SIMULATION MODEL OF THE QUEUING SYSTEM USING ARENA SIMULATION SOFTWARE: A CASE STUDY OF MEDICAL RECORDS DEPARTMENT AND OUTPATIENT DEPARTMENT OF THE HOSPITAL

Abstract

This research aims to simulate the patient flow of a queuing system. The case study hospital utilizes patient information from their visits to the Registration Department and Hematology Clinic. The process begins by studying the pattern and flow of the queuing system. The accuracy of the simulation results is verified through data distribution analysis and simulation. According to the study, the waiting system format for service recipients is M/M/S: FCFS/∞/∞. Patients receive services in the system, including patient arrival, registration, frontline screening, the medical records department for new and old patients, pressure measurement and weighing, the internal medicine department, seeing a doctor, and seeing a nurse. From the analysis, it was found that the distribution of time data in the queuing system using the Minitab program, showed that different steps in the queuing system had different distribution characteristics. A simulation of the queuing system was created using a real case study data from the Arena Program. The accuracy of the simulation was confirmed through statistical testing using the One- Sample T method and a 95% confidence interval. The results show that the simulation model created is not different from the actual situation of the case study at a significance level of 0.05. This model can be used as a basis for future queuing system designs to reduce the risk of unwanted results from improving the current system.