Análise do sistema de atendimento no Centro de Saúde da Liberdade aplicando a teoria de filas de espera e simulação

Abstract

In many service systems, long customer queues occur as clients wait extended periods to be served, indicating that the system is not properly dimensioned. This phenomenon of long queues and high waiting times also occurs at the Liberdade Health Center in Maputo Province. The aim of this study is to analyze the operational service system at the Liberdade Health Center in the adult triage area. Data were collected by measuring the arrival and service times of each patient over two consecutive days. For the analysis, queueing theory models, discrete-event simulation techniques, and the Chi-Square and Kolmogorov–Smirnov tests were applied. The results showed that arrivals follow a Poisson distribution and service times fit a Gamma distribution, classifying the system as the M/G/2 model. From the analysis of the system parameters, a utilization of 43.75% and an average waiting time of 0.55 minutes were obtained. The high variability of arrivals (Cv = 140%) explains the congestion peaks. The simulation revealed that increasing the service rate to 20 clients per hour is more efficient than adding servers, reducing the average time in the system to 3.30 minutes. The study concludes that improving the internal service process is the most effective strategy for reducing queues and increasing operational efficiency