How Can Explanations Be Used to Foster Organizational Justice

Putting time in perspective: How and why construal level buffers the relationship between wait time and aggressive tendencies

The purpose of this study is twofold: exploring new queue-based variables enabled by process mining and evaluating their impact on the accuracy of waiting time prediction. Such queue-based predictors that capture the current state of the emergency department (ED) may lead to a significant improvement in the accuracy of the prediction models.,Alongside the traditional variables influencing ED waiting time, the authors developed new queue-based predictors exploiting process mining. Process mining techniques allowed the authors to discover the actual patient-flow and derive information about the crowding level of the activities. The proposed predictors were evaluated using linear and nonlinear learning techniques. The authors used real data from an ED.,As expected, the main results show that integrating the set of predictors with queue-based variables significantly improves the accuracy of waiting time prediction. Specifically, mean square error values were reduced by about 22 and 23 per cent by applying linear and nonlinear learning techniques, respectively.,Accurate estimates of waiting time can enable the ED systems to prevent overcrowding e.g. improving the routing of patients in EDs and managing more efficiently the resources. Providing accurate waiting time information also can lead to decreased patients’ dissatisfaction and elopement.,The novelty of the study relies on the attempt to derive queue-based variables reporting the crowding level of the activities within the ED through process mining techniques. Such information is often unavailable or particularly difficult to extract automatically, due to the characteristics of ED processes.

Queue-based features for dynamic waiting time prediction in emergency department

Chronic stress is a ubiquitous problem shouldered by many people worldwide. Although the stressors are myriad (eg, loneliness, finances, health, discrimination), the corporal response to them eithe...

Kindness as a Stress Reduction–Health Promotion Intervention: A Review of the Psychobiology of Caring:

Workplace violence in healthcare: Towards a psychosocial perspective

Introduction Queues are inherent to service encounters, as it is not always possible to provide service to all clients at the exact moment they request service. Queues involve waiting for a service in a specific place that might also be crowded, they obstruct the client's’ goal of receiving service, and at times lead clients to mistreat service providers and in extreme cases even attack them violently. We show, in a hospital setting, that perceived predicted future wait and load can buffer the causes of violence towards service staff. Methods We combine objective data on crowdedness, reports of violence, and durations of time people waited, with psychological measures of perceived load and perceived future wait, collected from 226 people in the Emergency Department (ED) of a large hospital. Visitors to the ED were recruited as they waited for service. They indicated their perceived load in the ED and their perceived remaining wait for service. This data was then triangulated with objective operational data regarding the actual number of people waiting for service (i.e., crowdedness) and objective data regarding staff calls to security to stop violent accounts. Results We find that with increased crowdedness, there are more calls to security reporting violence. However, this relationship is moderated by two factors: when people perceive the future wait to be short and when they perceive the load on the system to be high. Moreover, a three-way interaction shows that crowdedness is associated with more incidents of violence, however high perceived load and low perceived future wait are associated with fewer violent incidents. Conclusions This paper demonstrates the relationship between crowded queues and violence towards service staff, and suggests two psychological mechanisms for buffering such violence: reducing perceived future wait and elevating perceived load.

/pdf/correction-how-psychology-might-alleviate-violence-in-queues-1vbvj3evfd.pdf

Correction: How Psychology Might Alleviate Violence in Queues: Perceived Future Wait and Perceived Load Moderate Violence Against Service Providers

This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members awaiting treatment in the emergency room. The predicting factors include perceived crowding, waiting time and the lack of an explanation of the service procedure. We further find that reported negative affect of the patient or escort mediates some of these effects.

Situational Antecedents of Customer Conflict and Aggression Toward Healthcare Professionals in the Hospital Setting

Introduction 
Waiting is inevitable for customers of service organizations, yet having to wait can trigger aggression by care receivers toward hospital staff. We explore the effect of waiting times on care receivers’ sense of procedural justice and aggressive tendencies, and show the attenuating effects of providing explanatory information.


Methods 
Data were collected using survey responses in two studies, both conducted in the waiting area of a large hospital emergency department. Study 1 (n = 328) was a quasi-experiment involving an intervention in which care receivers were provided with information about wait times. Study 1 included three phases: (1) pre-test (week 1, n = 98), in which no information was provided; (2) information condition (weeks 2 & 3, n = 155), in which information was provided through large signs and pamphlets; and (3) post-test (week 4, n = 75), in which no information was provided. Study 2 (n = 99) was conducted a year later and involved the same information provision as the intervention stage of Study 1.


Results 
The longer the wait duration, the lower care receivers’ procedural justice perceptions and the greater their aggressive tendencies. Information provision moderated the association, such that receiving information reduced aggressive tendencies during shorter waits but increased aggressive tendencies during longer waits. We show these effects in two separate data collections, conducted one year apart.


Conclusion 
Competing theories predict that explanatory information should variously reduce and increase aggressive tendencies among people waiting in a queue. Our findings resolve this contradiction by identifying boundaries for the effectiveness of providing information in reducing aggression. We show that providing information is likely to reduce aggression until such point as the wait duration becomes longer than expected based on the information provided.

The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire.

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Correction: How Psychology Might Alleviate Violence in Queues: Perceived Future Wait and Perceived Load Moderate Violence Against Service Providers

Situational Antecedents of Customer Conflict and Aggression Toward Healthcare Professionals in the Hospital Setting

The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire.