Designing appointment scheduling systems for ambulatory care services
Health Care Management Science, 9 (1):
47--58 (February 2006)DOI: 10.1007/s10729-006-6279-5
Abstract
The current climate in the health care industry de- mands efficiency and patient satisfaction in medical care delivery. These two demands intersect in scheduling of ambulatory care visits. This paper uses patient and doctor-related measures to assess ambulatory care performance and investigates the interactions among appointment system elements and patient panel characteristics. Analysis methodology involves simulation modeling of clinic sessions where empirical data forms the basis of model design and assumptions. Results indicate that patient sequencing has a greater effect on ambulatory care performance than the choice of an appointment rule, and that panel characteristics such as walkins, noshows, punctuality and overall session volume, influence the effectiveness of appointment systems.