultant rooms. Due to increased demand for OPD services, unnecessary arrivals, a lack of resources, and patients’ ignorance of OPD procedures were identified as causes of overcrowding. Further, to minimise waiting time at the OPD, it should leverage the efficient designs with properly placed inquiry counters, walkways, and directions; provide adequate facilities such as a spacious waiting area, and restructuring should be implemented. The findings of the research mark valuable insights into government hospitals, and the proposed solutions will be useful for hospital management.