CUED Publications database

An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory.

Komashie, A and Mousavi, A and Clarkson, PJ and Young, T (2015) An Integrated Model of Patient and Staff Satisfaction Using Queuing Theory. IEEE J Transl Eng Health Med, 3. 2200110-. ISSN 2168-2372

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Abstract

This paper investigates the connection between patient satisfaction, waiting time, staff satisfaction, and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the effective satisfaction level model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely, experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation.

Item Type: Article
Uncontrolled Keywords: Patient satisfaction queuing theory service time staff satisfaction waiting time
Subjects: UNSPECIFIED
Divisions: Div C > Engineering Design
Depositing User: Cron Job
Date Deposited: 17 Jul 2017 19:22
Last Modified: 21 Nov 2017 03:46
DOI: