Performance Analysis of the Appointment Systems with No-Shows

10.6186/IJIMS.2010.21.1.5

Wei Sun；Zhi-Bin Tian；Nai-Shuo Tian

Appointment Scheduling ； No-Shows ； Numerical Analysis ； Comparison

International Journal of Information and Management Sciences

21：1（2010 / 03 / 01）

57 - 71

英文

Queueing systems with scheduled arrivals, i.e. appointment systems, are typical for many frontal service systems, e.g. health clinics. An important aspect of the customer behavior that influences overall efficiency of such systems is the phenomenon of no-shows. This paper gives further discussion about the performance measures of the S(2, p)/M/1 and S(3, p)/M/1 systems, which have been considered in [1]. Detailed numerical performance analysis and especially comparison between S(3, p)/M/1 with no show and S(2, p)/M/1 without no show, which is not made in [1], is presented in the paper.

1. American Air Force(2007).No-shows for appointments wastes time, money.
2. Bailey, N.(1952).A study of queues and appointment systems in hospitals outpatients departments with special reference to waiting times.Journal of the Royal Statistical Society,14,185-199.
3. BBC News(2007).GPs back "no show" fines.
4. Cayirli, T.,Veral, E.(2003).Outpatient scheduling in health care: a review of literature.Production and Operations Management,12(4),519-549.
5. Developing Patient Partnerships.(2007).Missed appointments increasing despite same day appointments.
6. Guardian Unlimited(2007).Unwelcome break.
7. Hassin, R.,Mendel, S.(2008).Scheduling arrivals to queues: A single-server model with no-shows.Management Science,54(3),565-572.
8. Hutzschenreuter, A.(2005).Queueing models for outpatient appointment scheduling. Thesis, Faculty for Mathematics and Economics.Germany:Ulm University.
9. Working paper, Department of Mathematics
10. Why 42% of clinic appointments are no-shows: An issue of respect
11. Mercer, A.(1973).Queues with scheduled arrivals: a correction, simplification and extension.Journal of Royal Statistical Society, Series B,35(1),104-116.
12. Mercer, A.(1960).A queueing problem in which the arrival times of the customers are scheduled.Journal of Royal Statistical Society, Series B,22(1),108-113.
13. Mondschein, S. V.,Weintraub, G. Y.(2003).Appointment policies in service operations service operations: a critical analysis of the economic framework.Production and Operations Management,12(2),266-286.
14. New Health Network(2007).What patients really think of the NHS.
15. Pegden, C.D.,Rosenshine, M.(1990).Scheduling arrivals to queues.Computers Operations Research,17(4),343-348.
16. Preater, J.(2001).A bibliography of queues in health and medicine.Keele Mathematics Research Report 01-1.
17. Stein, W. E.,Cote, M. J.(1994).Scheduling arrivals to queues.Computers Operations Research,21(6),607-614.

1. Wei, Wen-Chin(2010).From Mediate and Moderate View to Untangle the Relationship among Product Innovation Performance, Cross-Functional Cooperation and Quality Practices.International Journal of Information and Management Sciences,21(4),365-389.