As discussed in literature review, many studies have classified patients based on different parameters for designing an appointment system. Such classification helps in decreasing uncertainties of the system and also helps in long-term performance improvement. In this case study, problem of scheduling different class of patient is addressed. To address this problem a type of open access policy (Qu et al. 2007) is combined with overlapping appointment scheduling (Anderson 2014). Different class of patient have different characteristics such as service time, mean service time & show-up
