Thesis (M.Sc.) - Cairo University - Institute of Statistical Studies and Research (ISSR) - Department of Statistical Quality Control and Quality Assurance

Many countries around the world are facing an aging population problem, this is translated into more demand for healthcare services. This has resulted in a growing research interest directed to the healthcare sector. There are numerous issues and problems that healthcare providers face continuously due to the continuous increase in demand for healthcare services and the restricted number of resources. Therefore, the proper use of resources is must. The patients waiting times is one of the most important problems in healthcare systems. An improper appointment system may result in long patient waiting times and inefficient utilization of resources. In the thesis the case study (The New Elkasr Elaini teaching Hospital) especially the outpatient's clinics faces a big problem that the patients are waiting long time before getting their medical services. This problem cause a stress for both patients and doctors. To solving this problem first of all we knew the current state and realized the problem dimensions by: Direct measurement to outpatients waiting times, Analysis of the problem, Improve the service and Control the improvement. The results were to reduce the waiting time of patients from 233 minutes to 142 minutes and increase the satisfaction of patients from 38.31% to 79.0%

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