Evaluating the Impact of Patient No-Shows on Service Quality.
no-shows
overbooking
patient appointment
predictive analytics
quality
resource utilization
scheduling policy
Journal
Risk management and healthcare policy
ISSN: 1179-1594
Titre abrégé: Risk Manag Healthc Policy
Pays: England
ID NLM: 101566264
Informations de publication
Date de publication:
2020
2020
Historique:
received:
23
09
2019
accepted:
23
03
2020
entrez:
26
6
2020
pubmed:
26
6
2020
medline:
26
6
2020
Statut:
epublish
Résumé
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.
Identifiants
pubmed: 32581613
doi: 10.2147/RMHP.S232114
pii: 232114
pmc: PMC7280239
doi:
Types de publication
Journal Article
Langues
eng
Pagination
509-517Informations de copyright
© 2020 Marbouh et al.
Déclaration de conflit d'intérêts
The authors report no conflicts of interest in this work.
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