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• W4362732334 abstract "Purpose Waiting time, as an important predictor of queue abandonment and patient satisfaction, is important for resource utilization and patient experience management. Medical institutions have given top priority to reforming the appointment system for many years; however, whether the increased information transparency brought about by the appointment scheduling mechanism could improve patient waiting time is not well understood. In this study, the authors examine the effects of information transparency in reducing patient waiting time from an uncertainty perspective. Design/methodology/approach Leveraging a quasi-natural experiment in a tertiary academic hospital, the authors analyze over one million observational patient visit records and design the propensity score matching plus the difference in difference (PSM-DID) model and hierarchical linear modeling (HLM) to address this issue. Findings The authors confirm that, on average, improved information transparency significantly reduces the waiting time for patients by approximately 6.43 min, a 4.90% reduction. The authors identify three types of uncertainties (resource, process and outcome uncertainty) in the patient visit process that affect patients' waiting time. Moreover, information transparency moderates the relationship between three sources of uncertainties and waiting time. Originality/value The authors’ work not only provides important theoretical explanations for the patient-level factors of in-clinic waiting time and the reasons for information technology (IT)-enabled appointment scheduling by time slot (ITASS) to shorten patient waiting time and improve patient experience but also provides potential solutions for further exploration of measures to reduce patient waiting time." @default.
• W4362732334 created "2023-04-10" @default.
• W4362732334 creator A5002206693 @default.
• W4362732334 creator A5089330817 @default.
• W4362732334 date "2023-04-11" @default.
• W4362732334 modified "2023-09-25" @default.
• W4362732334 title "Understanding the role of information transparency in improving patient experience under different uncertainties: a quasi-natural experiment" @default.
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• W4362732334 doi "https://doi.org/10.1108/intr-06-2022-0482" @default.
• W4362732334 hasPublicationYear "2023" @default.
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