Engineering Commons^™

Exploring The Association Between Patient Waiting Time, No-Shows And Overbooking Strategy To Improve Efficiency In Health Care, Cam Tu M. Nguyen

Industrial Engineering Undergraduate Honors Theses

Many primary care clinics are using overbooking as a strategy to mitigate the negative impacts on operations and performance caused by patient nonattendance of appointments, also known as “no-shows”. However, overbooking tends to increase patient waiting time and worker overtime. It is also acknowledged that patient waiting time is associated with no-show behavior, yet there is a lack of observational study to quantify the relationship. The overall goal of this research is to explore the relationships between patient waiting time, no-show behavior and overbooking strategy in terms of clinic performance. Arena® simulation software is used to create a discrete-event simulation …