This research proposes a multi-server appointment overbooking model (MSAOM) to minimize the impact of late patient appointment cancellations and no-shows. The objective of this research is to mitigate resource underutilization attributed to appointment cancellations and no-shows in a multi-provider outpatient clinic. Most outpatient clinics are currently staffed by more than one provider to satisfy high patient demands and distribute their workloads. Although various overbooking scheduling models have been proposed in the literature for single-provider settings, simply applying them directly to multi-provider settings poses numerous challenges. In the single-provider models, a patient should be treated by a designated provider, which creates unbalanced workloads and low total utilization of resources in outpatient clinics. In this research, to overcome such limitations of single-server models, the MSAOM is proposed to "optimize" the number of overbooked patients for each provider, considering patient no-show probabilities. Experimental results indicated that the MSAOM outperforms the single-server and the random overbooking models in terms of both patient waiting times and resource utilizations.
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