How did Parsley Health's average consultation duration increase by 10 minutes across all practitioners in the past two weeks?

Introduction

Parsley Health's average consultation duration increasing by 10 minutes across all practitioners in the past two weeks is a significant shift that warrants careful analysis. This change could impact patient satisfaction, practitioner efficiency, and overall business performance. I'll approach this issue systematically, examining potential causes, validating hypotheses, and proposing solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent system update. Has there been any changes to the consultation software or scheduling system in the past month?

Why it matters: System changes often lead to unintended consequences in user behavior. Expected answer: Yes, there was a minor update to the scheduling system. Impact on approach: If confirmed, I'd focus on technical factors and user interface changes.

• Considering the consistency across practitioners, I'm wondering about any company-wide policy changes. Have there been any new guidelines or protocols introduced for consultations recently?

Why it matters: Policy changes can directly impact consultation duration. Expected answer: A new checklist for practitioners was introduced three weeks ago. Impact on approach: If true, I'd examine the checklist's content and implementation process.

• Given the specific 10-minute increase, I'm curious about the consultation structure. Has the definition or measurement of consultation duration changed in any way?

Why it matters: Changes in metric definition can lead to apparent shifts without actual behavior change. Expected answer: No changes in how consultation duration is measured. Impact on approach: If confirmed, I'd focus on actual behavioral or systemic changes rather than measurement issues.

• Thinking about external factors, I'm considering patient demographics. Has there been any significant shift in the patient population or types of consultations being booked?

Why it matters: Changes in patient mix can affect average consultation times. Expected answer: No significant changes in patient demographics or consultation types. Impact on approach: If true, I'd focus more on internal factors and practitioner behavior.