Queue Management Benchmark for Modelling Patients' Flow in Nigerian Public Hospitals

International audience Although queue management in hospitals is widely researched, little is known about the benchmark for modelling patients flow in terms of the optimal number of servers required for effective service delivery. This study applied the queuing theory to the Nigerian public hospitals by setting a benchmark for modelling patients flow. A mixture of survey and observation was adopted to garner data for 30 days from patients in six public hospitals in Nigeria. Data were subjected to performance analysis via the Temporary Ordered Routine Algorithm. The computed performance values were further compared with their acceptable benchmarks for multi-server queues through the General Purpose System Simulator. We found the queuing system in the select hospitals not in congruence with the system performance benchmark; the mean service rate in each facility was low compared to the mean arrival rate; and the simulated number of doctors for were below the modelled benchmark. Managerial implications of findings were discussed.