[Lecture, Jun 28] Effects of Rescheduling on Patient No-Show Behavior in Outpatient Clinics
 
time: 2018-06-25

Title: Effects of Rescheduling on Patient No-Show Behavior in Outpatient Clinics

Speaker: Dr. Jingui Xie, Associate Professor at School of Management, University of Science and Technology of China (USTC)

Time: 10:00 am, June 28, 2018

Venue: Room 109, Building 12, Wushan Campus


Introduction to the Speaker:

Dr. Jingui Xie is an associate professor in the School of Management, University of Science and Technology of China (USTC). Prior to joining USTC, he was a Research Fellow at National University of Singapore (NUS), a Chazen Research Scholar at Columbia Business School. He received a Ph.D. in Management Science and Engineering from Tsinghua University. He specializes in healthcare management. His works have been published in Manufacturing & Service Operations Management, IEEE Transactions on Automatic Control, Naval Research Logistics.


Abstract

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 less sensitive to who initiates rescheduling. Using data-driven simulation, we conduct counterfactual investigation of the impact of allowing active rescheduling on the performance of appointment systems.