1. Objectives

1.1 Purpose of the model

Primary purpose

The simulation model provides a framework for decision makers to evaluate the impact of different resourcing for call operators and advanced nurse practitioners on queues and other efficiency criteria in the urgent care call centre.

1.2 Model Outputs

At the end of a model run the average waiting times and resource utilisation is calculated for each of the following activities.

• Call triage by call operator
• Nurse consultation call back

Results are generated using multiple independent replications. No warm up period is employed.

1.3 Experimentation aims

• Increasing call operator capacity by +1
• Increasing advanced nurse practitioner capacity by +1
• Increasing chance of nurse callback by +5%