Queuing theory and the management of Waiting-time in Hospitals: The case of Anglo Gold Ashanti Hospital in Ghana

Queuing is a major challenge for healthcare services all over the world, but particularly so in developing countries. Application of queuing theory to enhance decision making to improve this problem is not commonly used by managers in developing countries in contrast to their counterparts in the developed world. This study investigates the application of queuing theory and modelling to the queuing problem at the out-patient department at AngloGold Ashanti hospital in Obuasi, Ghana. Using a descriptive, observational and ex-post facto case study approach, data was generated, analysed and used to model five capacity scenarios for the outpatient department. It is established that the optimum system performance can be achieved with eight doctors effectively at post from contrast to the prevailing five doctors that were effectively at post. In sum, the study establishes that applying queuing theory and modelling to queuing and capacity challenges can enhance decision making with regards to what will provide optimal performance.