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Goal: the main objective of this study is to analyze the behavior of the outpatient department of a large public hospital specialized in cardiology, understanding how the components of this system are related, in order to improve the hospital’s performance. Design / Methodology / Approach: a case study was carried out in a public hospital specializing in cardiology with the aid of Modeling and Simulation of System Dynamics. Results: the result showed that variables such as doctor availability and average consultation time have great influence on the service capacity. Limitations of the investigation: the proceedings and times related to the medical staff are particular to each team and they are not standardized. However, in the system dynamics modeling these particularities cannot be included. Practical implications: for theory, there is the state-of-the-art development in terms of how to manage and regarding the methodologies should be applied in a complex referential model composed of several moderating variables, in order to obtain the best use of the available resources (human and material) of the hospital. For practice, the flow of patients in the hospital should be predicted and optimized, adding value to the services provided to its users. Originality / Value: the originality of the work is based on the unprecedented application of quantitative methods for solving problems in Brazilian hospitals.

Computer Simulation Model for Outpatient Clinics in a Brazilian Large Public Hospital Specialized in Cardiology