Modeling the Effects of No-Shows for a Single-Physician Clinic Considering Patient Choice
作者单位：School of Business Administration Northeastern University Dept of Systems Engineering State Key Lab of Synthetic Automation of Process Industry College of Information Science & Engineering Northeastern University
会议名称：《第25届中国控制与决策会议》
主办单位：IEEE;NE Univ;IEEE Ind Elect Chapter;IEEE Harbin Sect Control Syst Soc Chapter;Guizhou Univ;IEEE Control Syst Soc;Syst Engn Soc China;Chinese Assoc Artificial Intelligence;Chinese Assoc Automat;Tech Comm Control Theory;Chinese Assoc Aeronaut;Automat Control Soc;Chinese Assoc Syst Simulat;Simulat Methods & Modeling Soc;Intelligent Control & Management Soc
会议日期：2013年
学科分类：12[管理学] 1204[管理学-公共管理] 120402[管理学-社会医学与卫生事业管理(可授管理学、医学学位)] 1004[医学-公共卫生与预防医学(可授医学、理学学位)] 10[医学]
基 金：supported by National Nature Science Foundation of China 71021061
关 键 词：healthcare appointment no-shows revenue management
摘 要：This paper tries to design a hybrid appointment system with no-shows of regular patients （who book in advance） considering patient choice to increase clinic revenue and patient satisfaction. For this purpose, a Markov Decision Process （MDP） model with no-shows of regular patients considering patient choice is formulated in this paper. The capacity management problem is to decide which appointment requests to accept to maximize the clinic revenue. We compared the results with the appointment system without considering no-shows, and analyze the effects of clinic revenue from the perspectives of day-length and average same-day demand with different no-show probability. Our results indicate that regular patients’ no-shows have a negative effect on clinic revenue. And the larger the no-show probability, the greater the negative effects of no-shows. Therefore, the clinic must carefully manage patients’ access to physicians’ slots to balance the needs of regular patients with no-shows and same-day patients （who require a same-day appointment）.