Effects of rescheduling on patient no-show behavior in outpatient clinics
We study the effects of rescheduling on no-show behavior in an outpatient appointment system for both new and follow-up patients. Previous literature has primarily focused on new patients and investigated the role of waiting time on no-show probability. We offer a more nuanced understanding of this...
Saved in:
Main Authors: | , , , |
---|---|
Format: | text |
Language: | English |
Published: |
Institutional Knowledge at Singapore Management University
2019
|
Subjects: | |
Online Access: | https://ink.library.smu.edu.sg/lkcsb_research/6227 https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/viewcontent/Rescheduling_and_no_show_Jan_2018.pdf https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/filename/0/type/additional/viewcontent/msom.2018.0724.sm1.pdf |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Institution: | Singapore Management University |
Language: | English |
id |
sg-smu-ink.lkcsb_research-7226 |
---|---|
record_format |
dspace |
spelling |
sg-smu-ink.lkcsb_research-72262020-06-02T05:07:23Z Effects of rescheduling on patient no-show behavior in outpatient clinics LIU, Jiayi XIE, Jingui YANG, Kum Khiong ZHENG, Zhichao We study the effects of rescheduling on no-show behavior in an outpatient appointment system for both new and follow-up patients. Previous literature has primarily focused on new patients and investigated the role of waiting time on no-show probability. We offer a more nuanced understanding of this costly phenomenon. Using comprehensive clinical data, we demonstrate that for follow-up patients, their no-show probability decreases by 10.9 percentage points if their appointments were rescheduled at their own request, but increases by 6.2 percentage points if they were rescheduled by the clinic. New patients, in contrast, are more concerned about waiting time and less sensitive to who initiates rescheduling. Using data-driven simulation, we conduct counterfactual investigation of the impact of allowing active rescheduling on the performance of appointment systems. In particular, allowing the flexibility of active rescheduling can reduce the overall no-show rate and increase system utilization, but at a cost of increased wait time for new patients. If patients are able to reschedule at least one week in advance, new patients' wait time is largely reduced, while the no-show rate remains the same; this is equivalent to the effect of a 5% increase in the clinic's capacity. 2019-09-01T07:00:00Z text application/pdf https://ink.library.smu.edu.sg/lkcsb_research/6227 info:doi/10.1287/msom.2018.0724 https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/viewcontent/Rescheduling_and_no_show_Jan_2018.pdf https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/filename/0/type/additional/viewcontent/msom.2018.0724.sm1.pdf http://creativecommons.org/licenses/by-nc-nd/4.0/ Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Appointment Scheduling Rescheduling No-Show Econometrics Data-Driven Simulation Medicine and Health Sciences Operations and Supply Chain Management |
institution |
Singapore Management University |
building |
SMU Libraries |
continent |
Asia |
country |
Singapore Singapore |
content_provider |
SMU Libraries |
collection |
InK@SMU |
language |
English |
topic |
Appointment Scheduling Rescheduling No-Show Econometrics Data-Driven Simulation Medicine and Health Sciences Operations and Supply Chain Management |
spellingShingle |
Appointment Scheduling Rescheduling No-Show Econometrics Data-Driven Simulation Medicine and Health Sciences Operations and Supply Chain Management LIU, Jiayi XIE, Jingui YANG, Kum Khiong ZHENG, Zhichao Effects of rescheduling on patient no-show behavior in outpatient clinics |
description |
We study the effects of rescheduling on no-show behavior in an outpatient appointment system for both new and follow-up patients. Previous literature has primarily focused on new patients and investigated the role of waiting time on no-show probability. We offer a more nuanced understanding of this costly phenomenon. Using comprehensive clinical data, we demonstrate that for follow-up patients, their no-show probability decreases by 10.9 percentage points if their appointments were rescheduled at their own request, but increases by 6.2 percentage points if they were rescheduled by the clinic. New patients, in contrast, are more concerned about waiting time and less sensitive to who initiates rescheduling. Using data-driven simulation, we conduct counterfactual investigation of the impact of allowing active rescheduling on the performance of appointment systems. In particular, allowing the flexibility of active rescheduling can reduce the overall no-show rate and increase system utilization, but at a cost of increased wait time for new patients. If patients are able to reschedule at least one week in advance, new patients' wait time is largely reduced, while the no-show rate remains the same; this is equivalent to the effect of a 5% increase in the clinic's capacity. |
format |
text |
author |
LIU, Jiayi XIE, Jingui YANG, Kum Khiong ZHENG, Zhichao |
author_facet |
LIU, Jiayi XIE, Jingui YANG, Kum Khiong ZHENG, Zhichao |
author_sort |
LIU, Jiayi |
title |
Effects of rescheduling on patient no-show behavior in outpatient clinics |
title_short |
Effects of rescheduling on patient no-show behavior in outpatient clinics |
title_full |
Effects of rescheduling on patient no-show behavior in outpatient clinics |
title_fullStr |
Effects of rescheduling on patient no-show behavior in outpatient clinics |
title_full_unstemmed |
Effects of rescheduling on patient no-show behavior in outpatient clinics |
title_sort |
effects of rescheduling on patient no-show behavior in outpatient clinics |
publisher |
Institutional Knowledge at Singapore Management University |
publishDate |
2019 |
url |
https://ink.library.smu.edu.sg/lkcsb_research/6227 https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/viewcontent/Rescheduling_and_no_show_Jan_2018.pdf https://ink.library.smu.edu.sg/context/lkcsb_research/article/7226/filename/0/type/additional/viewcontent/msom.2018.0724.sm1.pdf |
_version_ |
1770574651119894528 |