The Effects of Work Task Manipulation and Scheduling on Patient Load, Revenue, Eyewear Turnover, and Utilization of Staff and Doctor Time

Abstract

In an optometrist's office, staff and doctor tasks were assigned and a new way to schedule patients was tested. In the baseline prior to that, staff were collectively responsible for patient and nonpatient tasks, and each doctor was scheduled to examine two patients each hour. During the task manipulation condition, staff and doctor tasks were assigned to specific individuals. The new schedule allowed the doctors to examine three or four patients each hour. During the task-manipulation condition, the number of appointments and revenue appointments scheduled and kept per doctor hour, and revenue for doctor services increased, and the number of days elapsed between the exam and the day glasses were dispensed decreased for all lens types. When the new schedule was added, the number of appointments scheduled and kept per doctor and staff hour decreased, and the number of revenue appointments kept per doctor hour increased slightly.