Revenue management for outpatient appointments: joint capacity control and overbooking with class-dependent no-shows

Outpatient appointment scheduling balances efficiency with access to healthcare services, yet appointment no-shows, cancellations, and delay are significant barriers to effective healthcare delivery. Patients with longer appointment delay often waste appointments more frequently, prompting a need for greater flexibility in appointment allocation. We present a joint capacity control and overbooking model where a clinic maximizes profits by controlling bookings from two sequential patient classes with different no-show rates. When booking advance requests, the clinic must balance high no-show probability with the probability of subsequent requests at lower waste rates. We show the optimal policy is computationally intensive to derive; therefore, we develop bounds and approximations which we compare via numerical study with the optimal policy as well as policies from practice and previous literature. We find the optimal policy increases profits 17.8% over first-come-first-serve allocation. We develop a simple policy which performs 0.3% below optimal on average. While pure open access can achieve optimality, it performs 23.0% below optimal on average.