Assessing the queuing process using data envelopment analysis:an application in health centres


Queuing is one of the very important criteria for assessing the performance and efficiency of any service industry, including healthcare. Data Envelopment Analysis (DEA) is one of the most widely-used techniques for performance measurement in healthcare. However, no queue management application has been reported in the health-related DEA literature. Most of the studies regarding patient flow systems had the objective of improving an already existing Appointment System. The current study presents a novel application of DEA for assessing the queuing process at an Outpatients’ department of a large public hospital in a developing country where appointment systems do not exist. The main aim of the current study is to demonstrate the usefulness of DEA modelling in the evaluation of a queue system. The patient flow pathway considered for this study consists of two stages; consultation with a doctor and pharmacy. The DEA results indicated that waiting times and other related queuing variables included need considerable minimisation at both stages.

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Divisions: College of Business and Social Sciences > Aston Business School > Operations & Information Management
College of Business and Social Sciences > Aston Business School > Aston India Foundation for Applied Research
College of Business and Social Sciences > Aston Business School
Additional Information: The final publication is available at Springer via
Uncontrolled Keywords: appointment scheduling system,data envelopment analysis,healthcare,patient flow,queuing,Medicine (miscellaneous),Health Informatics,Health Information Management,Information Systems
Publication ISSN: 1573-689X
Last Modified: 19 Apr 2024 07:12
Date Deposited: 01 Dec 2015 11:45
Full Text Link: http://link.spr ... 0916-015-0393-1
Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL)
PURE Output Type: Article
Published Date: 2016-01
Published Online Date: 2015-11-11
Accepted Date: 2015-10-22
Submitted Date: 2015-10-09
Authors: Safdar, Komal A.
Emrouznejad, Ali (ORCID Profile 0000-0001-8094-4244)
Dey, Prasanta K. (ORCID Profile 0000-0002-9984-5374)



Version: Accepted Version

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