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The Incentives Lab
Perverse Incentives · Healthcare

VA Days-to-Appointment Metric

Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers.

"We shortened the wait. We also shortened the medicine."

Quick answer

What is VA Days-to-Appointment Metric? Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers. Single-metric accountability invites systematic gaming.

In the wild

VA wait-time scandals tied to falsified scheduling.

Why it matters in the room

Single-metric accountability invites systematic gaming.

Counter-move

Multi-dimensional outcome panels. Independent audit.

Visual · Counter-loop
INTENDED GOALtargetACTUAL OUTCOMEgamed
VA Days-to-Appointment Metric routes effort away from the intended target.
Live example · Re-architect VA Days-to-Appointment Metric

Flip the incentive. Watch the side-effect move.

Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers. Caught in the wild: VA wait-time scandals tied to falsified scheduling.

● Live
What gets measured
Headline number the org is paid on
088100
What quietly moves with it
Quiet damage the proxy hides
074100

In the room: Single-metric accountability invites systematic gaming.

Counter-move from the Atlas: Multi-dimensional outcome panels.

How does this land?

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Human Behavior Element™ · HBE Spec

The full taxonomy entry

Every concept in the Atlas uses the same structure — so VA Days-to-Appointment Metric can be compared, recombined, and cited like an element on a periodic table.

About the standard →
P
VD
HBT-P4524
Official name
VA Days-to-Appointment Metric
Perverse Incentives · Healthcare
Identity
HBT ID
HBT-P4524
Symbol
VD
Official name
VA Days-to-Appointment Metric
Synonyms
Healthcare
Keywords
Perverse Incentives, Healthcare, human behavior, incentive design
Version
v1.0
Last updated
Maintained by The Incentives Lab
Classification
Kingdom
Systems
Domain
Incentive Design
Family
Perverse Incentive
Class
Healthcare
Element
VA Days-to-Appointment Metric
Definition
Scientific
Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers.
Plain-English
Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers.
Feynman
We shortened the wait. We also shortened the medicine.
Core principle
Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers.
One-sentence summary
Single-metric accountability invites systematic gaming.
Mechanisms
Psychological
Optimizing for queue length over diagnosis depth turns clinicians into ticket-closers.
Behavioral econ.
Single-metric accountability invites systematic gaming.
Neurological
Reward, threat, and salience circuits bias attention toward the cue.
Evolutionary
Heuristics that paid off in ancestral environments now misfire in modern systems.
Sociological
Group norms and status incentives reinforce the pattern across a team.
Computational
Models trained on biased human signals will replicate and amplify the pattern.
Systems thinking
Feedback loops between metrics, incentives, and behavior lock the pattern in place.
Signals & signature
Inputs (activators)
VA wait-time scandals tied to falsified scheduling.
Outputs (observable)
Single-metric accountability invites systematic gaming.
Behavioral signature
You see VA Days-to-Appointment Metric when the explanation for a decision sounds reasonable but the outcome keeps repeating.
Behavioral molecules
Often combines with related Atlas entries — see the rail below.
Pathways · before
A goal, metric, or contract clause makes the behavior rational locally.
Pathways · after
Locally rational choices accumulate into a systemic distortion.
Domains where it shows up
  • Business
  • Leadership
  • Government
  • Healthcare
  • Education
  • Sales
  • Marketing
  • AI
  • Negotiation
  • Media
  • Public Policy
  • Relationships
Examples
Everyday
VA wait-time scandals tied to falsified scheduling.
Modern
Single-metric accountability invites systematic gaming.
Historical
A pattern repeatedly documented since the foundational behavioral science literature on perverse incentive.
Famous experiments
See the References block — primary papers in the Atlas link out to the original studies.
Design principles
How to leverage
Single-metric accountability invites systematic gaming.
How to reduce
Multi-dimensional outcome panels. Independent audit.
How to redesign
Multi-dimensional outcome panels. Independent audit.
The Perverse Incentive Lens™
How it's exploited
Organizations weaponize va days-to-appointment metric — sometimes deliberately, often by accident — when metrics reward the symptom rather than the outcome.
Common perverse incentives
Volume metrics, short review windows, bonus cliffs, and contracts that pay on activity rather than impact.
Failure modes
When VA Days-to-Appointment Metric dominates, teams optimize for the dashboard while the real outcome quietly degrades.
Incentive redesign
Multi-dimensional outcome panels. Independent audit.
Ethical considerations
Don't engineer va days-to-appointment metric into customers, employees, or citizens as a manipulation tactic — design for informed choice instead.
Diagnostic questions
  • Where in our org would VA Days-to-Appointment Metric most often show up unnoticed?
  • Which metric, ritual, or contract clause quietly rewards VA Days-to-Appointment Metric?
  • If we removed every payoff for VA Days-to-Appointment Metric, what behavior would replace it?
  • Who benefits when VA Days-to-Appointment Metric persists — and who pays the cost?
Organizational warning signs
Metrics
A KPI is hit while the underlying outcome stalls or worsens.
Behaviors
People route around the rule rather than challenge it.
Language
'That's just how we do it here.' / 'The system requires it.'
Culture
Naming the pattern is treated as disloyalty.
Red flags
  • People defend the status quo using the language of va days-to-appointment metric.
  • Decisions cluster around the easiest narrative rather than the strongest evidence.
  • New data changes the slide deck but not the decision.
  • Anyone naming the pattern is treated as the problem.
Intervention playbook
Immediate
Make the perverse payoff visible to the people creating it.
30-day
Run a small pilot that pays for the outcome, not the proxy.
Long-term
Rewrite the comp plan, contract, or ritual so the right behavior becomes the easy behavior.
AI considerations
Detect
Audit training data and reward signals for the same pattern this element describes.
Avoid amplifying
Don't optimize models on metrics that already encode the perverse incentive.
Counteract
Use the model to surface where the pattern is most active, then redesign the incentive — not the model.
Measurement
Metrics
Outcome-to-proxy ratio over time.
Assessment
The Incentives Lab III Diagnostic.
Survey
Calibrated pulse questions on rules vs. outcomes.
Behavioral signals
Where people work around the system.
Observational
Where the dashboard and the lived experience disagree.
Scientific evidence
Evidence grade
Synthesized from the behavioral science literature; see Atlas references.
Replication
Tracked in the Atlas as primary, replicated, or contested.
Intervention confidence
Moderate — patterns generalize, mechanisms vary by context.
Research consensus
Broad agreement on the pattern; ongoing debate on boundary conditions.
Known limitations
Local context, culture, and incentive structure all change the strength of the effect.
Open questions
How does VA Days-to-Appointment Metric interact with AI-mediated decisions at scale?
References
Meta-analyses
Tracked in the Atlas registry.
Seminal authors
Kahneman, Tversky, Thaler, Ariely, Cialdini, Ostrom, Simon — and the field they built.
Cross references

Every Atlas entry is a node in a knowledge graph. See the related rail below to follow the connections.

Disciplinary layers

See VA Days-to-Appointment Metric through 3 lenses

Each layer of the Incentives OS reframes this concept with its own thinkers, vocabulary, and diagnostic question.

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Worked example, counter-example & concept map

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How this lands in you

Your nervous system has a region for this.

Primary region
Amygdala

When you encounter VA Days-to-Appointment Metric, your amygdala tags it as threat before your reasoning brain even knows what happened — and threat wins the first move.

Threat detection, fear, social pain, loss aversion, fast emotional tagging. Loss feels roughly twice as bad as equivalent gain feels good. Social rejection lights up the same circuits as physical pain.

See Amygdala in the Brain Atlas →
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