Benjamin-Bauman J, Reiss M L, Bailey J S
J Appl Behav Anal. 1984 Fall;17(3):295-301. doi: 10.1901/jaba.1984.17-295.
We examined the effect of reducing the interval between a patient's call for an appointment and the appointment itself. In Experiment 1, patients calling a family planning unit of a public health department were assigned appointments within either 1 or 3 weeks of their call. Data on patient "shows" and "no-shows" were recorded weekly for 6 weeks. Show rates for those in the 1-week appointment group were significantly higher than those in the 3-week group. In Experiment 2, patients were assigned to appointment dates either the next operating clinic day (next-day group) or 2 weeks from the call date (2-week group). Show rates for those in the next-day group were significantly better than show rates for patients in the 2-week group. Clinic productivity, time spent with patients, and consumer satisfaction were also assessed. Implications for appointment scheduling are discussed.
我们研究了缩短患者预约挂号时间间隔与实际预约时间之间的时间差所产生的影响。在实验1中，致电公共卫生部门计划生育科室的患者被安排在致电后的1周或3周内进行预约。连续6周每周记录患者的“就诊”和“未就诊”数据。1周预约组的就诊率显著高于3周预约组。在实验2中，患者被分配到下一个手术门诊日（次日组）或致电日期后的2周（2周组）进行预约。次日组的就诊率明显高于2周组的患者就诊率。同时还评估了诊所的工作效率、与患者相处的时间以及患者满意度。并讨论了预约安排的相关影响。
