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Large-Scale No-Show Patterns and Distributions for Clinic Operational Research

Davies, Michael and Goffman, Rachel and May, Jerrold and Monte, Robert and Rodriguez, Keri and Tjader, Youxu and Vargas, Dominic (2016) Large-Scale No-Show Patterns and Distributions for Clinic Operational Research. Healthcare, 4 (1). ISSN 2227-9032

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Patient no-shows for scheduled primary care appointments are common. Unused appointment slots reduce patient quality of care, access to services and provider productivity while increasing loss to follow-up and medical costs. This paper describes patterns of no-show variation by patient age, gender, appointment age, and type of appointment request for six individual service lines in the United States Veterans Health Administration (VHA). This retrospective observational descriptive project examined 25,050,479 VHA appointments contained in individual-level records for eight years (FY07-FY14) for 555,183 patients. Multifactor analysis of variance (ANOVA) was performed, with no-show rate as the dependent variable, and gender, age group, appointment age, new patient status, and service line as factors. The analyses revealed that males had higher no-show rates than females to age 65, at which point males and females exhibited similar rates. The average no-show rates decreased with age until 75–79, whereupon rates increased. As appointment age increased, males and new patients had increasing no-show rates. Younger patients are especially prone to no-show as appointment age increases. These findings provide novel information to healthcare practitioners and management scientists to more accurately characterize no-show and attendance rates and the impact of certain patient factors. Future general population data could determine whether findings from VHA data generalize to others.


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Item Type: Article
Status: Published
CreatorsEmailPitt UsernameORCID
Davies, Michael
Goffman, Rachel
Monte, Robert
Tjader, Youxu
Vargas, Dominic
Date: 16 February 2016
Date Type: Publication
Journal or Publication Title: Healthcare
Volume: 4
Number: 1
Publisher: MDPI AG
DOI or Unique Handle: 10.3390/healthcare4010015
Schools and Programs: Joseph M. Katz Graduate School of Business > Business Administration
Refereed: Yes
Uncontrolled Keywords: outpatient appointments, no-shows, frequent attenders, statistical analysis
ISSN: 2227-9032
Official URL:
Funders: Veterans Administration
Article Type: Research Article
Date Deposited: 11 Feb 2021 20:23
Last Modified: 11 Feb 2021 20:23


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