Understanding the antecedents of patients’ missed appointments: The perspective of attribution theory

Data Science and Management Pub Date : 2023-09-27 DOI:10.1016/j.dsm.2023.09.004

Guorui Fan , Zhaohua Deng , Lai C. Liu

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Abstract

The occurrence of missed appointment appointments from online outpatient bookings significantly hinders the operational efficiency of outpatient services. This study aimed to investigate various factors influencing patients’ missed appointments from online outpatient bookings. Drawing on attribution theory, an empirical analysis was conducted using 382,004 authentic online outpatient appointments. The empirical findings revealed that appointment lead-time, appointment time, weekday appointments, online doctor rating, appointment doctor’s expertise, patient distance, and previous outpatient visit experience significantly influenced patients’ missed appointment behaviors from online outpatient bookings. Importantly, previous outpatient experience positively moderated the relationship between the appointment doctor’s expertise and patients’ missed-appointment behavior. This study provides insights into the factors influencing patients’ missed-appointment behavior from online outpatient bookings. It further offers a theoretical foundation for medical institutions in China to mitigate the likelihood and adverse effects of patients’ missed-appointment behavior from online outpatient bookings.

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归因理论视角下患者失约前因的理解

网上门诊预约出现漏诊现象，严重影响了门诊服务的运行效率。本研究旨在探讨影响网上门诊预约患者错过预约的各种因素。运用归因理论，对382004次真实的网上门诊预约进行实证分析。实证研究发现，预约提前时间、预约时间、工作日预约、网络医生评分、预约医生专业程度、患者距离和既往门诊就诊经历显著影响患者网络门诊预约的错过预约行为。重要的是，以前的门诊经验正调节预约医生的专业知识和患者的错过预约行为之间的关系。本研究从网上门诊预约的角度探讨影响患者失约行为的因素。进一步为国内医疗机构降低患者因网上门诊预约而失约行为的可能性及不良影响提供理论依据。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Data Science and Management

CiteScore

7.50

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0.00%

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