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FrancoAngeli Journals

Saggi

No. 132 (2024)

Operations management solutions for outpatients at ASST Nord Milano: Techniques and tools for queue management

DOI
https://doi.org/10.3280/mesa2024-132oa20677
Submitted
luglio 18, 2025
Published
2025-10-31

Abstract

The outpatient pathway is one of the most important pipelines for healthcare providers and represents the first point of contact between citizens and healthcare services. Therefore, healthcare organizations need to ensure a patient experience that aims to reduce waiting times and
maximize the value-added time for the user. This research aims to identify organizational and logistics solutions to reduce queues at the central front office for admission, payment, and booking of the Bassini Hospital at ASST Nord Milano, applying the principles and analyses defined by the queuing theory.
The methodology was a combination of qualitative and quantitative methods. Specifically, a statistical model was developed to identify the optimal number of front office operators for each hour to minimize users’ waiting time. The results obtained can be quantified as a 45% reduction in the average waiting time at the Bassini Hospital front office. This result has been achieved through a number of operational solutions such as the reorganization of the activities along the different time slots, the definition and dissemination of procedures to front office staff, and a series of initiatives aimed at raising awareness and training
operators at all level.

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