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A Capacity Allocation Planning Model for Integrated Care and Access Management
Author(s) -
DegliseHawkinson Jivan,
Helm Jonathan E.,
Huschka Todd,
Kaufman David L.,
Van Oyen Mark P.
Publication year - 2018
Publication title -
production and operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.279
H-Index - 110
eISSN - 1937-5956
pISSN - 1059-1478
DOI - 10.1111/poms.12941
Subject(s) - overtime , queueing theory , scheduling (production processes) , computer science , capacity management , operations management , linear programming , operations research , capacity planning , business , computer network , economics , algorithm , labour economics , engineering
The prevailing first‐come‐first‐served approach to outpatient appointment scheduling ignores differing urgency levels, leading to unnecessarily long waits for urgent patients. In data from a partner healthcare organization, we found in some departments that urgent patients were inadvertently waiting longer for an appointment than non‐urgent patients. This study develops a capacity allocation optimization methodology that reserves appointment slots based on urgency in a complicated, integrated care environment where multiple specialties serve multiple types of patients. This optimization reallocates network capacity to limit access delays (indirect waiting times) for initial and downstream appointments differentiated by urgency. We formulate this problem as a queueing network optimization and approximate it via deterministic linear optimization to simultaneously smooth workloads and guarantee access delay targets. In a case study of our industry partner we demonstrate the ability to (i) reduce urgent patient mean access delay by 27% with only a 7% increase in mean access delay for non‐urgent patients, and (ii) increase throughput by 31% with the same service levels and overtime.