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Effects Of Rescheduling On Patient No-Show Behavior In Outpatient Clinics, Jiayi Liu, Jingui Xie, Kum Khiong Yang, Zhichao Zheng

Research Collection Lee Kong Chian School Of Business

We study the effects of rescheduling on no-show behavior in an outpatient appointment system for both new and follow-up patients. Previous literature has primarily focused on new patients and investigated the role of waiting time on no-show probability. We offer a more nuanced understanding of this costly phenomenon. Using comprehensive clinical data, we demonstrate that for follow-up patients, their no-show probability decreases by 10.9 percentage points if their appointments were rescheduled at their own request, but increases by 6.2 percentage points if they were rescheduled by the clinic. New patients, in contrast, are more concerned about waiting time and less …