Information Provision and Streamlined Medical Service: Evidence from a Mobile Appointment App

76 Pages Posted: 8 Oct 2018

See all articles by Changcheng Song

Changcheng Song

Singapore Management University

Nan Yang

National University of Singapore (NUS)

Junjian Yi

University of Chicago

Ye Yuan

National University of Singapore (NUS)

Abstract

We examine the launch of a mobile outpatient appointment app in China to study the effect of information provision and a streamlined appointment process on hospital operations and the alignment of healthcare supply and demand. Using a longitudinal dataset on hospital operations and a difference-in-differences model, we document that the app increases completed hospital consultations by 9.5%, through boosting registrations by 4.8% and reducing appointment cancellations by 3.4%. The app improves queuing efficiency in overcrowded hospitals and draws demand for underutilized ones. Supported by additional evidence from a subset of patients' electronic medical records, we also find that the app directs patients to the hospital and department more suitable to their medical conditions and to less busy days, resulting in a better match between patient demand and hospital service.

Keywords: healthcare information technology, information provision, hospital operations, patient sorting, patient choices

JEL Classification: I11, I12, I18

Suggested Citation

Song, Changcheng and Yang, Nan and Yi, Junjian and Yuan, Ye, Information Provision and Streamlined Medical Service: Evidence from a Mobile Appointment App. IZA Discussion Paper No. 11845, Available at SSRN: https://ssrn.com/abstract=3261704

Changcheng Song (Contact Author)

Singapore Management University ( email )

50 Stamford Road
Singapore
Singapore
+6568289610 (Phone)

Nan Yang

National University of Singapore (NUS) ( email )

1E Kent Ridge Road
NUHS Tower Block Level 7
Singapore, 119228
Singapore

Junjian Yi

University of Chicago ( email )

Ye Yuan

National University of Singapore (NUS)

1E Kent Ridge Road
NUHS Tower Block Level 7
Singapore, 119228
Singapore

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