Linda R. LaGanga

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The problem of patient no-shows (patients who do not arrive for scheduled appointments) is significant in many health care settings, where no-show rates can vary widely. No-shows reduce provider productivity and clinic efficiency, increase health care costs, and limit the ability of a clinic to serve its client population by reducing its effective capacity.(More)
This field research in outpatient service operations examines original quantitative data on appointments and analyzes a lean process improvement project that was conducted to increase capacity to admit new patients into a healthcare service operation system. Analysis of 1726 intake appointments for the year preceding and the full year following the lean(More)
The challenge of balancing the interests of patients with those of healthcare providers is increased when patients fail to show up for scheduled appointments. Overbooking appointments mitigates the lost productivity caused by no-shows but increases patient wait time and provider overtime. In this paper, simulation analysis is used to develop and test the(More)
Yield and revenue management have been extensively investigated for transportation and hospitality industries, but there has been relatively little study of these topics for appointment services where customers are scheduled to arrive at prearranged times. Such settings included health care clinics; law offices and clinics; government offices; retail(More)
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