Clinic overbooking to improve patient access and increase provider productivity

Decision Sciences

Volumn 38, Issue 2, 2007, Pages 251-276

  Laganga, Linda R ^a   Lawrence, Stephen R ^b  

^a Mental Health Center of Denver   (United States)

^b UNIVERSITY OF COLORADO   (United States)

Author keywords

Appointment scheduling; Health care policy; No shows; Overbooking; Scheduling policies and systems; Service operations; Simulation; Utility assessment

Indexed keywords

EID: 34248332494     PISSN: 00117315     EISSN: 15405915     Source Type: Journal    
DOI: 10.1111/j.1540-5915.2007.00158.x     Document Type: Article

References (44)

1. Bailey, N. T. (1952). A study of queues and appointment systems in hospital out-patient departments, with special reference to waiting-times. Journal of the Royal Statistical Society, Series B, 14 (2 185 199.
2. Barnhart, C., Belobaba, P., & Odoni, A. R. (2003). Applications of operations research in the air transport industry. Transportation Science, 37 (4 368 391.
3. Baum, N. H. (2001). Control your scheduling to ensure patient satisfaction. Urology Times, 29 (3 38 43.
4. Barron, W. M. (1980). Failed appointments: Who misses them, why they are missed, and what can be done. Primary Care, 7 (4 563 574.
5. Bean, A. B., & Talaga, J. (1995). Predicting appointment breaking. Journal of Health Care Marketing, 15 (1 29 34.
6. Blanco White, M. J., & Pike, M. C. (1964). Appointment systems in out-patients' clinics and effect of patients' unpunctuality. Medical Care, 2 (3 133 145.
7. Brahimi, M., & Worthington, D. J. (1991). Queueing models for out-patient appointment systems - A case study. Journal of the Operational Research Society, 42 (9 733 746.
8. Campbell, J. D., Chez, R. A., Queen, T., Barcelo, A., & Patron, E. (2000). The no-show rate in a high-risk obstetric clinic. Journal of Women's Health & Gender-Based Medicine, 9 (8 891 895.
9. Cayirli, T., & Veral, E. (2003). Outpatient scheduling in health care: A review of literature. Production and Operations Management, 12 (4 519 549.
10. Chesanow, N. (1996). Can't stay on schedule? Here's a solution. Medical Economics, 73 (21 174 180.
11. Chung, M. K. (2002). Tuning up your patient schedule. Family Practice Management, 9 (1 41 48.
12. Cole, R. M. (2003). Four steps to a streamlined schedule: Analyzing your schedule in minute detail can help you gain control and keep your practice at peak performance. Review of Optometry, 140 (6 33 35.
13. Colorado Department of Human Services, Division of Mental Health 2005). MHSIP consumer survey: Consumers' perceptions of care in the community mental health system in Colorado, accessed March 1, 2006, available at http://www.cdhs.state.co.us/dmh/PDFs/de_MHSIP_MHCtech_rpt_fy05.pdf.
14. Easton, F. F., & Goodale, J. C. (2005). Schedule recovery: Unplanned absences in service operations. Decision Sciences, 36 (3 459 448.
15. Fetter, R. B., & Thompson, J. D. (1966). Patients' waiting time and doctors' idle time in the outpatient setting. Health Services Research, 1 (1 66 90.
16. Garuda, S. R., Javalgi, R. G., & Talluri, V. S. (1998). Tackling no-show behavior: A market-driven approach. Health Marketing Quarterly, 5 (4 25 45.
17. Grunebaum, M., Luber, P., Callahan, M., Leon, A. C., Olfson, M., & Portera, L. (1996). Predictors of missed appointments for psychiatric consultations in a primary care clinic. Psychiatric Services, 47 (8 848 852.
18. Ho, C., & Lau, H. (1992). Minimizing total cost in scheduling outpatient appointments. Management Science, 38 (12 1750 1763.
19. Hopp, W., & Spearman, M. (2001). Factory physics (2nd ed New York : McGraw-Hill.
20. Kimes, S. E. (1989). Yield management: A tool for capacity-constrained service firms. Journal of Operations Management, 8 (4 348 363.
21. Klassen, K. J., & Rohleder, T. R. (1996). Scheduling outpatient appointments in a dynamic environment. Journal of Operations Management, 14 (2 83 101.
22. Kruse, G. R., & Rohland, B. M. (2002). Factors associated with attendance at a first appointment after discharge from a psychiatric hospital. Psychiatric Services, 53 (4 473 476.
23. Larkin, H. (1999). Satisfaction pays. American Medical News, 42 (30 17.
24. Lieberman, W. (2004). Revenue management trends and opportunities. Journal of Revenue and Pricing Management, 4 (1 91 99.
25. Lieberman, W. (2005). How times have changed for the revenue management professional! Journal of Revenue and Pricing Management, 4 (20 109 110.
26. McCarthy, E. L. (2002). Physician office productivity improvement through operations analysis and process redesign. The Journal of Ambulatory Care Management, 25 (4 37 52.
27. McCarthy, K., McGee, H. M., & O'Boyle, C. A. (2000). Outpatient clinic waiting times and non-attendance as indicators of quality. Psychology, Health & Medicine, 5 (3 287 293.
28. McGill, J. I., & Van Ryzin, G. J. (1999). Revenue management: Research overview and prospects. Transportation Science, 33 (2 233 256.
29. Metters, R., & Vargas, V. (1999). Yield management for the nonprofit sector. Journal of Service Research, 1 (3 215 226.
30. Murray, M., & Berwick, D. M. (2003). Advanced access: Reducing waiting and delays in primary care. Journal of the American Medical Association, 289 (8 1035 1040.
31. Rohleder, T. R., & Klassen, K. J. (2002). Rolling horizon appointment scheduling: A simulation study. Health Care Management Science, 5 (3 201 209.
32. Rust, C. T., Gallups, N. H., Clark, W. S., Jones, D. S., & Wilcox, W. D. (1995). Patient appointment failures in pediatric resident continuity clinics. Archives of Pediatrics & Adolescent Medicine, 149 (6 693 695.
33. Sharp, D. J., & Hamilton, W. (2001). Non-attendance at general practices and outpatient clinics: Local systems are needed to address local problems. British Medical Journal, 323 (7321 1081 1082.
34. Shonick, W., & Klein, B. W. (1977). An approach to reducing the adverse effects of broken appointments in primary care systems. Medical Care, 15 (5 419 429.
35. Sweeney, D. R. (1996). Your office: A lot of things will have to change. Medical Economics, 73 (7 97 102.
36. Toh, R. S., & Raven, P. (2003). Perishable asset revenue management: Integrated Internet marketing strategies for the airlines. Transportation Journal, 42 (4 30 44.
37. Tonges, M. C. (1985). Quality with economy: Doing the right things for less. Nursing Economics, 3 (4 205 211.
38. Van Ryzin, G. J., & Talluri, K. T. (2003). Revenue management. In R.W. Hall (Ed Handbook of transportation science. Boston : Kluwer Academic Publishers, 599-659.
39. Vissers, J. (1979). Selecting a suitable appointment system in an outpatient setting. Medical Care, 17 (12 1207 1220.
40. Vissers, J., & Wijngaard, J. (1979). The outpatient appointment system: Design of a simulation study. European Journal of Operational Research, 3 (6 459 463.
41. Warden, J. (1995). 4.5 Million outpatients miss appointments. British Medical Journal, 310 (6 1158.
42. Weatherford, L. R., & Bodily, S. E. (1992). A taxonomy and research overview of perishable-asset revenue management. Operations Research, 40 (5 831 844.
43. Welch, J. D., & Bailey, N. T. (1952). Appointment systems in hospital outpatient departments. The Lancet, 1 (22 1105 1108.
44. Wright, P. D., Bretthauer, K. M., & Côté, M. J. (2006). Reexamining the nurse scheduling problem: Staffing ratios and nursing shortages. Decision Sciences, 37 (1 39 70.