This paper deals with analyzing queueing system in a doctor's office in Vienna in order to understand whether combination of internet and phone-based appointments system helped to reduce queues in a waiting room. As it can be concluded...
moreThis paper deals with analyzing queueing system in a doctor's office in Vienna in order to understand whether combination of internet and phone-based appointments system helped to reduce queues in a waiting room. As it can be concluded from the analyses of queueing systems, utilization rate in the queue to the administrator is rather low-25 %. However, registering of new patients is not the main work of administrators. They have to answer calls, help with paper work, make appointments etc. Waiting time in this queue is low, patients are served quickly and no improvements are needed. The second queue, to the doctor, hast high utilization rate, as doctor is working with short breaks only but also long mean waiting time in a queue.
