Simulation Model for the Improvement of the Service Times in a Medical Specialty Center

In the health sector, offering a quality, fast and uncomplicated service is a necessity for any care center, it is important to take advantage of technological tools that allow monitoring and deciding on the processes. In this research, a simulation of the customer service process was carried out using ARENA software, with the aim of improving the customer service process in compliance with a culture of learning and continuous improvement. The simulation results show a 63.5% reduction in patient waiting time, 24.9% in triage, a 70.6% reduction at check-out, and a 12 to 21% reduction in doctor’s attention. With the results obtained, it would determine that the model is valid, being a viable and economical option to improve the customer care process, limited by software restriction and the model complexity.