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Service Quality Improvements in Hospitals by Reducing Response Time: Operational Statistics and IT Solutions

Service Quality Improvements in Hospitals by Reducing Response Time: Operational Statistics and IT Solutions
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Author(s): Liwan Liyanage (University of Western Sydney, Australia), J. George Shanthikumar (University of California, Berkeley, USA) and Cicil Fonseka (Department of Health, NSW, Australia)
Copyright: 2004
Pages: 4
Source title: Innovations Through Information Technology
Source Editor(s): Mehdi Khosrow-Pour, D.B.A. (Information Resources Management Association, USA)
DOI: 10.4018/978-1-59140-261-9.ch199
ISBN13: 9781616921255
EISBN13: 9781466665347

Abstract

In this study we develop a Decision Support System tool to monitor and understand the characteristics of emergency departments of NSW Hospitals management systems in detail to find cost effective solutions to service quality improvements. In the past researchers have used statistical, operational research or simulation techniques in finding solutions to improve management systems. In contrast to these procedures, we introduce a new way of integrating operations research and statistics to build an operations statistics model and simulate the system for forecasting. Statistical and data mining techniques are used to analyse data. Further computing and IT skills are used to create and integrate various functional modules in developing the Decision Support System tool. Finally the capabilities of the developed DSS tool will be illustrated by using several studies to improve efficiency of the Campbelltown Hospital emergency service facility.

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