So, I lunched today with a friend who is an executive at a healthcare consultancy. She recently spent four days in a hospital, entering via the trauma center. The purists among us would think, “If she only had a personal health record (PHR).”
As it turns out, she did. From what I understood form our chat, the people in the hospital did not welcome her understanding of healthcare. She handed someone on the trauma team her PHR from Google Health Vault. According to her, she had downloaded enough data on her jump drive to where MRI’s were dripping from the USB.
At some point they determined she needed to have surgery because of something that appeared on her CAT scan. Moments before seeing how well she could count backwards from 100, she was able to convince the surgeon that she did not require an operation because what they saw was a pre-existing condition which was documented on her PHR. Step away from the scalpels.
I think the scalpel thing only served to spur her on. After leaving the hospital, she requested a copy of her bill—all forty-three pages. She read it, line by line. They hate it when patients do that. Her insurance covered everything, so it’s not like she was minding her pennies. She was minding her sanity. Seven hundred and some dollars for Tylenol. She never took any Tylenol. Somehow the billing system was tied to the fact that Tylenol was prescribed, independent of whether she actually took it.
Seventy-nine hundred dollars for a CT-scan. Only ten times higher than the national average.
Where were the failure points? People. IT. Process. It’s a good thing she knew what she was doing or right now she’d be missing a thing-a-ma-jig—and they would have billed her for another Tylenol to manage that pain.
Without change management and work flow improvement, EHR will only make things worse. There is a term of art for the intersection of work flows, people, and data—it’s called a mess. To minimize the mess, to have any shot at an ROI, the sooner you employ adults to run the Program Management Office (PMO) for your EHR, the better your chances.