Analysing the Balance of Human and Physical Resources in Outpatient Departments during the COVID-19 Pandemic

Abstract The article analyses studies on the impact of the COVID-19 pandemic on outpatient services in a large hospital, aiming to provide insights for resource management amidst disruptive events. The objectives include identifying challenges and proposing solutions to optimize service delivery and address spatial constraints using discrete-event simulation. Utilizing a case study approach, the research employs simulation as a key methodology to analyse outpatient service scenarios. Scenarios are generated by combining different probabilities of patient return to check-in with various team parameterizations. The researchers analysed historical data and key performance indicators from the simulation. The study focuses on a collaborative approach with the hospital team to ensure the relevance and applicability of proposed solutions. The research identifies bottlenecks induced by social distancing measures, particularly in patient reception and check-in areas. Uneven service distribution throughout the day leads to a misallocation of resources and reduction of available physical space. Telemedicine emerges as a significant response, effectively addressing both service optimization and physicians’ workload despite spatial constraints. Additionally, the study underscores the role of simulation in crisis decision-making for hospital operations management. Practical applications emanating from the study emphasize the need for healthcare institutions to adopt adaptable strategies and leverage simulation tools for effective resource management during disruptive events. Hospital administrators can draw insights to inform resource reallocation and workflow optimization, with a focus on negotiating flexible scheduling and exploring telemedicine to enhance service delivery.