期刊
INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH
卷 60, 期 19, 页码 5977-5993出版社
TAYLOR & FRANCIS LTD
DOI: 10.1080/00207543.2021.1977407
关键词
Application in healthcare systems; operations research; scheduling; customer behaviour; patient admission
资金
- National Natural Science Foundation of China [71432006, 71801058, 61374095]
- Guangxi Science and Technology Project [2018JJB110017, 2018AD19260]
This study introduces a new appointment window scheduling approach, which significantly improves customer satisfaction by dynamically allocating admission windows, reducing wait-but-abandon events and departures caused by waiting beyond the admission window.
In this study, we propose a new appointment window scheduling (AWS) approach of informing customers of an admission window (AW) rather than the traditional appointment time. We provide a formal description of this AWS problem for only one kind of customer and propose a dedicated chance-constrained policy to assign AWs dynamically under the condition with fixed service capacity, different scales as well as status in different waiting stages, and wait-dependent abandonment. Numerical experiments show that customer satisfaction can be significantly improved (by reducing over 60% of wait-but-abandon events and by reducing 90% of departures caused by waiting beyond the AW), and server utilisation is slightly improved. And the improvements are more significant when systems are overloaded, and customers are more sensitive to online waiting than offline waiting. The AWS scenario can also be applied to other queueing systems as long as it is possible and profitable to let customers wait outside of the waiting area.
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