Modeling Health Service Centers with Simulation and System Dynamics

Abstract

This paper describes the simulation modeling for redesigning health service centers at a medical consultation corporation Ltd. Research was performed in an effort to improve health service, in particular to reduce average waiting times as well as their variability. Discrete-event simulation modeling provided valuable input into new facility design decisions and showed the efficacy of pooling sources of variation, particularly patient demand and service times. Initial performance of the redesigned facilities was positive; however, dynamic feedback within the system of service centers eventually resulted in unanticipated performance problems. System dynamics models were developed to help predict these implementation problems and suggest some ways to improve results.