Simulation Study: Improvement for Non-Urgent Patient Processes in the Emergency Department

This case research was designed to determine if non-urgent patient processes could be improved using a fast-track process in the emergency department of a medical center. The existing fast-track process served 40% of overall walk-in patients at the emergency department. We proposed a series of potential enhancements to patient flow. The proposed smart-track process highlights three features: (1) balancing workload, (2) a flexible re-visit option, and (3) renovation of a portion of the fast-track area into a consulting area. Simulation study results revealed that the enhanced smart-track process has the potential to reduce the average wait time of patients by 73.2% while reducing the burnout of medical staff. This study provides an example of how simulation can be used by engineering managers to make improvements to operations in the healthcare industry.