Modeling and evaluation of overbooking rules for primary health care clinic with different patient behavior

The performance of primary health care clinic can be impacted by both of patient behavior and appointment rules. In this paper, we compare and evaluate the level of patient service and clinic performance of different overbooking appointment rules under changing patient behavior. The focus is on the appropriate selection of overbooking rules based on panel characteristics. Analysis methodology involves simulation modeling and design-of-experiment based statistical analysis. Our experimental results demonstrate that the selection of overbooking rule does play an important role in the clinic performance, and different patient behavior leads to the different selection of best rules.