A lot of the times in the office, people can get easily frustrated with their tech. This article talks about how there seems to be some sort of disconnect between the technologies and the doctors. To start off, when a software is developed for a certain field, there are certain expectations and requirements that should be met depending on what the service is for. if you are delivering a software for a food business, you should expect it to handle some sort of client interaction along with employee interaction. This also can translate to mass scales where more and more people are using it. When a lot of people are using the same software, there should be a type of initiative to make it simple yet effective to use. If the software that is being developed for a specific purpose isn’t developed correctly or with those things in mind, it can sometimes be detrimental to that business’s practices. In this case, it was a matter of updating a lot of records and technology to keep the systems “relevant”.
In the case of a hospital system, the records are computerized and the new system that was being put in place would be able to handle a lot more. This is the reason why the upgrade was good. The new system would be able to deliver a single platform for recording and communicating medical observations, sending prescriptions to a patient’s pharmacy, ordering tests and scans, viewing results, scheduling surgery, and sending insurance bills. However, with these new systems seem to come a lot of overhead for the people using it. There were quite a few tensions that actually made it more difficult for doctors to get their jobs done. One of these tensions was between the doctors and administrative staff. Often times they disagree on what should and should not be included in the software. Sometimes the staff said adding certain procedures would be more time consuming. Certain fields that doctors didn’t have to fill out before were now being required due to administration simply telling them that they had to be done.
I feel as though the real customer in this situation seems to be the administration. Whenever a new system is implanted, hospitals often have to schedule less appointments just to accommodate for training of the new system. This puts, not only the patients, but doctors and other faculty way behind. From the article, it states that in the first five weeks of a new 1.6 billion dollar system upgrade, there were about twenty-seven thousand help desk tickets were just simple how to questions about the system. The lessons from this implementation don’t only apply to the Electronic Medical Records systems, but other systems dealing with these same mass software upgrades for facilities similar to hospitals. This reading has changed the way I think about the topic because although upgrading something to make it current, doesn’t always necessarily mean it won’t add additional overhead. I agree with the fact that upgrading systems can be important, especially when dealing with thousands of medical records because you want to keep things secure. But at the same time it is important to understand that there should be more efficient ways of training with these software to make them more accessible and understandable for the people using them.