Resumen

In this research project, an analysis of the patient care process was carried out in the emergency service of the Federico Lleras Acosta Hospital in the city of Ibagué through the application of the queue theory, in order to make a proposal for improvement and resource management that enables the positive evolution of care in this area and with this the efficiency of patient approach. This research has a qualitative approach and the methodology followed consisted of an applied research, in which a literary analysis was carried out on the Theory of the queues in order to develop a proposal that allows optimizing resources in favor of the improvement in the provision of the emergency service of the mentioned hospital. It was possible to recognize as part of the conclusions found that the queuing model is an analytical and mathematical tool that allows us to understand the different relationships that exist between each of the basic elements that make up a system. Also. It was found that the emergency service of the Federico Lleras Acosta Hospital has a lack of specialist doctors, which has compromised the efficiency of the service, making it slow and not very competent for the great demand that this hospital center has. It was recognized that it is important to have at least seven doctors in the area, and not just three (the number it currently has), in order to promote the efficiency of the system.