Proposals to Improve the Administrative Processes of Patient Care of a Dispensary Clinic in the Metropolitan Area of Caracas using the Process Simulation Methodology

Propuestas de Mejora de los Procesos Administrativos de Atención al Paciente de una Clínica Dispensario del Área Metropolitana de Caracas utilizando la Metodología de Simulación de Procesos

Abstract

The purpose of this research is to make proposals to improve the administrative processes of patient care of a public charity center, thus providing solutions that reduce the time from when the patient enters the center until they pay for the required service. In this research, the processes of interest were characterized and analyzed through direct non-participatory observation and interviews with the personnel involved in said processes, in order to recreate the current situation and detect the main problems that affect the quality of service, using a process simulation program (Rockwel Arena®). The results obtained from the research were the following: the flow of patients within the center was improved, in addition to the distance traveled being reduced by 28.0%; improving the distribution of payment queues to facilitate people traffic; improvement of signage and information means to simplify circulation and easily identify the location of services and finally, the reduction of the average time in the system for the billing processes for consultations by 13.0% and imaging by 74. 0% compared to the current situation.