Dynamic overbooking scheduling system to improve patient access

Y. Huang, P. Zuniga

Research output: Contribution to journalArticlepeer-review


Patient no-show has long been a recognized problem in modern outpatient health-care delivery systems. The common impacts are reduced clinic efficiency and provider productivity, wasted medical resources, increased health-care cost and limited patient access to care. The main goal of this research is to develop an effective dynamic overbooking policy into any scheduling system that accounts for the predictive probability of no-shows for any given patient. This policy increases the quality of patient care in terms of wait time and access to care while minimizing the clinic's costs. This proposed model is also illustrated to be more cost-effective than overbooking patients evenly throughout a clinic session. This paper also suggests that overbooking should be performed at better patient flow and higher no-show rate so that the costs are minimized. Consequently, this research improves the outpatient experience for both patients and medical providers.

Original languageEnglish (US)
Pages (from-to)810-820
Number of pages11
JournalJournal of the Operational Research Society
Issue number6
StatePublished - Jun 2012


  • health services; overbooking; no-shows; outpatient scheduling

ASJC Scopus subject areas

  • Modeling and Simulation
  • Strategy and Management
  • Statistics, Probability and Uncertainty
  • Management Science and Operations Research


Dive into the research topics of 'Dynamic overbooking scheduling system to improve patient access'. Together they form a unique fingerprint.

Cite this