Simulation System of a Consolidated Appointment Booking

The objective of the project is the improvement of service at the appointment hotline for the joint outpatients clinics of the Sharon and Beilinson hospitals. The main target is to achieve an 80% response to incoming calls within 50 seconds. A simulation model based on the theory of queues, using ARENA, was built to carry out the work. The simulation model allows and will enable, later on, examining scenarios of various loads and the efficiency of the telephone operator while answering the phone by various response times. A model to check the number of telephone operators needed, based on the level of service required, was also built within the ambit of the project.