Optimization and hold Queue Demand Management in the Public Sanitary Units in Maputo City - (Mozambique)

This scientific article was used to conduct a study on the optimization and management of queue demand in the public health sector in Mozambique. It was based on queue theory and parallel simulation between the analytical model. The simulation allowed the reproduction of complex systems, making it possible to visualize how they behave. The study was carried out in a discrete, cross-sectional comparative manner between April 19 and May 15, 2024, covering 218 users of four Health Centers in the City of Maputo, chosen intentionally with the aim of determining user satisfaction in relation to the management of waiting queues and associated factors. Waiting time management was analyzed in relation to the following indicators: waiting time, treatment and cordiality, understanding of the explanation for the reason for the delay in service in outpatient consultations in the triage, and pharmacy and laboratory services of each center. Satisfaction regarding waiting time management was classified into two levels: positive (satisfied) and negative (dissatisfied). Of the respondents, 67.89% were female and 32.11% were male, aged between 21 and 30 years old, and 50.5% were students. Regarding the indicators evaluated, the overall satisfaction of users regarding waiting time management was 45.10%, with the highest level being at the Polana Cimento Health Center (54.76%) and the lowest at the José Macamo Health Center (40.26%). Parameters such as availability of medicine and waiting time management recorded the lowest levels of satisfaction. An association was found between gender and the level of satisfaction regarding time management and social demographic variables, gender and academic level.