دور نماذج صفوف الانتظار في تحسين جودة الخدمة الصحية : دراسة حالة المؤسسة الاستشفائية لطب العيون صداقة الجزائر-كوبا (ورقلة)‎

الملخص EN

This paper investigates the role of queuing theory models to improve health service quality through reduces customers, average waiting time in obtaining services at query and routing window in ophthalmology hospital friendship Algeria-Cuba, which is located in Ouargla city.

this study followed the descriptive approach and used queuing models to measure the waiting rate related to arrival and service delivery times, and then to determine the probability distributions related by both the arrival and service time.

the performance indicators related to the query and routing window showed that using one window was not appropriate to serve customers and their desired aspirations.

the result concluded that adding a second window will reduce the waiting time inside the hospital, which will contribute to improve health service quality in this institution.