Table 2.
Operationalization and distribution of the research variables (N=70).
| Variable | Value | |||
| iMASa system functionalities used, n (%) | ||||
|
|
Automated appointment confirmation and reminder by email, SMSb text messaging, or telephone | 28 (67) | ||
|
|
Confirmation, modification, or cancellation of the appointment via the internet by the patient | 21 (50) | ||
|
|
Invoicing compensatory fees for missed appointments | 1 (2) | ||
|
|
Optimization of web-based appointment scheduling according to predetermined parameters (eg, adapted access, patient attendance, and avoidance of gaps in the schedule) |
9 (21) | ||
| MASc system functionalities used, n (%) |
|
|||
|
|
Offer of appointments by automated telephone messages | 20 (59) | ||
|
|
Automated appointment confirmation and reminder(s) by email, SMS text messaging, and telephone | 22 (65) | ||
|
|
Confirmation, modification, or cancellation of the appointment via the internet by the patient | 21 (62) | ||
|
|
Internet-based preconsultation questionnaire completed by the patient (reason for the consultation) | 12 (35) | ||
|
|
Invoicing compensatory fees for missed appointments | 5 (15) | ||
|
|
Optimization of web-based appointment scheduling according to predetermined parameters (eg, advanced access, attendance, avoidance of gaps in the schedule, and automated appointment scheduling for patients on the waiting list) | 10 (29) | ||
|
|
Restriction of the appointment offer for certain patients (registered vs unregistered) | 20 (59) | ||
| Advanced access scheduling principles applied, n (%) |
|
|||
|
|
Balancing supply and demand | 34 (49) | ||
|
|
Reducing accumulated backlogd | 27 (39) | ||
|
|
Rethinking the appointment systeme | 45 (64) | ||
|
|
Developing contingency plans | |||
|
|
|
Schedule planning based on absences | 18 (26) | |
|
|
|
Planning for overflow periods | 11 (16) | |
|
|
Incorporating interprofessional practice | 32 (46) | ||
| Scheduling performancef, mean (SD) | ||||
|
|
The number of missed appointments (“no-shows”) at my clinic is not a problem | 3.4 (1.1) | ||
|
|
My clinic is still enrolling a large number of “orphan” patients | 3.0 (1.3) | ||
|
|
The management of schedules by the administrative staff is very efficient | 3.7 (1.0) | ||
|
|
Web-based appointment booking by the administrative staff is very efficient | 3.3 (1.2) | ||
|
|
The satisfaction of the administrative staff in my clinic with regard to scheduling and making appointments is very high | 3.3 (1.1) | ||
|
|
The satisfaction of the doctors in my clinic with regard to scheduling and making appointments is very high | 3.6 (1.0) | ||
|
|
Patient satisfaction in my clinic with the way appointment scheduling works is very high | 3.3 (1.1) | ||
|
|
Registered patients may obtain a consultation at my clinic within a very short time | 3.6 (1.2) | ||
|
|
Unregistered patients may obtain a consultation at my clinic within a very short time | 3.3 (1.3) | ||
aiMAS: interoperable medical appointment scheduling.
bSMS: short message service.
cMAS: medical appointment scheduling.
dUsing patient empowerment (eg, patient confirmation of appointment, missed appointment fee).
eOpening hours over a period of approximately 2 to 4 weeks.
f1=totally disagree, 2=rather disagree, 3=neither disagree nor agree, 4=rather agree, and 5=totally agree.