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dc.contributor.authorÇayırlı, Tuğba
dc.contributor.authorYang, K. K.
dc.contributor.authorQuek, S. A.
dc.date.accessioned2014-07-11T08:21:30Z
dc.date.available2014-07-11T08:21:30Z
dc.date.issued2012-07
dc.identifier.issn1937-5956
dc.identifier.urihttp://hdl.handle.net/10679/492.1
dc.identifier.urihttp://onlinelibrary.wiley.com/doi/10.1111/j.1937-5956.2011.01297.x/abstract
dc.descriptionDue to copyright restrictions, the access to the full text of this article is only available via subscription.
dc.description.abstractThis study introduces a universal “Dome” appointment rule that can be parameterized through a planning constant for different clinics characterized by the environmental factors—no-shows, walk-ins, number of appointments per session, variability of service times, and cost of doctor's time to patients’ time. Simulation and nonlinear regression are used to derive an equation to predict the planning constant as a function of the environmental factors. We also introduce an adjustment procedure for appointment systems to explicitly minimize the disruptive effects of no-shows and walk-ins. The procedure adjusts the mean and standard deviation of service times based on the expected probabilities of no-shows and walk-ins for a given target number of patients to be served, and it is thus relevant for any appointment rule that uses the mean and standard deviation of service times to construct an appointment schedule. The results show that our Dome rule with the adjustment procedure performs better than the traditional rules in the literature, with a lower total system cost calculated as a weighted sum of patients’ waiting time, doctor's idle time, and doctor's overtime. An open-source decision-support tool is also provided so that healthcare managers can easily develop appointment schedules for their clinical environment.en_US
dc.description.sponsorshipOffice of Research, Singapore Management University
dc.language.isoengen_US
dc.publisherWileyen_US
dc.relation.ispartofProduction and Operations Management
dc.rightsrestrictedAccess
dc.titleA universal appointment rule in the presence of no-shows and walk-insen_US
dc.typeArticleen_US
dc.peerreviewedyesen_US
dc.publicationstatuspublisheden_US
dc.contributor.departmentÖzyeğin University
dc.contributor.authorID26584
dc.contributor.authorID0000-0001-7515-8716
dc.contributor.ozuauthorÇayırlı, Tuğba
dc.identifier.volume21
dc.identifier.issue4
dc.identifier.startpage682
dc.identifier.endpage697
dc.identifier.wosWOS:000306312000004
dc.identifier.doi10.1111/j.1937-5956.2011.01297.x
dc.subject.keywordsHealthcareen_US
dc.subject.keywordsAppointment schedulingen_US
dc.subject.keywordsSimulationen_US
dc.subject.keywordsNonlinear regressionen_US
dc.identifier.scopusSCOPUS:2-s2.0-84863826188


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