Performance analysis and improvement of a typical telephone response system of VA hospitals A discrete event simulation study

Purpose - Telephone response system is the frontline of hospital operations. The purpose of this paper is to analyze a representative telephone response system of Veterans Affairs (VA) hospitals, address the existing inefficiency issues such as long call waiting time, and improve system resilience t...

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Bibliographic Details

Published in:	International journal of operations & production management Vol. 35; no. 8; pp. 1098 - 1124
Main Authors:	Shi, Jing, Erdem, Ergin, Peng, Yidong, Woodbridge, Peter, Masek, Christopher
Format:	Journal Article
Language:	English
Published:	01.01.2015
Subjects:	Computer simulation Hospitals Performance enhancement Production management Resilience Shortages Utilization
ISSN:	0144-3577
Online Access:	Get full text
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