Simulation of customer flows in a polyclinic: Case study

Abstract

This article represents a specific case study on customer flows in a multi-storey polyclinic. The study is focused primarily on the problem of customer comfort in terms of waiting room capacities and other bottlenecks of the system. Clear recommendations on future reconstructions of the polyclinic were based on the case study. The scope of the study covers uncommon situations (dysfunctional lift) as well. An arena software program was utilised for realisation. The entirety of the case study was realised by the team; from data collection and analysis, through creation of a simulation model, all the way to data evaluation and preparation of alternative scenarios.