Continuity of care, defined as an ongoing therapeutic relationship between a patient and a physician, is a defining characteristic of primary care services. However, arranging a consultation with one's regular doctor is increasingly difficult as practices seek to improve daily throughput to...

We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...

We discuss the impact of organizational workload on professional service outcomes, such as survival rates in hospitals. The prevailing view in the literature is that service quality deteriorates when organizational workload increases. In contrast, we argue that the relationship between workload...