Patient Sensitivity to Emergency Department Waiting Time Announcements
Published Online:20 Dec 2023https://doi.org/10.1287/msom.2022.0457
References
- (2017) Impact of delay announcements in call centers: An empirical approach. Oper. Res. 65(1):242–265.Link, Google Scholar
- (2016) Accurate emergency department wait time prediction. Manufacturing Service Oper. Management 18(1):141–156.Link, Google Scholar
- (2009) The impact of delay announcements in many-server queues with abandonment. Oper. Res. 57(1):66–81.Link, Google Scholar
- Arora S, Taylor JW, Mak HY (2023) Probabilistic forecasting of patient waiting times in an emergency department. Manufacturing Service Oper. Management 25(4):1489–1508.Google Scholar
- (2021) A general framework to compare announcement accuracy: Static vs. LES-based announcement. Management Sci. 67(7):4191–4208.Link, Google Scholar
- (2005) Statistical analysis of a telephone call center: A queueing-science perspective. J. Amer. Statist. Assoc. 100(469):36–50.Crossref, Google Scholar
- (2004) Monopoly pricing when customers queue. IIE Trans. 36(6):569–581.Crossref, Google Scholar
- (2013) Trauma deserts: Distance from a trauma center, transport times, and mortality from gunshot wounds in chicago. Amer. J. Public Health 103(6):1103–1109.Crossref, Google Scholar
- (2017) The effect of connected vehicle environment on global travel efficiency and its optimal penetration rate. J. Advanced Transportation 2017:2697678.Crossref, Google Scholar
- (2011) Centralized vs. decentralized ambulance diversion: A network perspective. Management Sci. 57(7):1300–1319.Link, Google Scholar
- (2019) Patient prioritization in emergency department triage systems: An empirical study of the Canadian triage and acuity scale (CTAS). Manufacturing Service Oper. Management 21(4):723–741.Link, Google Scholar
- (2019) The impact of delay announcements on hospital network coordination and waiting times. Management Sci. 65(5):1969–1994.Abstract, Google Scholar
- (1975) Congestion tolls for Poisson queuing processes. Econometrica 43(1):81–92.Crossref, Google Scholar
- (1995) Effects of information in road transport networks with recurrent congestion. Transportation 22(1):21–53.Crossref, Google Scholar
- (2023) Patient diversion using real-time delay predictions across healthcare facility networks. OR Spectrum 45(2):437–476.Google Scholar
- (2006) Analysis of customer patience in a bank call center. Working paper, Technion, Haifa, Israel.Google Scholar
- (2006) Using queueing theory to increase the effectiveness of emergency department provider staffing. Academic Emergency Medicine 13(1):61–68.Crossref, Google Scholar
- (1986) Consumer information in markets with random product quality: The case of queues and balking. Econometrica 54(5):1185–1195.Crossref, Google Scholar
- (2022) Prediction-driven surge planning with application in the emergency department. Working Paper, Columbia Business School, Columbia University, New York.Google Scholar
- (2009) Real-time delay estimation in overloaded multiserver queues with abandonments. Management Sci. 55(10):1729–1742.Link, Google Scholar
- (2011) Real-time delay estimation based on delay history in many-server service systems with time-varying arrivals. Production Oper. Management 20(5):654–667.Crossref, Google Scholar
- (2011) Call centers with delay information: Models and insights. Manufacturing Service Oper. Management 13(4):534–548.Link, Google Scholar
- (2009) Queueing models for full-flexible multi-class call centers with real-time anticipated delays. Internat. J. Production Econom. 120(2):389–399.Crossref, Google Scholar
- (1958) Nonparametric estimation from incomplete observations. J. Amer. Statist. Assoc. 53(282):457–481.Crossref, Google Scholar
- (2015) Information impact on transportation systems. J. Comput. Sci. 9:88–93.Crossref, Google Scholar
- (1991) System performance and user response under real-time information in a congested traffic corridor. Transportation Res. Part A: General 25(5):293–307.Crossref, Google Scholar
- (2013) Data-stories about (im)patient customers in tele-queues. Queueing Systems 75(2):115–146.Crossref, Google Scholar
- (1969) The regulation of queue size by levying tolls. Econometrica 37(1):15–24.Crossref, Google Scholar
- (2021) Emergency department modeling and staffing: Time-varying physician productivity. https://zhanksun.github.io/files/ED_Modeling_PPH.pdf.Google Scholar
- (2016) Managing information in queues: The impact of giving delayed information to customers. Preprint, submitted September 23, https://arxiv.org/abs/1610.01972.Google Scholar
- (2016) The impact of an increase in user costs on the demand for emergency services: The case of Portuguese hospitals. Health Econom. 25(11):1372–1388.Crossref, Google Scholar
- (1999) On the relationship between travel time and travel distance of commuters. Ann. Regional Sci. 33(3):269–287.Crossref, Google Scholar
- (2012) Patient streaming as a mechanism for improving responsiveness in emergency departments. Oper. Res. 60(5):1080–1097.Link, Google Scholar
- (2014) Complexity-augmented triage: A tool for improving patient safety and operational efficiency. Manufacturing Service Oper. Management 16(3):329–345.Link, Google Scholar
- (2013) Comparisons between observable and unobservable m/m/1 queues with respect to optimal customer behavior. Eur. J. Oper. Res. 227(1):133–141.Crossref, Google Scholar
- (2017) Evaluating the first-mover’s advantage in announcing real-time delay information. Preprint, submitted December 7, https://dx.doi.org/10.2139/ssrn.3081583.Google Scholar
- (2019) Linking delay announcements, abandonment, and service time. Preprint, submitted March 25, https://dx.doi.org/10.2139/ssrn.3706565.Google Scholar
- (1999) Improving service by informing customers about anticipated delays. Management Sci. 45(2):192–207.Link, Google Scholar
- (2016) Using future information to reduce waiting times in the emergency department via diversion. Manufacturing Service Oper. Management 18(3):314–331.Link, Google Scholar
- (2020) lclogit2: An enhanced command to fit latent class conditional logit models. Stata J. 20(2):405–425.Crossref, Google Scholar
- Yoshii T, Akahane H, Kuwahara M (1996) Impacts of the accuracy of traffic information in dynamic route guidance systems. Proc. 3rd Annual World Congress on Intelligent Transport Systems, vol. 87 (CD-ROM, Orlando, FL), 98.Google Scholar
- (2017) How do delay announcements shape customer behavior? An empirical study. Management Sci. 63(1):1–20.Link, Google Scholar
- (2021) The reference effect of delay announcements: A field experiment. Management Sci. 67(12):7417–7437.Link, Google Scholar
- (2018) Managing customer expectations and priorities in service systems. Management Sci. 64(8):3942–3970.Link, Google Scholar

