What EHR users really want

I just read an article in the Harvard Business Review about the notion of what Henry Ford would have said if he were asked what people wanted.  The oft-quoted response was “Faster horses.”

At one point Ford had two-thirds of the market.  A few years later Ford’s share had dropped to fifteen percent.  Those in the know suggest this drop accrued to the fact that the customers did not want faster horses; they wanted better cars.

This is somewhat in line with how the healthcare providers have responded to EHR systems.  The hospitals with whom I have spoken have made a wide range of choices with regard to what they are doing with their EHR.

  • They use it because they have no other choice
  • They continue to do paper charting and use the EHR after the fact
  • They use it as a document management system and continue to dictate
  • They use the monitor as a flashlight to help them see while they write their notes
  • They sign a petition stating they are not going to use the EHR that is being forced upon them
  • They change EHRs believing that anything else has to be better than the system they are using

These are all variations of the faster horse theory of EHR.

What EHR’s users want is a better EHR, one that helps them do their job rather than one that hinders them.

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