Early Reservation for Follow-up Appointments: Enhancing Patient Care Continuity

Published Online:https://doi.org/10.1287/msom.2025.0321

References

  • Adida E, Bravo F, Science M (2019) Contracts for healthcare referral services: Coordination via outcome-based penalty contracts. Management Sci. 65(3):1322–1341.LinkGoogle Scholar
  • Arifolu K, Ren H, Tezcan T (2020) Hospital readmissions reduction program does not provide the right incentives: Issues and remedies. Management Sci. 67(4):2191–2210.LinkGoogle Scholar
  • Armony M, Maglaras C (2004) On customer contact centers with a call-back option: Customer decisions, routing rules, and system design. Oper. Res. 52(2):271–292.LinkGoogle Scholar
  • Artalejo JR (1995) A queueing system with returning customers and waiting line. Oper. Res. Lett. 17(4):191–199.CrossrefGoogle Scholar
  • Aswani A, Shen Z (2019) Data-driven incentive design in the Medicare shared savings program. Oper. Res. 67(4):1002–1026.AbstractGoogle Scholar
  • Atlas SJ, Grant RW, Ferris TG, Chang Y, Barry MJ (2009) Patient–physician connectedness and quality of primary care. Ann. Internal Medicine 150(5):325–335.CrossrefGoogle Scholar
  • Campello F, Ingolfsson A, Shumsky RA (2017) Queueing models of case managers. Management Sci. 63(3):882–900.LinkGoogle Scholar
  • Cayirli T, Veral E, Rosen H (2006) Designing appointment scheduling systems for ambulatory care services. Health Care Management Sci. 9(1):47–58.CrossrefGoogle Scholar
  • Chan CW, Yom-Tov G, Escobar G (2014) When to use speedup: An examination of service systems with returns. Oper. Res. 62(2):462–482.LinkGoogle Scholar
  • De Maeseneer JM, De Prins L, Gosset C, Heyerick J (2003) Provider continuity in family medicine: Does it make a difference for total health care costs? Ann. Family Medicine 1(3):144–148.CrossrefGoogle Scholar
  • Ding Y, Gupta D, Tang X (2023) Early reservation for follow-up appointments in a slotted-service queue. Oper. Res. 71(3):917–938.LinkGoogle Scholar
  • Dobson G, Tezcan T, Tilson V (2013) Optimal workflow decisions for investigators in systems with interruptions. Management Sci. 59(5):1125–1141.LinkGoogle Scholar
  • Dreiher J, Comaneshter DS, Rosenbluth Y, Battat E, Bitterman H, Cohen AD (2012) The association between continuity of care in the community and health outcomes: A population-based study. Israeli J. Health Policy Res. 1(1):1–12.Google Scholar
  • Feldman J, Liu N, Topaloglu H, Ziya S (2014) Appointment scheduling under patient preference and no-show behavior. Oper. Res. 62(4):794–811.LinkGoogle Scholar
  • Gallucci G, Swartz W, Hackerman F (2005) Brief reports: Impact of the wait for an initial appointment on the rate of kept appointments at a mental health center. Psychiatric Services 56(3):344–346.CrossrefGoogle Scholar
  • Green LV, Savin S (2008) Reducing delays for medical appointments: A queueing approach. Oper. Res. 56(6):1526–1538.LinkGoogle Scholar
  • Greenberg BS, Wolff RW (1987) An upper bound on the performance of queues with returning customers. J. Appl. Probab. 24(2):466–475.CrossrefGoogle Scholar
  • Guo P, Tang CS, Wang Y, Zhao M (2019) The impact of reimbursement policy on social welfare, revisit rate and waiting time in a public healthcare system: Fee-for-service vs. bundled payment. Manufacturing Service Oper. Management 21(1):154–170.LinkGoogle Scholar
  • Gupta D, Mehrotra M (2015) Bundled payments for healthcare services: Proposer selection and information sharing. Oper. Res. 63(4):772–788.LinkGoogle Scholar
  • Haggerty JL, Reid RJ, Freeman GK, Starfield BH, Adair CE, McKendry R (2003) Continuity of care: A multidisciplinary review. BMJ 327(7425):1219–1221.CrossrefGoogle Scholar
  • Hassin R, Roet-Green R (2017) The impact of inspection cost on equilibrium, revenue, and social welfare in a single-server queue. Oper. Res. 65(3):804–820.LinkGoogle Scholar
  • Huang J, Carmeli B, Mandelbaum A (2015) Control of patient flow in emergency departments, or multiclass queues with deadlines and feedback. Oper. Res. 63(4):892–908.LinkGoogle Scholar
  • Jiang H, Pang Z, Savin S (2020) Performance incentives and competition in health care markets. Production Oper. Management 29(5):1145–1164.CrossrefGoogle Scholar
  • Jiang H, Pang Z, Sergei S (2012) Performance-based contracts for outpatient medical services. Manufacturing Service Oper. Management 14(4):654–669.LinkGoogle Scholar
  • Jiang R, Shen S, Zhang Y (2017) Integer programming approaches for appointment scheduling with random no-shows and service durations. Oper. Res. 65(6):1638–1656.LinkGoogle Scholar
  • Kikano GE, Flocke SA, Gotler RS, Stange KC (2000) “My insurance changed”: The negative effects of forced discontinuity of care. Family Practice Management 7(10):44–45.Google Scholar
  • Kong Q, Lee CY, Teo CP, Zheng Z (2013) Scheduling arrivals to a stochastic service delivery system using copositive cones. Oper. Res. 61(3):711–726.LinkGoogle Scholar
  • Kong Q, Li S, Liu N, Teo CP, Yan Z (2020) Appointment scheduling under time-dependent patient no-show behavior. Management Sci. 66(8):3480–3500.LinkGoogle Scholar
  • Kostami V, Ward AR (2009) Managing service systems with an offline waiting option and customer abandonment. Manufacturing Service Oper. Management 11(4):644–656.LinkGoogle Scholar
  • LaVine NA, Coletti DJ, Verbsky J, Block L (2020) Enhanced scheduling support to improve continuity of care in a resident training clinic. J. Graduate Medical Ed. 12(2):208–211.CrossrefGoogle Scholar
  • Lawrence D (2019) Follow up boss tip: 5 ways to prioritize your follow up and get more clients without the guesswork. (June 17), https://tinyurl.com/bdz9ntbv.Google Scholar
  • Lazear EP, Shaw KL (2007) Personnel economics: The economist’s view of human resources. J. Econom. Perspect. 21(4):91–114.CrossrefGoogle Scholar
  • Liu N (2016) Optimal choice for appointment scheduling window under patient no-show behavior. Production Oper. Management 25(1):128–142.CrossrefGoogle Scholar
  • Liu N, Ziya S, Kulkarni VG (2010) Dynamic scheduling of outpatient appointments under patient no-shows and cancellations. Manufacturing Service Oper. Management 12(2):347–364.LinkGoogle Scholar
  • Liu N, van Jaarsveld W, Wang S, Xiao G (2023) Managing outpatient service with strategic walk-ins. Management Sci. 69(10):5904–5922.LinkGoogle Scholar
  • Luo J, Kulkarni VG, Ziya S (2012) Appointment scheduling under patient no-shows and service interruptions. Manufacturing Service Oper. Management 14(4):670–684.LinkGoogle Scholar
  • Nutting PA, Goodwin MA, Flocke SA, Zyzanski SJ, Stange KC (2003) Continuity of primary care: To whom does it matter and when? Ann. Family Medicine 1(3):149–155.CrossrefGoogle Scholar
  • Oyer P (1998) Fiscal year ends and nonlinear incentive contracts: The effect on business seasonality. Quart. J. Econom. 113(1):149–185.CrossrefGoogle Scholar
  • Robinson LW, Chen RR (2010) A comparison of traditional and open-access policies for appointment scheduling. Manufacturing Service Oper. Management 12(2):330–346.LinkGoogle Scholar
  • Rogers J, Curtis P (1980) The concept and measurement of continuity in primary care. Amer. J. Public Health 70(2):122–127.CrossrefGoogle Scholar
  • Royal College of General Practitioners (2019) RCGP guidelines for continuity of care. (October 1), https://tinyurl.com/5c4etmmk.Google Scholar
  • Sans-Corrales M, Pujol-Ribera E, Gene-Badia J, Pasarín-Rua MI, Iglesias-Pérez B, Casajuana-Brunet J (2006) Family medicine attributes related to satisfaction, health and costs. Family Practice 23(3):308–316.CrossrefGoogle Scholar
  • Saultz JW, Albedaiwi W (2004) Interpersonal continuity of care and patient satisfaction: A critical review. Ann. Family Medicine 2(5):445–451.CrossrefGoogle Scholar
  • Steinbauer JR, Korell K, Erdin J, Spann SJ (2006) Implementing open-access scheduling in an academic practice. Family Practice Management 13(3):59–64.Google Scholar
  • Steinwachs DM (1979) Measuring provider continuity in ambulatory care: An assessment of alternative approaches. Medical Care 17(6):551–565.CrossrefGoogle Scholar
  • Sualtz JW (2003) Defining and measuring interpersonal continuity of care. Ann. Family Medicine 1(3):134–143.CrossrefGoogle Scholar
  • Van Servellen G, Fongwa M, D’Errico EM (2006) Continuity of care and quality care outcomes for people experiencing chronic conditions: A literature review. Nursing Health Sci. 8(3):185–195.CrossrefGoogle Scholar
  • Wolff RW (1989) Stochastic Modelling and the Theory of Queues (Prentice Hall, Englewood Cliffs, NJ).Google Scholar
  • Yang T, Templeton JGC (1987) A survey on retrial queues. Queueing Systems 2(3):201–233.CrossrefGoogle Scholar
  • Yom-Tov GB, Mandelbaum A (2014) Erlang-R: A time-varying queue with reentrant customers, in support of healthcare staffing. Manufacturing Service Oper. Management 16(2):283–299.LinkGoogle Scholar
INFORMS site uses cookies to store information on your computer. Some are essential to make our site work; Others help us improve the user experience. By using this site, you consent to the placement of these cookies. Please read our Privacy Statement to learn more.