Improving the quality of service in an emergency room using simulation-animation and total quality management

In this paper, the authors demonstrate how the quality of service in an emergency room can be improved utilizing Total Quality Management (TQM) concepts and simulation-animation as a tool in the generation of feasible alternatives. Specifically, the simulation covers the complete flow of a patient through an emergency room. The processes covered in the simulation are triage, insurance filling, doctor visit, and other supporting resources such as laboratory, x-rays, ct-scan, recovery room, and respiratory therapy. In addition, an animation of the current system was developed to show hospital's management, the areas of opportunity for improvement. As part of the project, the hospital personnel was exposed to TQM concepts such as strategic planning, process improvement using statistical tools, teamwork, and performance measures focusing on quality. This project presents an innovative use of industrial engineering concepts applied to health service operations. As a result of this project, industrial engineering techniques are being utilized in other hospitals in the area.