Service Redesign Using Simulation

LocationCavendish, Central London
FacultyScience and Technology

Service redesign is an approach to improving the outcomes and productivity of a company. It is a means of increasing the interaction between a service provider and customers and enhancing the customer’s experience by changing service features. It consists of planning and reorganising people, infrastructure, information and material components of a service.

In a health care environment, service redesign is an approach to supporting the improvement of a patient's experience and outcomes of care by understanding and managing patient demand and queues, the healthcare organisation and capacity and care activities. Service redesign requires appropriate methods and tools, such as simulation, to represent the current service, the possible changes and improvements and their consequences.

This module explores service redesign using simulation. As simulation is easier to understand and justify to management and customers it requires less simplification, and hence captures more of the characteristics of the real health and social care system.

Who is this course for?

This course is designed for those engaged in, or supporting, commissioning or provision of health and social care in order to make them appreciate the value of simulation modelling and statistical analysis in service redesign.

In order to take part you will need mathematical skills, including simple algebraic manipulation, and some understanding of basic statistical techniques. No particular IT skills are required.

No course dates available
This course will be running soon. If you would like to be kept informed please contact us.

Course content

The course will cover:


  • Service redesign (in health care)
  • Introduction to (discrete-event) simulation
  • Introduction to SIMUL8

Conceptual model building

  • Manual simulation: an example
  • Basics concepts: entities, events, activities…
  • Conceptual model: process flow diagram
  • How to build a simulation model using SIMUL8, based around a practical application, e.g. a chest pain one-stop clinic model

Simulation model verification, validation and input modelling

  • Input modelling with data
  • Input modelling without data: selection of input models
  • Validation and verification of a simulation model
  • Validation and Verification using SIMUL8: practical application, e.g. chest pain one-stop clinic model

Output analysis

  • Output analysis: generalities
  • Output analysis for terminating simulations
  • Output analysis for steady-state simulations
  • Output analysis using SIMUL8: practical application, e.g. chest pain one-stop clinic model

Case study

  • Using A&E data to help reconfigure emergency services

By the end of this course you will be able to:

  • use process flow diagrams in simulation modelling
  • develop a (discrete-event) simulation and explain the organisational and health care implications
  • use a simulation model to explore a range of what-if scenarios
  • understand the difficulties in input modelling and output analysis
  • be familiar with a discrete-event-simulation (DES) software, e.g. SIMUL8.

Salma Chahed

Salma Chahed (MEng, MSc, PhD) is Senior Lecturer and member of the Health and Social Care Modelling Group at the University of Westminster. She has been involved in research and consultancy-based projects related to forecasting NHS continuing health care demand, profiling patients, modelling the capacity of a neonatal care unit, modelling home care services, planning production and distribution of anti-cancer drugs and modelling urgent care centres. She has experience in teaching operations research, simulation modelling, and production and operations management at both undergraduate and postgraduate levels. She is involved in the organisation and delivery of short courses dedicated to health and social care decision-makers such as service redesign using simulation, decision-making and risk, predictive modelling, forecasting and health-care operations management.

Contact us

For administrative queries

Verena Bogner
Programme Administrator
T: +44 (0)20 7911 5000 ext 69529

For course content

Dr Salma Chahed
T: +44 (0)20 3506 4683