Publication: Appointment requests from multiple channels: characterizing optimal set of appointment days to offer with patient preferences
dc.contributor.coauthor | Tunçalp F. | |
dc.contributor.department | Department of Industrial Engineering | |
dc.contributor.kuauthor | Örmeci, Lerzan | |
dc.contributor.schoolcollegeinstitute | College of Engineering | |
dc.date.accessioned | 2025-03-06T21:00:33Z | |
dc.date.issued | 2024 | |
dc.description.abstract | We consider the appointment scheduling for a physician in a healthcare facility. Patients, of two types differentiated by their revenues and day preferences, contact the facility through either a call center to be scheduled immediately or a website to be scheduled the following morning. The facility aims to maximize the long-run average revenue, while ensuring that a certain service level is satisfied for patients generating lower revenue. The facility has two decisions: offering a set of appointment days and choosing the patient type to prioritize while contacting the website patients. Model 1 is a periodic Markov Decision Process (MDP) model without the service-level constraint. We establish certain structural properties of Model 1, while providing sufficient conditions for the existence of a preferred patient type and for the nonoptimality of the commonly used offer-all policy. We also demonstrate the importance of patient preference in determining the preferred type. Model 2 is the constrained MDP model that accommodates the service-level constraint and has an optimal randomized policy with a special structure. This allows developing an efficient method to identify a well-performing policy. We illustrate the performance of this policy through numerical experiments, for systems with and without no-shows. | |
dc.description.indexedby | Scopus | |
dc.description.publisherscope | International | |
dc.description.sponsoredbyTubitakEu | N/A | |
dc.identifier.doi | 10.1287/stsy.2022.0029 | |
dc.identifier.issn | 1946-5238 | |
dc.identifier.issue | 3 | |
dc.identifier.quartile | N/A | |
dc.identifier.scopus | 2-s2.0-85205021741 | |
dc.identifier.uri | https://doi.org/10.1287/stsy.2022.0029 | |
dc.identifier.uri | https://hdl.handle.net/20.500.14288/27919 | |
dc.identifier.volume | 14 | |
dc.keywords | Appointment scheduling | |
dc.keywords | Periodic Markov Decision Process with constraint | |
dc.language.iso | eng | |
dc.publisher | INFORMS Inst.for Operations Res.and the Management Sciences | |
dc.relation.ispartof | Stochastic Systems | |
dc.subject | Industrial Engineering | |
dc.title | Appointment requests from multiple channels: characterizing optimal set of appointment days to offer with patient preferences | |
dc.type | Journal Article | |
dspace.entity.type | Publication | |
local.contributor.kuauthor | Örmeci, Lerzan | |
local.publication.orgunit1 | College of Engineering | |
local.publication.orgunit2 | Department of Industrial Engineering | |
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relation.isOrgUnitOfPublication.latestForDiscovery | d6d00f52-d22d-4653-99e7-863efcd47b4a | |
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