Journal of Contemporary Issues in Business and Government

Abstract

The purpose of this research paper was to suggest the optimum service level of queuing
system of reception and the outpatient department during COVID-19 pandemic. The data was
collected from the reception and OPD of the ABC public hospital of Hyderabad. Data
included, the arrival times, service times of patients and number of doctors and receptionist at
the workplace, their salaries and waiting cost of patients. Input analysis of patients` arrivals
and service was conducted by in input analyzer of Rockwell Arena software. TORA
optimization software was used for the calculation of performance measures. Various costs of
queuing system were calculated in MS Excel and the required graphs were also plotted. After
the in-depth analysis, it was revealed that one receptionist and one doctor should be increased
to bring optimality in the queuing system and patients` flow. After this decision, waiting cost
of patients decreased to greater extent.