An M/M/1 and M/M/2 queuing solution to improve virtual scheduling in healthcare

Abstract

More and more hospitals and healthcare providers are using virtual queues to better schedule patients. By participating in virtual queues, patients can avoid the prolonged and unpredictable waiting times at healthcare facilities. However, as long as there is a queue, patients will still experience frustration and fear with making the wrong decision during their waiting period. Using queuing theory, this paper provides a virtual queuing system (M/M/1 and M/M/2 models) that incorporates an added service feature that can reduce frustration, minimise fear and improve the delivery of e-healthcare. Two additional potential benefits that can accrue from this proposed virtual system are job creation and revenue generation.