Observed and Evaluated Service Quality on Patients Waiting Time of University of UYO Teaching Hospital using Queuing Models

Healthcare facilities in most part of the world
experience high influx of patients needing clinical
service; this creates the issue of long waiting queue, long
waiting time of patients and overutilization of medical
personnel. The study examined the service quality in
consonance with the patience waiting time in order to
strike an economic balance between the cost of service
and the cost associated with the waiting for the services.
The study applies the queuing models waiting time to
compare the performance of multi-servers to determine
the optimal balance between the cost of patients waiting
for clinical services and the cost of providing the services
in a specialized clinic. On sorting to access the
perception of patients on six (6) dimensions of service,
the result shows the optimum balance was achieved
between the cost of patients waiting for services and the
cost of providing the service.The healthcare managers
should assess the impact of not serving potential patients
appropriately against the capacity cost of the servers so
as to balance the cost of keeping patients waiting with
the cost of adding more servers.