Appointment scheduling in health care: Challenges and opportunities

Appointment scheduling systems are used by primary and specialty care clinics to manage access to service providers, as well as by hospitals to schedule elective surgeries. Many factors affect the performance of appointment systems including arrival and service time variability, patient and provider preferences, available information technology and the experience level of the scheduling staff. In addition, a critical bottleneck lies in the application of Industrial Engineering and Operations Research (IE/OR) techniques. The most common types of health care delivery systems are described in this article with particular attention on the factors that make appointment scheduling challenging. For each environment…