Title: Integrating multi-criteria decision making and simulation modelling to improve health referral processing

Authors: Mohammed A. Mahyoub

Addresses: Virtua Health, 303 Lippincott Drive, Marlton, NJ, 08053, USA; Systems Science and Industrial Engineering Department, Binghamton University, Binghamton, NY, 13902, USA

Abstract: This research introduces an integrated framework that combines the fuzzy analytic hierarchy process (FAHP) and discrete-event simulation (DES) for process improvement in the healthcare sector. By considering multiple criteria and uncertainties, the framework provides a systematic approach to selecting and evaluating optimal process improvement policies. A case study focusing on enhancing a health referral processing unit (HRPU) validates the effectiveness of the framework. Simulation experiments reveal significant reductions in average delay time (ADT) and average time in the system (ATIS) for specific alternatives. The FAHP-DES method ranks improvement policies based on multiple criteria, leading to the identification of the best alternative. This integrated approach offers a comprehensive methodology for healthcare process improvement, emphasising the importance of systematic decision-making to achieve substantial improvements.

Keywords: simulation modelling; fuzzy analytic hierarchy process; fuzzy AHP; multi-criteria decision making; healthcare process improvement; discrete-event simulation; DES; uncertainty; health referral processing; care management; health referral processing unit; HRPU.

DOI: 10.1504/IJMDM.2025.144704

International Journal of Management and Decision Making, 2025 Vol.24 No.2, pp.107 - 131

Received: 15 Jun 2023
Accepted: 04 Oct 2023
Published online: 28 Feb 2025 *

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