Table 2.
Managed-care hassle characteristics and hassle times
| Characteristic | Proportion of hassles, % | Mean hassle time, min |
|---|---|---|
| Hassle types (n = 97) | ||
| Physician referrals | 35 | 10 |
| Medication | 26 | 5 |
| Nonphysician referrals | 11 | 5 |
| Imaging studies | 11 | 5 |
| Laboratory tests | 6 | 7 |
| Miscellaneous* | 11 | 10 |
| Single-action hassles (n = 61) | 71 | |
| After-visit work | 46 | 14 |
| Exit room | 26 | 7 |
| Phone call | 12 | 4 |
| Miscellaneous† | 16 | 7 |
| Multiple-action hassles (n = 25) | 29 | 15 |
| Hassle consequences (n = 86) | ||
| Interference, quality | 30 | 13 |
| Interference, relationship | 16 | 5 |
*
For example, hospitalization delayed, procedure authorization needed.
†
For example, need to read medical record.