A Simulation-based Multi-Objective Optimization Framework to Enhance Patient Satisfaction: A Case Study of Ophthalmology Department Management

Ensuring the well-being of patients is paramount for the effective functioning of healthcare systems. This research focuses on developing a comprehensive framework aimed at improving hospital systems with a primary emphasis on enhancing patient satisfaction, specifically addressing Length of Stay (LOS) and physician assignment issues. To achieve this objective, a multi-faceted approach was employed. Data collection involved a combination of surveys, observations, and interviews, enabling a thorough understanding of the hospital environment. A unique formula was derived to compute satisfaction scores from the gathered survey data. Subsequently, a simulation model was developed. The research applies two distinct multi-objective optimization approaches i.e. a weighted max-min for fuzzy multi-objective and the Torabi-Hassini (TH) approach to balance the importance of various objectives. The application of a multi-criteria decision guideline further streamlines the decision-making process. The outcomes of the study provide tailored improvement suggestions for hospitals of different sizes. For large hospitals, the research indicates enhancements that positively impact both LOS and physician assignment satisfaction. Medium and small-sized hospitals are presented with two distinct choices: improvements geared towards LOS satisfaction or those focused on physician assignment satisfaction. While the study is based on a case analysis of the Ophthalmology department at Thammasat University Hospital in Thailand, the implications extend beyond this specific department. The research offers an adaptable framework that can be applied to other hospital departments, promoting an integrated approach to healthcare system enhancement.