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Overbooking Increases Patient Access at East Carolina University's Student Health Services Clinic

Author

Listed:
  • John Kros

    (Department of Marketing and Supply Chain Management, College of Business, East Carolina University, Greenville, North Carolina 27858)

  • Scott Dellana

    (Department of Marketing and Supply Chain Management, College of Business, East Carolina University, Greenville, North Carolina 27858)

  • David West

    (Department of Marketing and Supply Chain Management, College of Business, East Carolina University, Greenville, North Carolina 27858)

Abstract

The health-care clinic presented in this study experienced significant numbers of patients who failed to arrive for their scheduled appointments (no-shows). The cost of reducing patient access at this clinic because of no-shows is estimated to exceed $400,000 annually. An interdisciplinary quality-improvement team developed a novel health-care overbooking model that includes the effects of employee burnout. This model estimates the nonlinear nature of the costs associated with medical-provider burnout caused by overbooked appointments that exceed clinic capacity. Several key East Carolina University clinical staff members had been skeptical about the value of overbooking. The model was instrumental in convincing them that implementing an overbooking process would benefit patients and the organization. The clinic, which subsequently implemented such a process, attributes a savings of $95,000 per semester to the initiative.

Suggested Citation

  • John Kros & Scott Dellana & David West, 2009. "Overbooking Increases Patient Access at East Carolina University's Student Health Services Clinic," Interfaces, INFORMS, vol. 39(3), pages 271-287, June.
    • Handle: RePEc:inm:orinte:v:39:y:2009:i:3:p:271-287
    DOI: 10.1287/inte.1090.0437
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    References listed on IDEAS

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    Cited by:

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    2. Tugba Cayirli & Kum Khiong Yang, 2019. "Altering the Environment to Improve Appointment System Performance," Service Science, INFORMS, vol. 11(2), pages 138-154, June.
    3. 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.

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