IDEAS home Printed from https://ideas.repec.org/a/taf/tjsmxx/v3y2009i3p150-162.html
   My bibliography  Save this article

Service optimization with patient satisfaction in healthcare systems

Author

Listed:
  • T Gonsalves
  • K Itoh

Abstract

Market research on services and waiting lends support to the fact that waiting for service is an undesirable phenomenon adversely affecting customer satisfaction and consequently business enterprises. The simulation optimization strategy described in this study addresses both the subjective as well as the objective elements in the patients’ evaluation of healthcare services. The cost function simulates the average sojourn time of the patients in the healthcare system, whereas the fuzzy constraints quantitatively estimate the overall waiting and service experience of the patients. Minimization of the cost function (objective element in the patients’ evaluation of service) subject to the fuzzy constraints (subjective elements in the patients’ evaluation of service) leads to an increased patient satisfaction, increased efficiency of system operation and consequently increased profits. The proposed method makes a topological cum functional model of the healthcare system, simulates the operation via discrete event simulation and optimizes it using the Genetic Algorithm.

Suggested Citation

  • T Gonsalves & K Itoh, 2009. "Service optimization with patient satisfaction in healthcare systems," Journal of Simulation, Taylor & Francis Journals, vol. 3(3), pages 150-162, September.
    • Handle: RePEc:taf:tjsmxx:v:3:y:2009:i:3:p:150-162
    DOI: 10.1057/jos.2009.2
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1057/jos.2009.2
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1057/jos.2009.2?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. R. J. Kuo & P. F. Song & Thi Phuong Quyen Nguyen & T. J. Yang, 2023. "An application of multi-objective simulation optimization to medical resource allocation for the emergency department in Taiwan," Annals of Operations Research, Springer, vol. 326(1), pages 199-221, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:tjsmxx:v:3:y:2009:i:3:p:150-162. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tjsm .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.