Abstract: This paper presents a case study that uses processoriented
simulation to identify bottlenecks in the service delivery
system in an emergency department of a hospital in the United Arab
Emirates. Using results of the simulation, response surface models
were developed to explain patient waiting time and the total time
patients spend in the hospital system. Results of the study could be
used as a service improvement tool to help hospital management in
improving patient throughput and service quality in the hospital
system.