Zelword Business and Tech Analysis

Don’t stop half way

My kids pediatrician recently changed to electronic checkin and new patient registration. Since we just had another baby, I recently got a chance to use it and left frustrated. I like the concept, especially given my current position designing custom applications to improve business workflow. I just think they took some missteps:

• Training is critical and not just how to use the system but making sure the team knows critical pitfalls. During the visit, the nurse made some remarks that indicated discomfort with the laptop she’s now required to carry. It’s understandable considering that this must have been a huge change in their process but the doctor’s office is a place where people want to feel certainty. It’s not that she searched for fields but that she sounded uncomfortable doing it and that does not make the doctor’s office feel like a safe place.  Years ago, when I did tech support, we were told never to tell the customer if we were having computer trouble because it would leave a bad impression. That was good advice and advice our nurse needed.
• Avoid completely closed, proprietary systems if you can. Our doctor’s office used some type of proprietary tablet device with no special features. I think this is a mistake because they can’t sell as many of these as regular tablets, handhelds, or internet devices so it’s bound to cost more. It also means they’re locked into that provider and switching might very well mean entirely new hardware.
• The most annoying thing: they made me retype our information. We’ve been taking our other kids there for 2 years. They already have our address, phone number, my wife’s name, etc. If they’re going to automate and centralize records, why not let me associate our information with all of our kids. I’m all for progress and I think a well designed system can vastly improve service and profitability. These issues are avoidable but relatively minor and I hope they begin to see the fruits custom software can offer.

Author: Michael Johnstone

Business Analyst and entrepreneur