An article in the Wall Street Journal (May 25, 2012) describes different wiating time measurements and the consequent dysfunctional system response. Measuring the waiting time experienced by patients served or focusing on service within 48 hours creates an incentive to prioritize more recent patients to improve performance. A focus on the number waiting to see a specialist creates an incentive to wait to add patients to the queue. A Veterans Administration report claims that while records suggested that 95 % of patients seeking mental health waited less than 14 days, the actual % was 64 %, if one considered the total wait time. But perceptions of patient waiting time can also be erroneous. How should the system be measured to decrease the incentive to create unintended consequences ? Should the referral process be tracked across doctors and clinics to ensure end-to-end measurements ? How should the patient’s perspective be ensured in these measurements ? Could incentives be designed that wille ensure prompt service while maintaining quality ?
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