Publication Type
Journal Article
Version
publishedVersion
Publication Date
1-2020
Abstract
This study investigates demand and capacity strategiesfor managing clinic variability. These include (i) same-day scheduling tocontrol random walk-ins, (ii) no-show intervention, where the clinic callsadvance-booked patients a day before to identify and release canceled slots tosame-day patients, and (iii) adjustments to daily number of appointments foradvance-booked patients to match seasonal variations in same-day demand. Thesestrategies are tested over the individual-block/fixed-interval (IBFI) and theDome appointment rules. The resulting appointment systems are tested underscenarios with different levels of same-day demand, demand seasonality,no-shows and cost ratios. The goal is to minimize the weighted sum of patients’wait time and physician’s idle-time and overtime. Our results show that choosingthe appropriate refinements in the order of appointment rules, same-day scheduling,no-show intervention, and capacity adjustment provides maximum improvement. The total costbenefit of demand strategies (i) and (ii) is 7 to 21%, whereas the benefit ofcapacity strategy (iii) is as high as 6%. Analysis is provided on the main and interactioneffects of different environmental factors on the demand and capacitystrategies. Our study affirms the universality of the Dome rule to perform wellwhen combined with demand and capacity strategies across differentenvironments.
Keywords
Appointment scheduling, Open access, Same-day demand and walk-ins, Simulation
Discipline
Business Administration, Management, and Operations | Health and Medical Administration | Operations and Supply Chain Management
Research Areas
Operations Management
Publication
Journal of the Operational Research Society
Volume
71
Issue
1
First Page
133
Last Page
152
ISSN
0160-5682
Identifier
10.1080/01605682.2018.1557023
Publisher
Taylor & Francis
Citation
YANG, Kum Khiong and CAYIRLI, Tugba.
Managing clinic variability with same-day scheduling, intervention for no-shows, and seasonal capacity adjustments. (2020). Journal of the Operational Research Society. 71, (1), 133-152.
Available at: https://ink.library.smu.edu.sg/lkcsb_research/6504
Copyright Owner and License
Publisher
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Additional URL
https://doi.org/10.1080/01605682.2018.1557023
Included in
Business Administration, Management, and Operations Commons, Health and Medical Administration Commons, Operations and Supply Chain Management Commons