Please use this identifier to cite or link to this item: http://buratest.brunel.ac.uk/handle/2438/10110
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dc.contributor.authorMousavi, A-
dc.contributor.authorKomashie, A-
dc.contributor.authorClarkson, J-
dc.contributor.authorYoung, T-
dc.coverage.spatialUSA-
dc.coverage.spatialUSA-
dc.date.accessioned2015-02-04T15:52:45Z-
dc.date.available2015-02-04T15:52:45Z-
dc.date.issued2015-
dc.identifier.citationIEEE Journal of Translational Engineering in Health and Medicine, 3, 2015en_US
dc.identifier.urihttp://bura.brunel.ac.uk/handle/2438/10110-
dc.description.abstractThis paper investigates the connection between patient satisfaction, waiting time, staff satisfaction and service time. It uses a variety of models to enable improvement against experiential and operational health service goals. Patient satisfaction levels are estimated using a model based on waiting (waiting times). Staff satisfaction levels are estimated using a model based on the time spent with patients (service time). An integrated model of patient and staff satisfaction, the Effective Satisfaction Level (ESL) model, is then proposed (using queuing theory). This links patient satisfaction, waiting time, staff satisfaction, and service time, connecting two important concepts, namely experience and efficiency in care delivery and leading to a more holistic approach in designing and managing health services. The proposed model will enable healthcare systems analysts to objectively and directly relate elements of service quality to capacity planning. Moreover, as an instrument used jointly by healthcare commissioners and providers, it affords the prospect of better resource allocation. Indexen_US
dc.languageEnglish-
dc.language.isoenen_US
dc.publisherIEEEen_US
dc.subjectPatient satisfactionen_US
dc.subjectStaff satisfactionen_US
dc.subjectQueuing theoryen_US
dc.subjectWaiting timeen_US
dc.subjectService timeen_US
dc.titleAn Integrated Model of Patient and Staff Satisfaction Using Queuing Theoryen_US
dc.typeArticleen_US
dc.relation.isPartOfIEEE Journal of Translational Engineering in Health and Medicine-
dc.relation.isPartOfIEEE Journal of Translational Engineering in Health and Medicine-
pubs.publication-statusAccepted-
pubs.publication-statusAccepted-
pubs.organisational-data/Brunel-
pubs.organisational-data/Brunel/Brunel Staff by College/Department/Division-
pubs.organisational-data/Brunel/Brunel Staff by College/Department/Division/College of Engineering, Design and Physical Sciences-
pubs.organisational-data/Brunel/Brunel Staff by College/Department/Division/College of Engineering, Design and Physical Sciences/Dept of Electronic and Computer Engineering-
pubs.organisational-data/Brunel/Brunel Staff by College/Department/Division/College of Engineering, Design and Physical Sciences/Dept of Electronic and Computer Engineering/Electronic and Computer Engineering-
pubs.organisational-data/Brunel/Brunel Staff by Institute/Theme-
pubs.organisational-data/Brunel/Brunel Staff by Institute/Theme/Institute of Materials and Manufacturing-
pubs.organisational-data/Brunel/Brunel Staff by Institute/Theme/Institute of Materials and Manufacturing/Micro-Nano Manufacturing-
pubs.organisational-data/Brunel/University Research Centres and Groups-
pubs.organisational-data/Brunel/University Research Centres and Groups/Brunel Business School - URCs and Groups-
pubs.organisational-data/Brunel/University Research Centres and Groups/Brunel Business School - URCs and Groups/Centre for Research into Entrepreneurship, International Business and Innovation in Emerging Markets-
pubs.organisational-data/Brunel/University Research Centres and Groups/School of Health Sciences and Social Care - URCs and Groups-
pubs.organisational-data/Brunel/University Research Centres and Groups/School of Health Sciences and Social Care - URCs and Groups/Brunel Institute for Ageing Studies-
pubs.organisational-data/Brunel/University Research Centres and Groups/School of Health Sciences and Social Care - URCs and Groups/Brunel Institute of Cancer Genetics and Pharmacogenomics-
pubs.organisational-data/Brunel/University Research Centres and Groups/School of Health Sciences and Social Care - URCs and Groups/Centre for Systems and Synthetic Biology-
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