We study capacity rationing by servers facing differentiated customer classes using data from the Veterans Health Administration, which is the largest integrated healthcare system in the US. Using over 11 million health encounters over two years in which the system was capacity constrained, our...

Technologies that enable ``e-visits'' -- remote interactions between patients and physicians -- are touted as a way to improve and expand primary care. We study a setting in which a physician can divert some of the patient demand away from the office visits and into the e-visits, which utilize...

Secure messaging, or "e-visits," between patients and providers has increased sharply in recent years, and many hope they will help improve healthcare quality while increasing provider capacity. Using a panel dataset from a large healthcare system in the United States, we find that e-visits...