Title: An M/M/1 and M/M/2 queuing solution to improve virtual scheduling in healthcare

Authors: Anmin Wang; Shiheng Guan; Kai S. Koong; Luke Y. Koong

Addresses: School of Economics and Management, Xidian University, 266 Xinglong Section of Xifeng Road, Xi'an, Shaanxi 710126, China ' School of Economics and Management, Xidian University, 266 Xinglong Section of Xifeng Road, Xi'an, Shaanxi 710126, China ' School of Economics and Management, Xidian University, 266 Xinglong Section of Xifeng Road, Xi'an, Shaanxi 710126, China ' Knowledge Leverage Systems, LLC, P.O. Box 264, Edinburg, Texas, USA

Abstract: More and more hospitals and healthcare providers are using virtual queues to better schedule patients. By participating in virtual queues, patients can avoid the prolonged and unpredictable waiting times at healthcare facilities. However, as long as there is a queue, patients will still experience frustration and fear with making the wrong decision during their waiting period. Using queuing theory, this paper provides a virtual queuing system (M/M/1 and M/M/2 models) that incorporates an added service feature that can reduce frustration, minimise fear and improve the delivery of e-healthcare. Two additional potential benefits that can accrue from this proposed virtual system are job creation and revenue generation.

Keywords: queuing theory; virtual queues; emergency room scheduling; electronic healthcare; e-health; M/M/1; M/M/2; hospitals; patient scheduling; job creation; revenue generation.

DOI: 10.1504/IJEH.2016.078744

International Journal of Electronic Healthcare, 2016 Vol.9 No.1, pp.42 - 59

Received: 28 Mar 2016
Accepted: 07 Jun 2016

Published online: 30 Aug 2016 *

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