Reducing queues: demand and capacity variations
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 4 October 2011
Abstract
Purpose
The aim of this paper is to investigate how waiting lists or queues could be reduced without adding more resources; and to describe what factors sustain reduced waiting‐times.
Design/methodology/approach
Cases were selected according to successful and sustained queue reduction. The approach in this study is action research.
Findings
Accessibility improved as out‐patient waiting lists for two clinics were reduced. The main success was working towards matching demand and capacity. It has been possible to sustain the improvements.
Research limitations/implications
Results should be viewed cautiously. Transferring and generalizing outcomes from this study is for readers to consider. However, accessible healthcare may be possible by paying more attention to existing solutions.
Practical implications
The study indicates that queue reduction activities should include acquiring knowledge about theories and methods to improve accessibility, finding ways to monitor varying demand and capacity, and to improve patient processing by reducing variations.
Originality/value
Accessibility is considered an important dimension when measuring service quality. However, there are few articles on how clinic staff sustain reduces waiting lists. This paper contributes accessible knowledge to the field.
Keywords
Citation
Eriksson, H., Bergbrant, I., Berrum, I. and Mörck, B. (2011), "Reducing queues: demand and capacity variations", International Journal of Health Care Quality Assurance, Vol. 24 No. 8, pp. 592-600. https://doi.org/10.1108/09526861111174161
Publisher
:Emerald Group Publishing Limited
Copyright © 2011, Emerald Group Publishing Limited