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Effects of clinical characteristics on successful open access scheduling

Author

Listed:
  • Renata Kopach
  • Po-Ching DeLaurentis
  • Mark Lawley
  • Kumar Muthuraman
  • Leyla Ozsen
  • Ron Rardin
  • Hong Wan
  • Paul Intrevado
  • Xiuli Qu
  • Deanna Willis

Abstract

Many outpatient clinics are experimenting with open access scheduling. Under open access, patients see their physicians within a day or two of making their appointment request, and long term patient booking is very limited. The hope is that these short appointment lead times will improve patient access and reduce uncertainty in clinic operations by reducing patient no-shows. Practice shows that successful implementation can be strongly influenced by clinic characteristics, indicating that open access policies must be designed to account for local clinical conditions. The effects of four variables on clinic performance are examined: (1) the fraction of patients being served on open access, (2) the scheduling horizon for patients on longer term appointment scheduling, (3) provider care groups, and (4) overbooking. Discrete event simulation, designed experimentation, and data drawn from an intercity clinic in central Indiana are used to study the effects of these variables on clinic throughput and patient continuity of care. Results show that, if correctly configured, open access can lead to significant improvements in clinic throughput with little sacrifice in continuity of care. Copyright Springer Science+Business Media, LLC 2007

Suggested Citation

  • Renata Kopach & Po-Ching DeLaurentis & Mark Lawley & Kumar Muthuraman & Leyla Ozsen & Ron Rardin & Hong Wan & Paul Intrevado & Xiuli Qu & Deanna Willis, 2007. "Effects of clinical characteristics on successful open access scheduling," Health Care Management Science, Springer, vol. 10(2), pages 111-124, June.
    • Handle: RePEc:kap:hcarem:v:10:y:2007:i:2:p:111-124
    DOI: 10.1007/s10729-007-9008-9
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    References listed on IDEAS

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    Cited by:

    1. Xiuli Qu & Jing Shi, 2009. "Effect of two-level provider capacities on the performance of open access clinics," Health Care Management Science, Springer, vol. 12(1), pages 99-114, March.
    2. Eduardo Pérez, 2022. "An Appointment Planning Algorithm for Reducing Patient Check-In Waiting Times in Multispecialty Outpatient Clinics," SN Operations Research Forum, Springer, vol. 3(3), pages 1-22, September.
    3. Dantas, Leila F. & Fleck, Julia L. & Cyrino Oliveira, Fernando L. & Hamacher, Silvio, 2018. "No-shows in appointment scheduling – a systematic literature review," Health Policy, Elsevier, vol. 122(4), pages 412-421.
    4. Tugba Cayirli & Pinar Dursun & Evrim D. Gunes, 2019. "An integrated analysis of capacity allocation and patient scheduling in presence of seasonal walk-ins," Flexible Services and Manufacturing Journal, Springer, vol. 31(2), pages 524-561, June.
    5. Izady, Navid, 2019. "An integrated approach to demand and capacity planning in outpatient clinics," European Journal of Operational Research, Elsevier, vol. 279(2), pages 645-656.
    6. Hari Balasubramanian & Sebastian Biehl & Longjie Dai & Ana Muriel, 2014. "Dynamic allocation of same-day requests in multi-physician primary care practices in the presence of prescheduled appointments," Health Care Management Science, Springer, vol. 17(1), pages 31-48, March.
    7. Nan Liu & Serhan Ziya & Vidyadhar G. Kulkarni, 2010. "Dynamic Scheduling of Outpatient Appointments Under Patient No-Shows and Cancellations," Manufacturing & Service Operations Management, INFORMS, vol. 12(2), pages 347-364, September.
    8. Jiang, Yangzi & Abouee-Mehrizi, Hossein & Diao, Yuhe, 2020. "Data-driven analytics to support scheduling of multi-priority multi-class patients with wait time targets," European Journal of Operational Research, Elsevier, vol. 281(3), pages 597-611.
    9. Gheno Gloria, 2018. "A new link function for the prediction of binary variables," Croatian Review of Economic, Business and Social Statistics, Sciendo, vol. 4(2), pages 67-77, November.
    10. Qu, Xiuli & Peng, Yidong & Shi, Jing & LaGanga, Linda, 2015. "An MDP model for walk-in patient admission management in primary care clinics," International Journal of Production Economics, Elsevier, vol. 168(C), pages 303-320.
    11. Mi Young Suk & Bomgyeol Kim & Sang Gyu Lee & Chang Hoon You & Tae Hyun Kim, 2021. "Evaluation of Patient No-Shows in a Tertiary Hospital: Focusing on Modes of Appointment-Making and Type of Appointment," IJERPH, MDPI, vol. 18(6), pages 1-14, March.
    12. Yu Fu & Amarnath Banerjee, 2021. "A Stochastic Programming Model for Service Scheduling with Uncertain Demand: an Application in Open-Access Clinic Scheduling," SN Operations Research Forum, Springer, vol. 2(3), pages 1-32, September.
    13. Carrie Ka Yuk Lin, 2015. "An adaptive scheduling heuristic with memory for the block appointment system of an outpatient specialty clinic," International Journal of Production Research, Taylor & Francis Journals, vol. 53(24), pages 7488-7516, December.
    14. Shan Wang & Nan Liu & Guohua Wan, 2020. "Managing Appointment-Based Services in the Presence of Walk-in Customers," Management Science, INFORMS, vol. 66(2), pages 667-686, February.
    15. Evrim Güneş, 2009. "Modeling time allocation for prevention in primary care," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 17(3), pages 359-380, September.
    16. Morikawa, Katsumi & Takahashi, Katsuhiko, 2017. "Scheduling appointments for walk-ins," International Journal of Production Economics, Elsevier, vol. 190(C), pages 60-66.
    17. Sharan Srinivas & A. Ravi Ravindran, 2020. "Designing schedule configuration of a hybrid appointment system for a two-stage outpatient clinic with multiple servers," Health Care Management Science, Springer, vol. 23(3), pages 360-386, September.
    18. Domenico Conforti & Francesca Guerriero & Rosita Guido & Marco Cerinic & Maria Conforti, 2011. "An optimal decision making model for supporting week hospital management," Health Care Management Science, Springer, vol. 14(1), pages 74-88, March.
    19. Sina Faridimehr & Saravanan Venkatachalam & Ratna Babu Chinnam, 2021. "Managing access to primary care clinics using scheduling templates," Health Care Management Science, Springer, vol. 24(3), pages 482-498, September.
    20. Huiqiao Su & Guohua Wan & Shan Wang, 2019. "Online scheduling for outpatient services with heterogeneous patients and physicians," Journal of Combinatorial Optimization, Springer, vol. 37(1), pages 123-149, January.
    21. Qu, Xiuli & Shi, Jing, 2011. "Modeling the effect of patient choice on the performance of open access scheduling," International Journal of Production Economics, Elsevier, vol. 129(2), pages 314-327, February.
    22. Shen, Hua & Wan, Hong, 2009. "Controlled sequential factorial design for simulation factor screening," European Journal of Operational Research, Elsevier, vol. 198(2), pages 511-519, October.
    23. Genevieve E O'Connor, 2016. "Investigating the significance of insurance and income on health service utilization across generational cohorts," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(1), pages 19-33, March.
    24. Bowen Jiang & Jiafu Tang & Chongjun Yan, 2019. "A comparison of fixed and variable capacity-addition policies for outpatient capacity allocation," Journal of Combinatorial Optimization, Springer, vol. 37(1), pages 150-182, January.

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