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Managing Clinical Appointments in an Academic Medical Center

In: Advances in Service Science

Author

Listed:
  • Chester Chambers

    (Johns Hopkins University)

  • Maqbool Dada

    (Johns Hopkins University)

  • Marlís González Fernández

    (Johns Hopkins University)

  • Kayode Williams

    (Johns Hopkins University)

Abstract

According to the US Department of Health and Human Services, roughly 40% of all outpatient visits in the US are made to teaching hospitals. The educational mission of these settings adds stages to the care delivery process and, in some instances leads to a system which is a hybrid between a single and two-server queue. We consider the problem of determining appointment schedules for these settings which explicitly account for the teaching mission, high no-show rate, a blending of patient types, highly variable processing times, processing in multiple stages, processing times that are not independent across stages, and a dynamic policy regarding the involvement of a medical trainee. We formulate the resulting problem and develop structural results. We then use properties of the optimization problem to develop an intuitive Cyclic scheduling approach, which bundles multiple patients into each Cycle. The application of our modeling framework is illustrated for the AMC clinic that motivated this work.

Suggested Citation

  • Chester Chambers & Maqbool Dada & Marlís González Fernández & Kayode Williams, 2019. "Managing Clinical Appointments in an Academic Medical Center," Springer Proceedings in Business and Economics, in: Hui Yang & Robin Qiu (ed.), Advances in Service Science, pages 277-286, Springer.
    • Handle: RePEc:spr:prbchp:978-3-030-04726-9_28
    DOI: 10.1007/978-3-030-04726-9_28
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