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The hospital environment services involves of high risk, complex processes and costs, especially in a unit of hospital emergency. This is one of the most complex and critical areas of a hospital, where the service efficiency is fundamental. The agility in guiding the patients who need medical care is a critical factor for successful reduction of damage and for possibilities of recovery. The management of service capacity becomes important, as well as the adjusted allocation and sizing of resources. The aim of this article is to investigate alternative policies that speed up the attendance the patients. The principles of capacity management of services are applied and treatment flow the patients is analyzed. The Theory of Constraints is used to identify bottle necks. Asimulation model of unremarkable events is made. Based on these theoretical tools, a proposal of improvement for the reduction of the time between the register of the urgency patient and the beginning of the effective treatment has been drawn up.

Theory of Constraints; Capacity management of services; Simulation; Hospital; Emergency