This paper presents a comprehensive improvement approach to the admission and appointment scheduling processes in a public hospital located in North Lima, where significant operational and technical gaps were identified. A total of 73.3% of patients reported dissatisfaction with the admission service, exceeding the acceptable threshold of 40% by 33.3 percentage points (Office of Quality Management, 2024). Moreover, 57.71% of users experienced waiting times longer than 30 minutes, established as the benchmark by the MINSA “Zero Queues Plan” (Ministry of Health, 2022). By applying queuing theory, process standardization, and discrete-event simulation, the operational flow was redesigned, and quantifiable improvements were projected. The results indicate a reduction in waiting times of more than 40% and a 33% increase in overall patient satisfaction, highlighting the potential replicability of this proposal in other public healthcare facilities in Peru, particularly those characterized by high demand and limited resources.