Data-Driven Leadership in Internal Medicine Clinics: A DES–DOE Framework for Optimizing Patient Flow and Turnaround Time

Chawis Boonmee,1,2 Wipada Thamtrakul3 1Humanitarian Logistics and Crisis Operations Research Unit, Department of Industrial Engineering, Faculty of Engineering, Chiang Mai University, Chiang Mai, Thailand; 2Advanced Technology and Innovation Management for Creative Economy Research Group, Chiang Mai University, Chiang Mai, Thailand; 3Department of Industrial Engineering, Faculty of Engineering, Chiang Mai University, Chiang Mai, ThailandCorrespondence: Chawis Boonmee, Department of Industrial Engineering, Faculty of Engineering, Chiang Mai University, Chiang Mai, Thailand, Email [email protected]: Efficient leadership in healthcare requires actionable insights to improve both service quality and patient outcomes. This study aims to enhance outpatient service efficiency by applying a data-driven decision-support framework that integrates Discrete Event Simulation (DES) with Design of Experiments (DOE). The focus is on optimizing patient flow and reducing turnaround time in an internal medicine clinic of a Thai public hospital.Methods: A hybrid DES–DOE model was developed to replicate the clinic’s real-world processes and assess the impact of key operational factors. The DES model, built in Arena, captured detailed workflows and resource constraints. A full factorial DOE design evaluated five critical variables: patient arrival patterns, physician availability, consultation start-time delays, pre-appointment blood testing, and proportions of patient categories (eg, cardiovascular, neurological, endocrine). A total of 32 scenarios were tested and analyzed using ANOVA.Results: All five factors significantly influenced turnaround time, with patient category proportions showing the strongest effect. The optimized scenario resulted in a 10.46% reduction in average turnaround time. These findings suggest that targeted, evidence-based adjustments can substantially improve patient throughput and clinic performance.Conclusion: This research provides healthcare leaders with a validated, replicable framework for improving operational efficiency through simulation-based experimentation. It demonstrates how integrating DES and DOE can support strategic planning, workforce management, and service design, ultimately contributing to better patient experiences and more resilient healthcare systems.Keywords: discrete event simulation, design of experiments, turnaround time, healthcare systems modelling, simulation-based optimization, outpatient service efficiency