Evaluating the Impact of Patient No-Shows on Service Quality

Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand. In order to address common reasons why patients...

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Published in:Risk management and healthcare policy Vol. 13; pp. 509 - 517
Main Authors: Marbouh, Dounia, Khaleel, Iman, Al Shanqiti, Khawla, Al Tamimi, Maryam, Simsekler, Mecit Can Emre, Ellahham, Samer, Alibazoglu, Deniz, Alibazoglu, Haluk
Format: Journal Article
Language:English
Published: England Taylor & Francis Ltd 01.01.2020
Dove
Dove Medical Press
Subjects:
Environmental factors
Laboratories
no-shows
Original Research
overbooking
patient appointment
Patients
Predictive analytics
quality
Quality of service
Radiology
resource utilization
Scheduling
scheduling policy
patient appointment
overbooking
scheduling policy
predictive analytics
resource utilization
no-shows
quality
ISSN:1179-1594, 1179-1594
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Abstract Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand. In order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region. Our results show that the no-shows are high due to multiple factors, such as patient behavior, patients' financial situation, environmental factors and scheduling policy. In conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.
AbstractList Purpose: Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand. Methods: In order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region. Results: Our results show that the no-shows are high due to multiple factors, such as patient behavior, patients’ financial situation, environmental factors and scheduling policy. Conclusion: In conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.
Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand. In order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region. Our results show that the no-shows are high due to multiple factors, such as patient behavior, patients' financial situation, environmental factors and scheduling policy. In conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.
Dounia Marbouh,1 Iman Khaleel,1 Khawla Al Shanqiti,1 Maryam Al Tamimi,1 Mecit Can Emre Simsekler,1,2 Samer Ellahham,3 Deniz Alibazoglu,3 Haluk Alibazoglu4 1Research Center of Digital Supply Chain and Operations, Department of Industrial and Systems Engineering, Khalifa University, Abu Dhabi, United Arab Emirates; 2School of Management, University College London, London, UK; 3Heart and Vascular Institute, Cleveland Clinic Abu Dhabi, Abu Dhabi, United Arab Emirates; 4Imaging Institute, Cleveland Clinic Abu Dhabi, Abu Dhabi, United Arab EmiratesCorrespondence: Mecit Can Emre SimseklerKhalifa University of Science and Technology, Department of Industrial and Systems Engineering, P.O. Box 127788, Abu Dhabi, United Arab EmiratesTel +9712 501 8410Fax +971 2 447 2442Email emre.simsekler@ku.ac.aePurpose: Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand.Methods: In order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region.Results: Our results show that the no-shows are high due to multiple factors, such as patient behavior, patients' financial situation, environmental factors and scheduling policy.Conclusion: In conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.Keywords: quality, no-shows, overbooking, resource utilization, scheduling policy, patient appointment, predictive analytics
Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand.PURPOSEPatient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of anticipated revenue, particularly in services where resources are expensive and in great demand.In order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region.METHODSIn order to address common reasons why patients miss appointments, this study reviews the current literature and investigates various tools and methods that have been implemented to mitigate such issues. Further, a case study is conducted to identify the rate of no-shows and underlying causes at a radiology department in one of the leading hospitals in the MENA region.Our results show that the no-shows are high due to multiple factors, such as patient behavior, patients' financial situation, environmental factors and scheduling policy.RESULTSOur results show that the no-shows are high due to multiple factors, such as patient behavior, patients' financial situation, environmental factors and scheduling policy.In conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.CONCLUSIONIn conclusion, we generate a list of recommendations that can help in reducing the rate of patient no-shows, such as patient education, application of dynamic scheduling policies and effective appointment reminder systems to patients.
Author Ellahham, Samer
Alibazoglu, Deniz
Alibazoglu, Haluk
Al Shanqiti, Khawla
Khaleel, Iman
Al Tamimi, Maryam
Marbouh, Dounia
Simsekler, Mecit Can Emre
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BackLink https://www.ncbi.nlm.nih.gov/pubmed/32581613$$D View this record in MEDLINE/PubMed
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Keywords patient appointment
overbooking
scheduling policy
predictive analytics
resource utilization
no-shows
quality
Language English
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Snippet Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to loss of...
Purpose: Patient no-shows are long-standing issues affecting resource utilization and posing risks to the quality of healthcare services. They also lead to...
Dounia Marbouh,1 Iman Khaleel,1 Khawla Al Shanqiti,1 Maryam Al Tamimi,1 Mecit Can Emre Simsekler,1,2 Samer Ellahham,3 Deniz Alibazoglu,3 Haluk Alibazoglu4...
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StartPage 509
SubjectTerms Environmental factors
Laboratories
no-shows
Original Research
overbooking
patient appointment
Patients
Predictive analytics
quality
Quality of service
Radiology
resource utilization
Scheduling
scheduling policy
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Title Evaluating the Impact of Patient No-Shows on Service Quality
URI https://www.ncbi.nlm.nih.gov/pubmed/32581613
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