Simulation Analysis of University Hospital in the Medical Record Department

Many hospitals have a problem dealing with the queue system in every department. The front-end department, which is the medical record department, is the first place to contact patients. It provides service for all type of out-patients, so out-patients have to wait for a long time. This results in low satisfaction of the patients. However, this department is working 24 hours, thus, it isdifficult to improve the queue system in a real environment.The simulation is an effective tool to solve the problem. Based on the data collection from Thammasat University hospital, the discrete event simulation model of this department is developed. Model verification and validation are conducted and the resultconfirms that the model is worked as calculated and generates the same result as in the real system. The aim of this paper is to develop the simulation model that provides an accurate analysis to help support a decision making of the hospital in the medical record department.