Work after work: The impact of new service delivery models on work hours
研究了初级保健医生采用电子问诊后，工作时间几乎翻倍，其中超过一半发生在非工作时间，揭示了新服务模式对医生个人生活的侵蚀。
Abstract In many professional service organizations (PSOs), a single server such as a physician or lawyer delivers services to customers across multiple channels. In these settings, there exists a risk that work obligations encroach on the personal lives of the servers. We empirically examine this concern in the primary care setting of physicians providing care to patients following the introduction of a new service delivery channel, e‐visits. Our data cover an 8.5‐year timespan and include 3.3 million patient encounters, including about one million e‐visits. We find that e‐visit adoption nearly doubles the number of hours containing work (defined as office visits or e‐visits) each week. Of the additional hours containing such work, only 49% are in weekday business hours; the rest are in weekday evenings or early mornings (37%) and on weekends (14%). We also show that increases in office or e‐visit workloads lead to more post‐workday activity in the e‐visit channel. We conclude the analysis by examining the impact of these workloads on e‐visit work content, as measured by the number of words and amount of time spent on each e‐visit; we estimate precise but practically small effects of workload on these work content outcomes.