Marbouh Dounia, Khaleel Iman, Al Shanqiti Khawla, Al Tamimi Maryam, Simsekler Mecit Can Emre, Ellahham Samer, Alibazoglu Deniz, Alibazoglu Haluk
Research Center of Digital Supply Chain and Operations, Department of Industrial and Systems Engineering, Khalifa University, Abu Dhabi, United Arab Emirates.
School of Management, University College London, London, UK.
Risk Manag Healthc Policy. 2020 Jun 4;13:509-517. doi: 10.2147/RMHP.S232114. eCollection 2020.
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.
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.
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.
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.
患者爽约是长期存在的问题，影响资源利用，并对医疗服务质量构成风险。它们还会导致预期收入损失，尤其是在资源昂贵且需求旺盛的服务中。
为了解决患者错过预约的常见原因，本研究回顾了当前文献，并调查了为缓解此类问题而实施的各种工具和方法。此外，还进行了一项案例研究，以确定中东和北非地区一家领先医院放射科的爽约率及潜在原因。
我们的结果表明，由于多种因素，如患者行为、患者财务状况、环境因素和排班政策，爽约率很高。
总之，我们提出了一系列有助于降低患者爽约率的建议，如患者教育、应用动态排班政策以及向患者提供有效的预约提醒系统。
