Queuing Dynamics and Beneficiary Satisfaction in The OPD Of a Tertiary Care Centre in Bankura, West Bengal


  • Atanu Biswas Bankura Sammilani Medical College, Bankura, West Bengal, India
  • Tapas Kumar Karmahapatra Bankura Sammilani Medical College, Bankura, West Bengal, India
  • Surya Prakash Dey Bankura Sammilani Medical College, Bankura, West Bengal, India




Queuing theory, Waiting time, Outpatient department, Level of satisfaction


Context/Background: Queuing, a major problem faced by beneficiaries availing services in public health care system, may also have influence on the level of satisfaction among beneficiaries. Aims/Objectives: To describe the queuing dynamics in the OPD, to explore different factors influencing the level of satisfaction among the beneficiaries and their perception regarding possible ways to improve the queuing situation.

Methodology: A hospital-based analytical study was conducted in an OPD of Bankura Sammilani Medical College and Hospital, West Bengal, among 202 beneficiaries. Data were collected from subjects, selected from random queue in total 30 shifts (30 minutes each) on different working days, using predesigned, pretested, questionnaire.

Results: Queuing dynamics revealed utilization factor of 75%, while 25% probability of the system being idle. Only 39.1% of the subjects were satisfied with the service in Paediatric OPD, in context of waiting in queue. MLR revealed subjects waiting in queue for a duration ≤ 1 hour and those with > 4 minutes consultation time were found to be more satisfied.

Conclusions: Considering variable consultation time, arrival and service rates at the OPDs and resources, a well-planned system can minimize the waiting time and thus improve the level of satisfaction among the beneficiaries.


Green, L. (2006). Queueing Analysis in Healthcare. In: Hall, R.W. (eds) Patient Flow: Reducing Delay in Healthcare Delivery. Interna-tional Series in Operations Research & Management Science, vol 91. Springer, Boston, MA. Doi: https://doi.org/10.1007/978-0-387-33636-7_10

Bindman AB, Grumbach K, Keane D, Rauch L, Luce JM. Consequences of Queuing for Care at a Public Hospital Emergency Department. JAMA; 1991 Aug; 266(8): 1091-6. Doi: https://doi.org/10.1001/jama.266.8.1091 PMid:1865541

Mehandiratta R. Application of queuing theory in health care. International Journal of Computing and Business Research. 2011 May; 2(2).

Erlang AK. Solution of Some Problems in the Theory of Probabilities of Significance in Automatic Telephone Exchanges. El-ektroteknikeren. 1917; 13:5.

Prasad SV, Badshah VH, Koka TA. Mathematical analysis of a single queue multi server and multi queue multi server queuing mod-els: comparison study. Global Journal of Mathematical Analysis. 2015; 3(3): 97-104. Doi: https://doi.org/10.14419/gjma.v3i3.4689

Yaduvanshi D, Sharma A, More PV. Application of Queuing Theory to Optimize Waiting Time in Hospital Operations. Operations and Supply Chain Management. 2019; 12(3): 165-74. Doi: https://doi.org/10.31387/oscm0380240

Paul BC, Kumar N, Kumar A, Singh IB, Neogy SK. Queuing-Model to Optimize Patient waiting time in Out Patient Department (OPD) of a Super-speciality public hospital in India. Journal of Emerging Technologies and Innovative Research. 2021 November; 8(11): 676-86.

Chandra D. reducing waiting time of outdoor patients in hospitals using different types of models: a systematic survey. Internation-al Journal of Business and Management Review. 2017 July; 4(1): 79-91.

Sriram S, Noochpoung R. Determinants of hospital waiting time for outpatient care in India: how demographic characteristics, hos-pital ownership, and ambulance arrival affect waiting time. International Journal of Community Medicine and Public Health. 2018 Ju-ly; 5(7): 2692-8. Doi: https://doi.org/10.18203/2394-6040.ijcmph20182601

Afrane S, Appah A. Queuing Theory and the Management of Waiting-time in Hospitals: The Case of Anglo Gold Ashanti Hospital in Ghana. International Journal of Academic Research in Business and Social Sciences. 2014; 4(2): 34-44. Doi: https://doi.org/10.6007/IJARBSS/v4-i2/590

Kumar MVK, Pillai JSK. A study of patient satisfaction on OPD services using standard indicators in a Tertiary Care Teaching Hospi-tal, AIIMS, Bhubaneswar. International Journal of Scientific Research. 2020 January; 9(1): 32-5.

Ahmed F, Yasir I, Hameedi K, Ahmed S, Ahmed W, Maroof et al. Assessment of OPD Patient's Satisfaction with Health Care Services at Al-Nafees Medical Hospital. ISRA medical Journal. 2015 September; 7(3): 154-9.

Joshi S, Joshi MK. A Study on Patient Satisfaction in Outpatient Department of Secondary Care Hospital of Bhopal. Int J Community Med Public Health. 2017 April; 4(4): 1141-7. Doi: https://doi.org/10.18203/2394-6040.ijcmph20171339

Hunasikatti R. A Study on Patient Satisfaction in OPD at District Hospital at Navanagar, Bagalkot, Karnataka. International Journal of Evidence Based Nursing. 2021; 4(1): 25-34.

Geberu DM, Biks GA, Gebremedhin T, Mekonnen TH. Factors of patient satisfaction in adult outpatient departments of private wing and regular services in public hospitals of Addis Ababa, Ethiopia: a comparative cross-sectional study. BMC Health Services Re-search. 2019 November [cited 2022, April]. Doi: https://doi.org/10.1186/s12913-019-4685-x PMid:31752821 PMCid:PMC6873435

Kulkarni SK. A study of patient satisfaction level in Outpatient Department (OPD) in a tertiary care hospital in Maharashtra. IOSR Journal of Dental and Medical Sciences. 2019 March; 17(3): 31-9. DOI: 10.9790/0853-1703073139

Mahale P, Deshmukh BB. Analysis of delays due to waiting lines in health care delivery for sustainability. SAMVAD: SIBM Pune Re-search Journal. 2016 December; XII: 66-71.




How to Cite

Biswas A, Karmahapatra TK, Dey SP. Queuing Dynamics and Beneficiary Satisfaction in The OPD Of a Tertiary Care Centre in Bankura, West Bengal. Natl J Community Med [Internet]. 2022 Sep. 30 [cited 2024 May 29];13(09):612-8. Available from: https://njcmindia.com/index.php/file/article/view/2161



Original Research Articles