Modelo de Simulação para Atendimento de Serviços de Saúde

Abstract

The growing demand for efficiency in healthcare services poses challenges to administrative management, making resource management in service systems essential. This study aims to analyze the administrative service system in a supplementary healthcare unit located in Campo Grande, MS, using discrete-event modeling and simulation techniques through queue system modeling and simulation. The adopted methodology involved collecting and statistically analyzing real service data, developing and validating a computational model in Arena software, and comparing three operational scenarios with different numbers of attendants. The results indicate that the configuration with four attendants offers the best balance between operational efficiency and service quality, minimizing waiting times and managing human resource utilization. Simulation has proven to be a strategic tool for identifying bottlenecks and supporting managerial decision-making, contributing to improvements in user experience and institutional sustainability. It is concluded that the integrated application of modeling and simulation enhances administrative process management and is recommended for sectors with high demand variability.