Many patients have a choice of a provider for acute care, typically choosing between an Urgent Care facility (UC) or an … Emergency Department of a hospital (ED). This choice is made by a patient who is generally not herself a trained medical … patients, and takes into account the factors that affect the patient. We show that a separating equilibrium, in which all …

satisfaction by communicating waits to patients.We conduct a field experiment at an urban ED. We develop a machine learning … patients with personalized estimated waits with no overestimation (the median), moderate overestimation (70th-percentile), or … high overestimation (90th-percentile). Patients report higher satisfaction when receiving their estimated waits, but the …

Addressing hospital emergency department (ED) overcrowding is a critical challenge for many healthcare systems … worldwide. Many hospitals (including our partner hospital) have been experimenting with innovative patient flow designs to … address this challenge. A promising new design is to separate patients who can be served vertically (e.g., on a regular chair …