Hospitals today are posed with many requirements arising from government regulations and financial incentives to improve patient experiential quality. An administrative challenge thus results from hospital complexity, which can circumvent efforts to enhance experiential quality. This study...

We examine the longitudinal impact of service mix on cost efficiency in U.S. acute care general hospitals. We propose two different dimensions of service mix, with the first dimension capturing internal emphasis on specific service lines (i.e., specialization) and the second dimension reflecting...

We study outpatient appointment block scheduling policies for single providers under conditions of patient heterogeneity in service times and patient no-shows. The objective is to find daily appointment schedules that minimize a weighted sum of patients' waiting time, the physician's idle time,...