II. Operational experiments in the outpatient department (1970-1972)

Many of the recommendations, resulting from the previous study, to improve efficiency and to reduce waiting time and queueing, were put into practice in 1970 and evaluated in 1972. Most changes turned out to be improvements by all indicators, but some were not and several resulted in unforeseen sideeffects. Moreover the modified system proved to be vulnerable as it required rigorous coordination, greater motivation and stricter discipline among staff as well some extra material inputs.