University of Twente Student Theses
Improving the phone triage process of regional General Practitioner Emergency Centers
Abdellaoui, J. (2025) Improving the phone triage process of regional General Practitioner Emergency Centers.
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| Abstract: | The RijksInstituut voor Volksgezondheid en Milieu (RIVM) is investigating the feasibility of a universal capacity planning model for Huisartsen Posten (HAPs) to improve efficiency and the patient journey from initial contact to treatment. This study focuses on optimizing triage nurse scheduling by examining whether combining incoming calls from multiple HAPs can lead to resource efficiencies. We conducted a site visit to map the triage process and identify stakeholders, analyzed call data from three HAPs in Region A, and ran simulations to test various scheduling strategies. Two experiments were performed: the first compared triage nurse requirements for separate versus combined call volumes, and the second tested an optimized schedule using real shift data and a 30-minute service time cap. Results show that combining call volumes can reduce weekly scheduled triage hours from 762.5 to 571, a potential saving of 192.5 hours. Limitations include exclusion of walk-in and emergency patients and untested scheduled callbacks. Despite these, our findings suggest significant scheduling efficiencies are achievable, warranting further exploration of integrated triage planning models across regions. |
| Item Type: | Essay (Bachelor) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 58 process technology |
| Programme: | Industrial Engineering and Management BSc (56994) |
| Link to this item: | https://purl.utwente.nl/essays/106249 |
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