A comparison of traditional and open-access policies for appointment scheduling

Manufacturing and Service Operations Management

Volumn 12, Issue 2, 2010, Pages 330-346

  Robinson, Lawrence W ^a   Chen, Rachel R ^b  

^a The Samuel Curtis Johnson Graduate School of Management   (United States)

^b UNIVERSITY OF CALIFORNIA   (United States)

Author keywords

Health care management; Service operations

Indexed keywords

CARE MANAGEMENT; IDLE TIME; OPEN ACCESS; PATIENT WAITING TIME; RANDOM NUMBERS; SCHEDULING POLICIES; SERVICE OPERATIONS; WAITING-TIME; WEIGHTED AVERAGES;

SCHEDULING;

EID: 77952193120     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1090.0270     Document Type: Article

References (42)

1. Cayirli, T., E. Veral. 2003. Outpatient scheduling in health care: A review of literature. Production Oper. Management 12(4) 519-549.
2. Cayirli, T., E. Veral, H. Rosen. 2006. Designing appointment scheduling systems for ambulatory care services. Health Care Management Sci. 9(1) 47-58.
3. Chen, R. 2007. Appointment scheduling under unpunctual arrivals. Working paper, Graduate School of Management, University of California at Davis, Davis.
4. Denton, B. T., D. Gupta. 2003. A sequential bounding approach for optimal appointment scheduling. IIE Trans. 35(11) 1003-1016.
5. Dobson, G., S. Hasija, E. J. Pinker. 2006. Reserving capacity for urgent cases in primary care. Working paper, Simon School of Business, University of Rochester, Rochester, NY.
6. Fetter, R. B., J. D. Thompson. 1966. Patients' waiting time and doctors' idle time in the outpatient setting. Health Services Res. 1(1) 66-90.
7. Galucci, G., W. Swartz, F. Hackerman. 2005. Impact of the wait for an initial appointment on the rate of kept appointments at a mental health center. Psychiatric Services 56(3) 344-346.
8. Grandinetti, D. A. 2000. You mean I can see the doctor today? Medical Econom. 77(6) 102-114.
9. Green, L. V., S. Savin. 2008. Reducing delays for medical appointments: A queueing model. Oper.Res. 56(6) 1526-1538.
10. Green, L. V., S. Savin, M. Murray. 2007. Providing timely access to care: What is the right patient panel size? Joint Commission J. Quality Patient Safety 33(4) 211-218.
11. Hassin, R., S. Mendel. 2008. Scheduling arrivals to queues: A single- server model with no-shows. Management Sci. 54(3) 565-572.
12. Hixon, A. L., R. W. Chapman, J. Nuovo. 1999. Failure to keep clinic appointments: Implications for residency education and productivity. Family Medicine 31(9) 627-630.
13. Ho, C.-J., H.-S. Lau. 1992. Minimizing total cost in scheduling outpatient appointments. Management Sci. 38(12) 1750-1764.
14. Ho, C.-J., H.-S. Lau. 1997. Evaluating the impact of operating conditions on the performance of appointment scheduling rules in service systems. Eur.J.Oper.Res. 112(3) 542-553.
15. Jansson, B. 1966. Choosing a good appointment system - A study of queues of the type (D, M, 1). Oper. Res. 14(2) 292-312.
16. Kaandorp, G., G. Koole. 2007. Optimal outpatient appointment scheduling. Health Care Management Sci. 10(3) 217-229.
17. LaGanga, L. R., S. R. Lawrence. 2007a. An appointment overbooking model to improve client access and provider productivity. Proc. New Challenges Service Oper., POMS College Service Oper., EurOMA, London.
18. LaGanga, L. R., S. R. Lawrence. 2007b. Clinic overbooking to improve patient access and increase provider productivity. Decision Sci. 38(2) 251-276.
19. Mercer, A. 1960. A queuing problem in which the arrival times of the customers are scheduled. J.Roy.Statist.Soc.Ser. B 22(1) 108-113.
20. Mercer, A. 1973. Queues with scheduled arrivals: A correction, simplification and extension. J.Roy.Statist.Soc.Ser. B 35(1) 104-116.
21. Moore, C. G., P. Wilson-Witherspoon, J. C. Probst. 2001. Time and money: Effects of no-shows at a family practice residency clinic. Family Medicine 33(7) 522-527.
22. Mondschein, S. V., G. Y. Weintraub. 2003. Appointment policies in service operations: A critical analysis of the economic framework. Production Oper.Management 12(2) 266-286.
23. Murray, M., D. M. Berwick. 2003. Advance access: Reducing waiting and delays in primary care. J.Amer.Medical Assoc. 289(8) 1035-1039.
24. Murray, M., C. Tantau. 2000. Same-day appointments: Exploding the access paradigm. Family Practice Management 7(September) 45-50.
25. Muthuraman, K., M. Lawley. 2008. A stochastic overbooking model for outpatient clinical scheduling with no-shows. IIE Trans. 40(9) 820-837.
26. O'Brien, G., R. Lazebnik. 1998. Telephone call reminders and attendance in an adolescent clinic. Pediatrics 101(6) e6.
27. Pegden, C. D., M. Rosenshine. 1990. Scheduling arrivals to queues. Comput.Oper.Res. 17(4) 343-348. Pesata, V., G.
28. Palliga, A. A. Webb. 1999. A descriptive study of missed appointments: Families' perceptions of barriers to care. J.Pediatric Health Care 13(4) 178-182.
29. Qu, X., R. L. Rardin, J. A. A. Williams, D. R. Willis. 2007. Matching daily healthcare provider capacity to demand in advanced access scheduling systems. Eur.J.Oper.Res. 183(2) 812-826.
30. Robinson, L. W., R. Chen. 2003. Scheduling doctors' appointments: Optimal and empirically-based heuristic policies. IIE Trans. 35(3) 295-307.
31. Rust, C. T., N. H. Gallups, W. S. Clark, D. S. Jones, W. D. Miller. 1995. Patient appointment failures in pediatric resident continuity clinics. Arch.Pediatrics Adolescent Medicine 149(6) 693-695.
32. Shuster, M. 2003. Advanced-access scheduling in primary care. J.Amer.Medical Assoc. 290(3) 332-333.
33. Soriano, A. 1966. Comparison of two scheduling systems. Oper.Res. 14(3) 388-397.
34. Steinbauer, J. R., K. Korell, J. Erdin, S. J. Spann. 2006. Implementing open-access scheduling in an academic practice. Family Practice Management 13(3) 59-64.
35. Ulmer, T., C. Troxler. 2006. The economic cost of missed appointments and the open access system. Working paper, University of Florida Area Health Education Centers Program, Gainesville.
36. Vissers, J. 1979. Selecting a suitable appointment system in an outpatient setting. Medical Care 17(12) 1207-1220.
37. Vissers, J., J. Wijngaard. 1979. The outpatient appointment system: Design of a simulation study. Eur. J.Oper. Res. 3(6) 459-463.
38. Wang, P. P. 1993. Static and dynamic scheduling of customer arrivals to a single-server system. Naval Res.Logist. 40(3) 345-360.
39. Wang, P. P. 1997. Optimally scheduling N customer arrival times for a single-server system. Comput.Oper. Res. 24(8) 703-716.
40. Weiss, E. N. 1990. Models for determining estimated start times and case orderings in hospital operating rooms. IIE Trans. 22(2) 143-150.
41. Xakellis, G. C., A. Bennett. 2001. Improving clinic efficiency of a family medicine teaching clinic. Family Medicine 33(7) 533-538.
42. Zeng, B., A. Turkcan, J. Lin, M. Lawley. 2009. Clinic scheduling models with overbooking for patients with heterogeneous no-show probabilities. Ann.Oper. Res., ePub ahead of print June 12.