Brickbat: The Waiting Is the Hardest Part

Georgesheldon / Dreamstime.com

Investigators have found that appointments nurses at the Southern Arizona Veterans Affairs Health System continue to book false wait times for patients. VA nurses in the system booked false wait times for nearly half of all specialist consultations making it look as if they had shorter waits. The report also found that trainers taught scheduling practices clearly in violation of agency policy.

Comments

[Tom Bombadil]

"Investigators have found that appointments nurses at the Southern Arizona Veterans Affairs Health System continue to book false wait times for patients"

They also lie about their age on dating websites.

[beeaty]

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[Fist of Etiquette]

Hey, look over there! It's Bowe Bergdahl!

[Tom Bombadil]

When do you sleep?

[Agammamon]

He's trained himself to sleep in short bursts every couple of hours.

[0x90]

Don't you think it's pretty convenient that it would be possible to write a little program that fetched the HyR page every so often, matching pre-written posts with the topics of newly-appearing articles? And wouldn't it also be convenient to have that program sometimes screw up and miss posting first?

I'm just saying.

Some people believe titanium melts at 100?C while falling at free-fall speed.

I'm smarter than that.

[Fist of Etiquette]

Taht makes a lot of sense dude LOL

[Lachowsky]

meth is a hell of a drug

[Fist of Etiquette]

I'M CLEAN AND BESIDES METH IS BENEATH MY STATION.

[Agammamon]

He does Captagon even though everyone who knows anything knows that Captagon is low-rent speed. But its all the rage now that the jihadis are doing it. if its on 'news at 10' he jumps on it.

[An Innocent Man]

I'm guessing not Wednesday nights.

[Radioactive]

hey look over there, it's Haley's comet!

[Adans smith]

I guess firing all those people and making them all give back their bonuses didn't work. What? Really? Never mind.

[Crackers Boy]

And nothing else happened.

CB

[Cyto]

This is not surprising. There's an old adage that applies: "You get what you measure."

I've run into this type of unintended result many times. You build a new metric for your employees and pretty quickly they figure out how to get the metric up to the levels that you are asking for.

We had a very similar result to this with our "valid call percentage". We were trying to get our sales force to do a better job of vetting calls.... experience told us to expect about 15% of calls to be valid - meaning someone who was eligible for our services. But as we rapidly expanded our business, the new guys on the sales force were not spending as much time digging out the information and their percentage was dropping - wasting advertising and losing deals (money).

So we put the information about their calls and the results on a report and pushed for 15% valid call rates. And we immediately got 15% valid calls. But it wasn't real. They were just marking a bunch of calls valid in order to meet the metric.

So we put in a "closing percentage" report. They had to close a certain percentage of valid calls. Pretty quickly the valid percentage dropped... it turns out that expanding our advertising had resulted in a drop in the specificity of the response.

So if you ask for short wait times as measured by time from when the appointment is set... you'll get that. Even if they have to keep appointments in a notebook for a month before putting it in the system.

[UnCivilServant]

When I worked at a helpdesk, there was one agent who put each line of information as a separate note in the ticket because it made his numbers look better. (You're supposed to use one note for the an entire event of significance such as a call, or an escalation)

[Brett L]

I got to learn SQL/.Net programming because I had a coworker who would just "finish" the same piece of work over and over again. Dude came to work every day and sat at his computer eight hours a day, and wouldn't do data entry. So my boss wrote a workflow application. His boss loved it, we got to rewrite it as a webapp, and the bosses immediately started gaming the metrics.

[Rich]

Despite national controversy

Heck, what's one more scandal at *this* stage of the game?

[AlmightyJB]

Yeah but in a few months we can blame Trump so it will be an important issue then.

[Trigger Hippie]

"The waiting is the hardest part"of being an American girl, raised on promises.

[Tom Bombadil]

You don't have to live like a refugee.

[AlmightyJB]

Whenever I hear American Girl now, it makes me think of Silence of the Lambs.

[0x90]

Why these veterans are traveling all the way from Arizona to Virginia to book their doctor visits?

[Agammamon]

Because they can't get appointments in AZ?

[frankania]

Here in Mexico, we have the govt. health system, IMSS, which is very slow and inefficient and full of paperwork--naturally, it's GUBMINT!
But, we also have a great FREE ENTERPRISE COMPETITIVE medical system with some private clinics charging less than $2 to visit a real doctor. So I often go to both, IMSS for non-urgent things, and also private doctors for urgent things or "second opinions."
The USA simply should simplify the private system and let the PEOPLE decide who and what o spend their $$ on.

[UnCivilServant]

A real real doctor, or a real Mexican dcotor?

[pan fried wylie]

"Real Dcotor, Px's Filled"

[Agammamon]

HEY!

These guys do excellent work. Just stay away from the eucalyptus shots.

[Radioactive]

booga, booga

[0x90]

Hmm, it sounds like your private system must be under-regulated.

We're going to have a spare President in about two months -- you want we send him down there to help you with that?

[UnCivilServant]

They'll just dismantle him for parts...

Nevermind, forget I said anything.

[Hamster of Doom]

Investigators have found that appointments nurses at the Southern Arizona Veterans Affairs Health System continue to book false wait times for patients. VA nurses in the system booked false wait times for nearly half of all specialist consultations making it look as if they had shorter waits. The report also found that trainers taught scheduling practices clearly in violation of agency policy.

"No one was fired or disciplined in any way. When contacted, the supervisor said, "The Department of Veteran Affairs takes the needs of veterans very seriously. To that end, we have set up a committee composed of three of my friends from college to look into our practices and policies. We thank you for your patience in this trying time for us all." And nothing else happened."

[ammythomas833]

until I looked at the paycheck saying $4730 , I did not believe that...my... brother woz like actualy bringing in money part time from there computar. . there friend brother started doing this for less than 7 months and resently paid for the morgage on there home and bought a new Cadillac .......

>>>>>>>>>http://www.centerpay70.com

[alisonramsey444]

until I looked at the paycheck saying $4730 , I did not believe that...my... brother woz like actualy bringing in money part time from there computar. . there friend brother started doing this for less than 7 months and resently paid for the morgage on there home and bought a new Cadillac .......

>>>>>>>>>http://www.centerpay70.com