Hospital Call Center Model

This paper and accompanying model address a common modeling situation involving a Hospital Call center that takes calls from ambulances, physicians requesting consultations, and admission bed requests. All the manager wants to know is how many operators should be on duty in order to guarantee that incoming calls experience no more than a 5% refusal rate. In other words, that an arriving call would be answered right away at least 95% of the time. As simple as the problem may seem, it's really not. In fact, there are both simulation and queuing theory solutions that should be considered. This paper addresses both!