‘Queuing-Model’ to optimize Patient waiting time in Out Patient Department (OPD) of a Super-speciality public hospital of India.

Background Increase in waiting time not only negatively impact patient satisfaction, but also raises the patient sufferings. One of the methods that can be employed for creating optimal utilization model for patient queues in OPD is using Queuing Theory Model. In this study we have created a Model using M/M/C technique. Under two different scenarios, one with hypothetical increase in the number of serving OPD rooms and the second one with a hypothetical control mechanism for controlling the number of arriving patients. Methods This is a cross sectional study, data was collected prospectively by observing the patient flow and by interviewing the doctors. Collected data was entered in Microsoft Excel and was analysed using TORA optimization System, Windows®-version 2.00. Results Data was analysed under two different categories of hypothetical scenarios. It was observed that waiting time for OPD patients can significantly reduced, by increasing the number of servers (OPD rooms) and / or creating a waiting area for patients and controlling the entry of patients to OPD registration counters.