Effects of clinical characteristics on successful open access scheduling

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

Research output: Contribution to journalArticle

90 Citations (Scopus)

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.

Original languageEnglish (US)
Pages (from-to)111-124
Number of pages14
JournalHealth Care Management Science
Volume10
Issue number2
DOIs
StatePublished - Jun 1 2007

Fingerprint

Appointments and Schedules
Continuity of Patient Care
Hope
Ambulatory Care Facilities
Uncertainty
Open access
Physicians
Continuity
Throughput
No-Show Patients

Keywords

  • Appointment scheduling
  • Open access
  • Outpatient clinic
  • Patient no-show
  • Simulation

ASJC Scopus subject areas

  • Business, Management and Accounting(all)
  • Health Professions(all)

Cite this

Kopach, R., DeLaurentis, P. C., Lawley, M., Muthuraman, K., Ozsen, L., Rardin, R., ... Willis, D. (2007). Effects of clinical characteristics on successful open access scheduling. Health Care Management Science, 10(2), 111-124. https://doi.org/10.1007/s10729-007-9008-9

Effects of clinical characteristics on successful open access scheduling. / Kopach, Renata; DeLaurentis, Po Ching; Lawley, Mark; Muthuraman, Kumar; Ozsen, Leyla; Rardin, Ron; Wan, Hong; Intrevado, Paul; Qu, Xiuli; Willis, Deanna.

In: Health Care Management Science, Vol. 10, No. 2, 01.06.2007, p. 111-124.

Research output: Contribution to journalArticle

Kopach, R, DeLaurentis, PC, Lawley, M, Muthuraman, K, Ozsen, L, Rardin, R, Wan, H, Intrevado, P, Qu, X & Willis, D 2007, 'Effects of clinical characteristics on successful open access scheduling', Health Care Management Science, vol. 10, no. 2, pp. 111-124. https://doi.org/10.1007/s10729-007-9008-9
Kopach R, DeLaurentis PC, Lawley M, Muthuraman K, Ozsen L, Rardin R et al. Effects of clinical characteristics on successful open access scheduling. Health Care Management Science. 2007 Jun 1;10(2):111-124. https://doi.org/10.1007/s10729-007-9008-9
Kopach, Renata ; DeLaurentis, Po Ching ; Lawley, Mark ; Muthuraman, Kumar ; Ozsen, Leyla ; Rardin, Ron ; Wan, Hong ; Intrevado, Paul ; Qu, Xiuli ; Willis, Deanna. / Effects of clinical characteristics on successful open access scheduling. In: Health Care Management Science. 2007 ; Vol. 10, No. 2. pp. 111-124.
@article{5795c74f502146f4b3908e3cb1b647d8,
title = "Effects of clinical characteristics on successful open access scheduling",
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.",
keywords = "Appointment scheduling, Open access, Outpatient clinic, Patient no-show, Simulation",
author = "Renata Kopach and DeLaurentis, {Po Ching} and Mark Lawley and Kumar Muthuraman and Leyla Ozsen and Ron Rardin and Hong Wan and Paul Intrevado and Xiuli Qu and Deanna Willis",
year = "2007",
month = "6",
day = "1",
doi = "10.1007/s10729-007-9008-9",
language = "English (US)",
volume = "10",
pages = "111--124",
journal = "Health Care Management Science",
issn = "1386-9620",
publisher = "Kluwer Academic Publishers",
number = "2",

}

TY - JOUR

T1 - Effects of clinical characteristics on successful open access scheduling

AU - Kopach, Renata

AU - DeLaurentis, Po Ching

AU - Lawley, Mark

AU - Muthuraman, Kumar

AU - Ozsen, Leyla

AU - Rardin, Ron

AU - Wan, Hong

AU - Intrevado, Paul

AU - Qu, Xiuli

AU - Willis, Deanna

PY - 2007/6/1

Y1 - 2007/6/1

N2 - 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.

AB - 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.

KW - Appointment scheduling

KW - Open access

KW - Outpatient clinic

KW - Patient no-show

KW - Simulation

UR - http://www.scopus.com/inward/record.url?scp=34248993266&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=34248993266&partnerID=8YFLogxK

U2 - 10.1007/s10729-007-9008-9

DO - 10.1007/s10729-007-9008-9

M3 - Article

C2 - 17608053

AN - SCOPUS:34248993266

VL - 10

SP - 111

EP - 124

JO - Health Care Management Science

JF - Health Care Management Science

SN - 1386-9620

IS - 2

ER -