Evaluating the impact of patient no-shows on service quality

Dounia Marbouh, Iman Khaleel, Khawla Al Shanqiti, Maryam Al Tamimi, Mecit Can Emre Simsekler, Samer Ellahham, Deniz Alibazoglu, Haluk Alibazoglu

Research output: Contribution to journalArticlepeer-review

68 Scopus citations

Abstract

Purpose: 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. Methods: 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. Results: 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. Conclusion: 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.

Original languageBritish English
Pages (from-to)509-517
Number of pages9
JournalRisk Management and Healthcare Policy
Volume13
DOIs
StatePublished - 2020

Keywords

  • No-shows
  • Overbooking
  • Patient appointment
  • Predictive analytics
  • Quality
  • Resource utilization
  • Scheduling policy

Fingerprint

Dive into the research topics of 'Evaluating the impact of patient no-shows on service quality'. Together they form a unique fingerprint.

Cite this