A Systems Analysis of a University-Health-Service Outpatient Clinic

This paper presents a case study on the use of mathematical-computer models in developing operating policies for a university-health-service outpatient clinic. Based on results predicted by the models, actual policy changes were made in the system; the paper compares the subsequent real-world results with those predicted by the models. The comparison demonstrated the validity of the models, and significant improvements were realized in the changed system. An analysis of daily arrival patterns was used to schedule more appointment patients during periods of low walk-in demand in order to smooth the overall daily arrivals. A Monte Carlo simulation model showed the effects of alternative decision rules for scheduling appointment periods during the day to increase patient throughput and physician utilization.