Patient Flow pp 153-171 | Cite as

Breakthrough Demand–Capacity Management Strategies to Improve Hospital Flow, Safety, and Satisfaction

  • Linda Kosnik
Part of the International Series in Operations Research & Management Science book series (ISOR, volume 206)


Health care facilities are experiencing overcrowding and hospital-wide waits and delays. Potential bottlenecks must be identified and alleviated by matching demand to capacity. The matching of demand to capacity for the services of a hospital is a complex function of multiple variables and queues across the health care system. Achieving successful demand to capacity management requires a large-scale cultural change to support inter and intra department collaboration, which is paramount to the efficient functioning and flow of any health care organization. This chapter outlines the techniques and tools necessary for creating a successful demand to capacity system which is the results of identifying and implementing interventions to critical stressors in the environment. The intent of such approaches is not only to improve flow but also to support health care systems in their goals to become more reliable, safe, and satisfying for patients and providers.


Flow Demand to capacity matching Job satisfaction Recruitment and retention Customer satisfaction Emergency department overcrowding 


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Copyright information

© Springer Science+Business Media New York 2013

Authors and Affiliations

  1. 1.Overlook HospitalSummitUSA

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