Queueing and Service Patterns in a University Teaching Hospital

Abstract

Analysis of queueing and service times is essential for designing effective congestion control at a service point. The objective of this is to be able to offer satisfactory service to waiting
customers with minimum delay. In this study, using University of Abuja Teaching Hospital as a case study, we compared the queueing and service patterns in major key service departments of the hospital. Analysis of the data gathered showed that arrival and departure times follow Poison distribution with the M/M/I queueing model. Results from data analysis show that service delay
which leads to long queue occur mostly at the consultancy department, followed by the pharmacy department. Very little or no delay at all occur at the records department.