We conduct an empirical investigation of the impact of two different queue management systems on throughput times. Using an Emergency Department's (ED) patient-level data (N = 231,081) from 2007 to 2010, we find that patients' lengths of stay (LOS) were longer when physicians were assigned patients under a pooled queuing system, compared to when each physician operated under a dedicated queuing system. The dedicated queuing system resulted in a 10 percent decrease in LOS-a 32-minute reduction in LOS for an average patient of medium severity in this ED. We propose that the dedicated queuing system yielded shorter throughput times because it provided physicians with greater ability and incentive to manage their patients' flow through the ED from arrival to discharge. Consistent with social loafing theory, our analysis shows that patients were treated and discharged at a faster rate in the dedicated queuing system than in the pooled queuing system. We conduct additional analyses to rule out alternate explanations, such as stinting on care and decreased quality of care. Our paper has implications for health care organizations and others seeking to reduce throughput time, resource utilization, and costs.Key words: pooling, queue management, strategic servers, social loafing, empirical operations, health care 3 IntroductionImproving efficiency and customer experience are key objectives for managers of service organizations.Skillful application of operations management principles may prove helpful for achieving these goals. In this paper, we investigate queue management, a key operational decision. More specifically, we explore the impact on throughput time of using a pooled queuing system or a dedicated queuing system.Prior work on queue management has demonstrated through analytical models that pooling separate streams of identical customers into a single queue served by a bank of identical servers leads to a reduction in waiting time and an increase in server utilization (Eppen 1979, Kleinrock 1976. This occurs because pooling reduces the negative impact of variability in arrival times and processing times. Pooling enables incoming work to be processed by any one server from a bank of servers, which decreases the odds that an incoming unit of work will have to wait for service. This situation compares to the one where the unit of work can only be processed by a single dedicated server.Queuing theorists have advanced this stream of research by identifying conditions under which queue pooling may not yield the expected performance improvements (Debo et al. 2008, van Dijk and van der Sluis 2009, Hopp et al. 2007, Jouini et al. 2008, Loch 1998, Mandelbaum and Reiman 1998. However, few empirical studies have examined the performance of pooled versus dedicated queuing systems. This is an important omission because, in practice, employees can often make adjustments to how they manage their work system to achieve a goal, such as increasing their productivity (Hopp et al. 2009). Operations management scholars advocat...

Public relative performance feedback (RPF) on an individual worker’s productivity metrics is used in various organizations with the hopes of improving worker productivity, but its effects are not well understood. We examine whether public RPF could be leveraged to facilitate adoption of best practices in an organization by enabling the validation of best practices shared by identifiable top performers. We use data from two emergency departments, both of which shared best practices for improving productivity and one of which changed from privately to publicly disclosing RPF to physicians. The public disclosure of RPF allowed workers to identify their top-performing coworkers, which in turn enabled the identification and validation of best practices within the work group. We find that the intervention is associated with a 10.9% improvement in physician productivity. We also find evidence for a significant reduction in variation in productivity across providers, which stems from bottom-ranked workers exhibiting differentially large improvements in productivity. These effects hold without sacrificing system-level performance, service quality, or worker attrition. Our results suggest that public disclosure of RPF, along with the validation of the best practices being shared, can improve worker productivity. The online supplement is available at https://doi.org/10.1287/mnsc.2017.2745 . This paper was accepted by Serguei Netessine, operations management.

Road traffic accidents are the most common cause of avulsion injury, in which spinal roots are torn from the spinal cord. Patients suffer from a loss of sensorimotor function, intractable spontaneous pain, and border-zone hypersensitivity. The neuropathic pains are particularly difficult to treat because the lack of a well-established animal model of avulsion injury prevents identifying the underlying mechanisms and hinders the development of efficacious drugs. This article describes a hindlimb model of avulsion injury in adult rats where the L5 dorsal and ventral spinal root are unilaterally avulsed (spinal root avulsion [SRA]), leaving the adjacent L4 spinal root intact. SRA produced a significant ipsilateral hypersensitivity to mechanical and thermal stimulation by 5 days compared with sham-operated or naïve rats. This hypersensitivity is maintained for up to 60 days. No autotomy was observed and locomotor deficits were minimal. The hypersensitivity to peripheral stimuli could be temporarily ameliorated by administration of amitriptyline and carbamazepine, drugs that are currently prescribed to avulsion patients. Histological assessment of the L4 ganglion cells revealed no significant alterations in calcitonin gene-related peptide (CGRP), IB4, transient receptor potential cation channel subfamily V member 1 (TrpV1), or N52 staining across groups. Immunohistochemistry of the spinal cord revealed a localized glial response, phagocyte infiltration, and neuronal loss within the ipsilateral avulsed segment. A comparable response from glia and phagocytes was also found in the intact L4 spinal cord, supporting the role for central mechanisms within the L4-5 spinal cord in contributing to the generation of the pain-related behavior. The SRA model provides a platform to investigate possible new pharmacological treatments for avulsion injuries.

Managers of service organizations seek to improve productivity without eroding service quality. We explore whether privately versus publicly disclosing relative performance feedback (RPF) about individual workers' processing times can help achieve this goal. Using three years of patient encounter data from two emergency departments, one of which changed from privately to publicly disclosing RPF to physicians, we find an 8.6% improvement in productivity and no significant reduction in quality associated with implementing public RPF. This benefit is greater when workers are carrying out unstandardized, rather than standardized, tasks. We conduct further analyses that suggest the benefit of public RPF may primarily stem from the identification and diffusion of best practices around workflow, rather than from the motivation to be top-ranked or the shame of being bottom-ranked. Thus, our results suggest public RPF can foster the sharing and adoption of strategies for improving the management of workflow.

General anaesthesia for obstetric surgery has distinct characteristics that may contribute towards a higher risk of accidental awareness during general anaesthesia. The primary aim of this study was to investigate the incidence, experience and psychological implications of unintended conscious awareness during general anaesthesia in obstetric patients. From May 2017 to August 2018, 3115 consenting patients receiving general anaesthesia for obstetric surgery in 72 hospitals in England were recruited to the study. Patients received three repetitions of standardised questioning over 30 days, with responses indicating memories during general anaesthesia that were verified using interviews and record interrogation. A total of 12 patients had certain/ probable or possible awareness, an incidence of 1 in 256 (95%CI 149-500) for all obstetric surgery. The incidence was 1 in 212 (95%CI 122-417) for caesarean section surgery. Distressing experiences were reported by seven (58.3%) patients, paralysis by five (41.7%) and paralysis with pain by two (16.7%). Accidental awareness occurred during induction and emergence in nine (75%) of the patients who reported awareness. Factors associated with accidental awareness during general anaesthesia were: high BMI (25-30 kg.m -2 ); low BMI (<18.5 kg.m -2 ); out-of-hours surgery; and use of ketamine or thiopental for induction. Standardised psychological impact scores at 30 days were significantly higher in awareness patients (median (IQR [range]) 15 (2.7-52.0 [2-56]) than in patients without awareness 3 (1-9 [0-64]), p = 0.010. Four patients had a provisional diagnosis of post-traumatic stress disorder. We conclude that direct postoperative questioning reveals high rates of accidental awareness during general anaesthesia for obstetric surgery, which has implications for anaesthetic practice, consent and follow-up.

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