A universal appointment rule in the presence of no-shows and walk-ins

Production and Operations Management

Volumn 21, Issue 4, 2012, Pages 682-697

  Cayirli, Tugba ^a   Yang, Kum Khiong ^b   Quek, Ser Aik ^c  

^a OZYEGIN UNIVERSITY   (Turkey)

^b SINGAPORE MANAGEMENT UNIVERSITY   (Singapore)

^c NATIONAL UNIVERSITY OF SINGAPORE   (Singapore)

Author keywords

appointment scheduling; healthcare; nonlinear regression; simulation

Indexed keywords

EID: 84863826188     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2011.01297.x     Document Type: Article

References (41)

1. Bailey, N., 1952. A study of queues and appointment systems in hospital outpatient departments with special reference to waiting times. J. R. Stat. Soc. 14 (2): 185-199.
2. Barron, W. M., 1980. Failed appointments: Who misses them, why they are missed, and what can be done? Prim. Care 7 (4): 563-574. (Pubitemid 11173389)
3. Blanco White, M. J., M. C. Pike,. 1964. Appointment systems in outpatients' clinics and the effect on patients' unpunctuality. Med. Care 2 (3): 133-145.
4. Breiman, L., J. H. Friedman,. 1985. Estimating optimal transformations for multiple regression and correlation (with discussion). J. Am. Stat. Assoc. 80 (September): 580-619.
5. Cayirli, T., E. Veral,. 2003. Outpatient-scheduling in health care: A review of the literature. Prod. Oper. Manag. 12 (4): 519-549. (Pubitemid 39374569)
6. Cayirli, T., E. Veral, H. Rosen,. 2006. Designing appointment scheduling systems for ambulatory care services. Health Care Manage. Sci. 9 (1): 47-58. (Pubitemid 43228220)
7. Cayirli, T., E. Veral, H. Rosen,. 2008. Assessment of patient classification in appointment system design. Prod. Oper. Manag. 17 (3): 338-353.
8. Cox, T. F., J. F. Birchall, H. Wong,. 1985. Optimizing the queuing system for an ear, nose and throat outpatient clinic. J. Appl. Stat. 12: 113-126.
9. Denton, B., D. Gupta,. 2003. A sequential bounding approach for optimal appointment scheduling. IIE Trans. 35 (11): 1003-1016.
10. Fries, B., V. Marathe,. 1981. Determination of optimal variable-sized multiple-block appointment systems. Oper. Res. 29 (2): 324-345.
11. Green, L. V., S. Savin, B. Wang,. 2006. Managing patient service in a diagnostic medical facility. Oper. Res. 54 (1): 11-25.
12. Gupta, D., B. Denton,. 2008. Appointment scheduling in health care: Challenges and opportunities. IIE Trans. 40 (9): 800-819.
13. Hassin, R., S. Mendel,. 2008. Scheduling arrivals to queues: A single-server model with no-shows. Manage. Sci. 54 (3): 565-573.
14. Ho, C., H. Lau,. 1992. Minimizing total cost in scheduling outpatient appointments. Manage. Sci. 38 (12): 1750-1764.
15. Johnson, B. J., J. W. Mold, J. M. Pontious,. 2007. Reduction and management of no-shows by family medicine residency practice exemplars. Ann. Fam. Med. 5 (6): 534-539. (Pubitemid 350248585)
16. Kaandorp, G. C., G. Koole,. 2007. Optimal outpatient appointment scheduling. Health Care Manage. Sci. 10 (3): 217-229.
17. Kim, S., R. E. Giachetti,. 2006. A stochastic mathematical appointmentoverbooking model for healthcare providers to improve profits. IEEE Trans. Syst. Man Cybern. A Syst. Hum. 36 (6): 1211-1219. (Pubitemid 44680565)
18. Klassen, K. J., T. R. Rohleder,. 1996. Scheduling outpatient appointments in a dynamic environment. J. Oper. Manage. 14 (2): 83-101. (Pubitemid 126358382)
19. Klassen, K. J., T. R. Rohleder,. 2004. Outpatient appointment scheduling with urgent clients in a dynamic, multi-period environment. Int. J. Serv. Ind. Manage. 15 (2): 167-186. (Pubitemid 38706219)
20. Klassen, K. J., R. Yoogalingam,. 2009. Improving performance in outpatient appointment services with a simulation optimization approach. Prod. Oper. Manag. 18 (4): 447-458.
21. Kolisch, R., S. Sickinger,. 2008. Providing radiology health care services to stochastic demand of different customer classes. OR Spectr. 30 (2): 375-395.
22. Lacy, N. L., A. Paulman, M. D. Reuter, B. Lovejoy,. 2004. Why we don't come: Patient perceptions on no-shows. Ann. Fam. Med. 2 (6): 541-545. (Pubitemid 39643427)
23. LaGanga, L. R., S. R. Lawrence,. 2007a. Clinic overbooking to improve patient access and increase provider productivity. Decis. Sci. 38 (2): 251-276.
24. LaGanga, L. R., S. R. Lawrence,. 2007b. Appointment scheduling with overbooking to mitigate productivity loss from no-shows. Proceedings of the Decision Sciences Institute Annual Meeting, November 17-20, Phoenix, AZ, 2831-2836.
25. Moore, C. G., P. Wilson-Witherspoon, J. C. Probst,. 2001. Time and money: Effects of no-shows at a family practice residency clinic. Fam. Med. 33 (7): 522-527. (Pubitemid 32607186)
26. Muthuraman, K., M. Lawley,. 2006. A stochastic overbooking model for outpatient clinical scheduling with no-shows. IIE Trans. 40: 820-837.
27. Neter, J., W. Wasserman, M. H. Kutner,. 1985. Applied Linear Statistical Models, 2nd edn. Irwin, Homewood, IL.
28. Patrick, J., M. L. Puterman,. 2007. Improving resource utilization for diagnostic services through flexible inpatient scheduling: A method for improving resource utilization. J. Oper. Res. Soc. 58: 235-245. (Pubitemid 46224668)
29. Patrick, J., M. L. Puterman, M. Queyranne,. 2008. Dynamic multipriority patient scheduling for a diagnostic resource. Oper. Res. 56 (6): 1507-1525.
30. Rising, E., R. Baron, B. Averill,. 1973. A system analysis of a university health service outpatient clinic. Oper. Res. 21 (5): 1030-1047.
31. Robinson, L. W., R. R. Chen,. 2003. Scheduling doctors' appointments: Optimal and empirically-based heuristic policies. IIE Trans. 35: 295-307.
32. Soriano, A., 1966. Comparison of two scheduling systems. Oper. Res. 14: 388-397.
33. Sum, C. C., K. K. Yang, J. S. K. Ang, S. A. Quek,. 1995. An analysis of material requirements planning (MRP) benefits using Alternating Conditional Expectation (ACE). J. Oper. Manage. 13: 35-58.
34. Vanden Bosch, P. M., C. D. Dietz,. 2000. Minimizing expected waiting in a medical appointment system. IIE Trans. 32 (9): 841-848.
35. Vanden Bosch, P. M., C. D. Dietz, J. R. Simeoni,. 1999. Scheduling customer arrivals to a stochastic service system. Naval Res. Logist. 46: 549-559. (Pubitemid 129584920)
36. Vissers, J., 1979. Selecting a suitable appointment system in an outpatient setting. Med. Care 17 (12): 1207-1220. (Pubitemid 10128048)
37. Vissers, J., J. Wijngaard,. 1979. The outpatient appointment system: Design of a simulation study. Eur. J. Oper. Res. 3 (6): 459-463.
38. Walter, S. D., 1973. A comparison of appointment schedules in a hospital radiology department. Br. J. Prev. Soc. Med. 27: 160-167.
39. Wang, P. P., 1993. Static and dynamic scheduling of customer arrivals to a single-server system. Naval Res. Logist. 40: 345-360. (Pubitemid 23640806)
40. Wang, P. P., 1997. Optimally scheduling N customer arrival times for a single-server system. Comput. Oper. Res. 24 (8): 703-716.
41. Yang, K. K., M. L. Lau, S. A. Quek,. 1998. A new appointment rule for a single-server, multiple-customer service system. Naval Res. Logist. 45 (3): 313-326. (Pubitemid 128592889)