Using Queueing Theory and simulation to lower the access time to NPOs at UMCU RF&S department.

The research is tasked by the rehabilitation department of UMC Utrecht. The research is focused on the psychology segment where they have a capacity problem. About twice a year the capacity for NPOs reaches its maximum causing long access time for patients to NPOs. The information acquired from the NPOs is used to improve patient treatment and help with diagnosing. It is therefore important that patients receive an NPO early in their treatment. The goal of the research is to provide the rehabilitation department with a solution which ensures that they meet their set access time guideline 80% of the time. We started out by analysing the current system and its performance with the help of Queueing Theory. The acquired information was then used to create a simulation model with which was used to test multiple scenarios. We found a solution which would enable the rehabilitation department to meet the guideline 80% of the time.