A Simulation Study for a Safe Reopening and Operation of the Trager Institute Optimal Aging Clinic During the COVID-19 Pandemic

In this study, we develop a discrete-event simulation model to aid the Trager Institute, an outpatient clinic for optimal aging located in Louisville, Kentucky, in determining their safe reopening strategies during the COVID-19 pandemic and operational strategies beyond the pandemic. The model studies the movement of several groups of people (e.g., healthcare providers, navigators, patients, staff) and the operations of the clinic’s primary and ancillary services. The main objective is to ensure that the clinic operates safely while COVID-19 restrictions are in place and to improve its providers’ utilization rate. The model simulates people’s movement in the clinic, monitors the congestion level in four common areas, and identifies the peak hours during a day. We also study various overbooking and telehealth policies to overcome high cancelation or no-show rates and low utilization for providers. Simulation results using AnyLogic have helped the management decide to reopen the in-person services during the COVID-19 pandemic based on the safe congestion level demonstrated by the simulation. Insights on optimal overbooking and telehealth policies can shed a broader light on other healthcare organizations.