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E-Patient Update:  The Virtues, And Failings, Of Doctor-Patient Email

Posted on January 10, 2017 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

Lately, I’ve been thinking about my experiences with emailing my providers. I’m certainly grateful that this channel is now available, as I’ve used it to manage some important health problems. That being said, there’s also some new challenges to address when reaching out to your clinician.

Some of the important benefits I’ve gotten from emailing my doctors include:

  • Cutting out middlemen: If I want to communicate with my PCP outside of a medical visit, I have to call, wait on hold for the receptionist to answer, then wait for a nurse to find out what I want, who might get back to me if she can track down the doctor. Email communication bypasses the whole bureaucracy, which I love.
  • Quick solutions: If a doctor is at all wired, she may be able to shoot quick responses to basic questions (“Do I need to schedule a follow-up?”) far more quickly than if I’m at the end of a voice-message queue. Of course, the more email she has the longer it may take to respond, but responding to my email is still quicker than a phone conversation in most cases.
  • Messaging during off hours: If I want to communicate with a doctor, but the issue isn’t critical, I can write to them anytime I’d like – even while I’m eating a 3AM snack! I don’t have to wait until office hours, when I’m likely to be juggling other workaday issue and forget to reach out.

But there are also disadvantages to emailing my doctors, and they’re significant:

  • Problems with communication: A few times, I’ve been in situations where emailing doctors created confusion rather than clarifying things. For example, one specialist sent me an email suggesting an appointment slot, and though I never confirmed, he still considered the slot booked (and charged me for missing it)! That was a relatively petty problem, but if there was a similar level of misunderstanding about a clinical matter it could have been much worse.
  • Unclear expectations: If you call a medical practice’s service overnight for help with a serious problem, you can be pretty sure the on-call doc will call back. But when you email a doctor, it’s not clear what you can expect. There’s no formal rule – or even best practices guidelines, as far as I know – governing how quickly doctors should answer emails, what issues they’re willing to tackle via this medium or how they should handle email responses when they’re on vacation or ill (ask a colleague or nurse to monitor their inbox?)
  • Lack of context: In most cases, the email messages I’ve gotten from doctors resemble text messages rather than letters. Sometimes that’s enough, but in other cases I wish I could get more context on, say, why they’re recommending a med or suggesting I get screened at an emergency department.

Without a doubt, being able to email doctors is a good thing. However, I think it will work better for both sides if doctors have tools that help them manage multichannel conversations with patients.

Specifically, I believe doctors need access to a secure messaging portal, one which offers not only a unified inbox but also tools for prioritizing messages, perhaps using AI to identify urgent issues, and automates routine tasks. Ideally, it would identify patients by their name or email address, and pop up a patient status summary for those with urgent concerns — and yes, this would probably require EMR integration, but why not? (Feel free to write me at anne@ziegerhealthcare.com if something like this already exists!)

The last thing we need is for patient emails to become one more cause of physician burnout. So let’s give doctors the tools they need to manage the messaging process effectively and stay connected with patients who need them most. In fact, what if we made the messaging so effective that it saved them time over a voicemail message?

E-Patient Update: All I Want For 2017

Posted on January 6, 2017 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

Over the past year, I’ve done a lot of kvetching about the ways in which I think my e-relationships with doctors and hospitals have fallen short. I don’t regret doing so, but I think it’s just as important to focus on the future. So without further ado, here’s a list of ways in which providers could improve their digital interactions with me and my fellow patients during the coming year:

  • Have consistent policies and operations: Over time, I’ve found that many providers don’t seem to keep track of what they say about e-services such as portals and telemedicine visits. Others do little to let you know whether, say, doctors respond to email and how long it may take for them to do so. All of this creates patient confusion. This year, please be consistent in what you do and how you do it.
  • Create channels for patient feedback: As you may recall, I recently trashed a practice that didn’t respond to patient complaints about a broken appointment-making function on its site, and noted that all could have been avoided if patient objections had gotten routed to practice administrators sooner. Let’s make sure this doesn’t happen anymore. This year, make sure your patients don’t face this kind of frustration; create formal channels for patient technical feedback and have a process for escalating their concerns quickly.
  • Give us more access: While patients do have access to some data from their medical records, most of the time we still have to jump through onerous hoops if we need a complete record. Given that it’s all digital these days, this is very hard for us to understand, so fix this process. (And by the way, don’t pile on $2.50 per page charges when you produce a digitally-produced patient record; not only is it insulting and predatory, if that fee doesn’t reflect the costs of sharing the record it may be illegal in many states.)
  • Give us more control: Particularly when, like me, you have more than one chronic condition to manage, it gets very tiring to deal with the policies of multiple institutions when you want the big picture. We want more control of our records!  We’ll be much happier (and possibly healthier) if we have ways to compile complete record sets of our own.
  • Take us seriously: The following is not just an e-patient concern, but it still applies. Too often, when I raised a concern (“Why do you say I don’t have an appointment when I made one online?”) I’ve gotten a blank stare or defensive posturing. This year, providers, please take our digital problems as seriously as other any problems we face in interacting with you. We do!

As I look at this list, I think it’s interesting that I have no temptation to suggest one technology or another (though as your faithful scribe I’ve seen many intriguing options). The truth is, I’d submit, that most providers should get their social and operational ducks in a row before they roll out sophisticated patient engagement platforms or roll out major telehealth initiatives. Just make sure everything works, and everybody cares, and you’ll be off to a better start.

Patient Engagement Discussion on the eCW Podcast

Posted on January 4, 2017 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

I was recently asked to take part in the newly launched eCW podcast. Having done so many interviews for Healthcare Scene myself, it was fun to have the tables turned and be interviewed. The majority of our discussion was about patient engagement and they broke it up into 2 parts. If you’re interested in patient engagement, check out the 2 part interview below.

The Future of Patient Engagement: A Discussion with John Lynn from Healthcarescene.com Part 1

The Future of Patient Engagement: A Discussion with John Lynn from Healthcarescene.com Part 2

Slick Setups to Make Your Health Clinic’s Processes Simple

Posted on December 26, 2016 I Written By

The following is a guest blog post by Eileen O’Shanassy.

Medical technologies have come a long way since the days of manual appointment and check-in books, clip-board health information, gathering forms, and huge patient medical chart walls. Today, health clinics can enjoy far more simple and efficient processes with only a few changes to traditional methods of providing healthcare. Consider these following four easy-to-use and inexpensive technologies for your own health clinic.

Touchscreen Check-In Desks
You do not have to pay your front office staff any longer to check in patients. With this slick setup, a patient walks up to a desk that features a wide, large LCD monitor located inside the waiting room or near the receptionist’s desk. Instructions at this touchscreen check-in desk explain to the patient that they only need to tap the screen and then tap out the letters of their name using large virtual buttons to check themselves into your clinic. In some clinics that offer a variety of diagnostic and treatment services, patients also select a clinic area.

Health Information Kiosks
A lot of front office staff time is wasted every day providing patients with information that is already available on your clinic’s website or local affiliated health system’s site. With the slick setup of a health information kiosk, your front office staff can direct patients to the kiosk and return to other tasks. Beyond information about the services offered at your clinic and local healthcare systems, health information kiosks can also be set up to provide patients local news and weather conditions, health and safety tips, emergency alerts, and even details about local restaurants and businesses.

Identification Scanning Software
One of the slowest processes at a clinic with new patients is establishing a record that contains accurate personal and health information. Some healthcare systems now provide clinics with the ability to quickly access information about patients already in their medical data storage programs. This is done electronically via scanning software that can be used with a patient’s driver’s license, medical insurance card, or a special system healthcare card. This type of slick setup also makes it possible for your clinic to save important information about a patient who is entirely new to the area and share it with local specialists and their staff members in hospital and other facilities.

These are only a few examples of the types of slick setups that can make traditional processes in your health clinic simple. These and other cutting edge methods can also result in positive testimonials that attract more new patients to your clinic.

About Eileen O’Shanassy
Eileen O’Shanassy is a freelance writer and blogger based out of Flagstaff, AZ. She writes on a variety of topics and loves to research and write. She enjoys baking, biking, and kayaking. Check out her Twitter @eileenoshanassy. For more information on medical data storage and new technology check out Health Data Archiver.

E-Patient Update: Patient-Doctor Communication Still Needs an Update

Posted on December 2, 2016 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

A few weeks ago, I called my PCP’s after-hours line to address an urgent medical concern. The staff at the answering service took my name, reached out to the doctor on call and when he was ready, connected him to me.

While this procedure was entirely standard, as always I found it a bit offputting, as to me it implies that I can’t be trusted to use the doctor’s cell phone number with some discretion. Don’t get me wrong, part of me understands why the doctors in this practice preferred to preserve their privacy and select when they want to speak to patients. On the other hand, however, it makes me uneasy, as I already have a very superficial relationship with my PCP and this approach doesn’t help.

While this is very much an old-school problem, to me it points to a larger one which has largely gone unnoticed as we plunge forward with the evolution of health IT. In theory, we are living in a far more connected world, one which puts not only family and friends but the professionals we work with on far more of a one-to-one basis with us. In practice, however, I continue to feel that patient-doctor communication has benefited from this far less than one might think.

I know, you’re going to point out to me how many doctors are using portals to email with patients these days, and how some even text back and forth with us. I’ve certainly been lucky enough to benefit from the consideration of providers who have reached out via these channels to solve urgent problems. And I know some health organizations — such as Kaiser Permanente — have promoted a culture in which doctors and patients communicate frequently via its portal.

The thing is, I think Kaiser’s experience is the exception that proves the rule. Yes, my doctors have indeed communicated with me directly via portals or cell. But the email and text messages I’ve gotten from them are typically brief, almost pointillistic, or if longer and more detailed, typically written days or even weeks after the original request on my end. In other words, these communications aren’t a big improvement over what they could accomplish with an old-fashioned phone call – other than being asynchronous communication that doesn’t require we hook up in real-time.

In saying this, I’m not faulting the clinicians themselves. Nobody can communicate with everyone all the time, particularly doctors with a large caseload. And I’m certainly not suggesting that I expect them to be Facebook buddies with me and chat about the weather. But it is worth looking at the way in which these communication technologies have seemingly failed to enrich the communication between patient and doctor in many cases.

Until we develop a communication channel for patients and doctors which offers more of the benefits of real-time communication — while helping doctors manage their time as they see fit — I think much of the potential of physician-patient communication by Internet will be wasted. I’m not sure what the solution is, but I do hope we find one.

E-Patient Update: Bringing mHealth To The People

Posted on November 11, 2016 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

Today, it’s standard for patients to travel to a central hub of some kind, spend as much as a half hour in the lobby and fill out a few minutes of paperwork to get a maximum of 15 minutes of time with their doctor. But thankfully, we’ve come to a time when care can return to the home. And it’s time we take full advantage of that fact.

I’d argue that it’s long overdue to bring the medical visit back to patient homes, not just for those in need of chronic care, but for all patients who are less than markedly stable. If we’re not quite at the point where we can provide every standard primary care service in a home, we’re pretty close, and it should be our goal to close the gap.

Consumers want convenience
While it might not be practical to roll out the service to everyone at once, we could start with patients who are healthy, but in higher risk categories due to age or condition. My mother comes to mind. At age 74, she has a history of cardiac arrhythmia, is slightly overweight and suffers from joint problems. None of these may pose an immediate risk to her health, but they are part of the complex process of aging for her, and all that goes with it.

I believe her health would be managed better if someone saw her “in her element,” taking care of my disabled brother, rushing around cooking dinner and climbing stairs. It would also be easier for clinicians to show her health information at her kitchen table, and get her engaged with making progress. (Kitchen tables are inherently less intimidating.)

Besides, there’s the issue of travel. Often, she finds it taxing to get organized and get to medical appointments, which take place 20 minutes away at the offices of her local health system. “I wish someone would bring a van with testing devices like an x-ray machine in it, bring their tablets into my house and do the check up at home,” she says. “There’s no reason for me to do all the traveling.” And believe me, folks, if a technophobe like my mom — who won’t touch a computer — is wondering why her physicians aren’t making better use of mobile healthcare tools, you can bet other patients are.

Mobile satisfaction
If you’re a health leader reading this, you may be flinching at the idea of reorganizing your services to hit the road. But it’s worth doing, particularly now that patients are demanding mobile health access. After all, rolling out a mobile-enhanced door to door primary care service would be an unbeatable way to differentiate yourself from your competitors and enhance patient satisfaction.

I believe that whatever investments you have to make would be modest in comparison to the benefits your patients would realize. If you come to them, not only are you getting to know them better, and as a result, you’re likely to improve care quality.

Now, I understand that if you’re traveling, you probably can’t pack four patient encounters into an hour, and that is certainly a financial consideration. But I believe patients would pay more to see their very own doctor (not a stranger, as with some startups) visit them at home. More importantly, I’d argue, a reworked system that puts patients at the center of their care would eventually save money, time and lives which is where value based reimbursement is headed anyway.

Hospitals and General Grant Have a Lot in Common

Posted on October 20, 2016 I Written By

When Carl Bergman isn't rooting for the Washington Nationals or searching for a Steeler bar, he’s Managing Partner of EHRSelector.com, a free service for matching users and EHRs. For the last dozen years, he’s concentrated on EHR consulting and writing. He spent the 80s and 90s as an itinerant project manger doing his small part for the dot com bubble. Prior to that, Bergman served a ten year stretch in the District of Columbia government as a policy and fiscal analyst.

A few weeks ago, I was having a bad dream. Everything was turning black. It was hard to breath and moving was equally labored. It wasn’t a dream. I woke up and found myself working hard to inhale. Getting out of bed took determination.

I managed to get to our hallway and call my wife. She called 911 and DC’s paramedics soon had me on my way to Medstar’s Washington Hospital Center’s ER. They stabilized me and soon determined I wasn’t having a heart attack, but a heart block. That is, the nerve bundles that told my heart when to contract weren’t on the job.

A cardiology consult sent me to the Center’s Cardiac Electrophysiology Suite (EP Clinic), which specializes in arrhythmias. They ran an ECG, took a quick history and determined that the block wasn’t due to any meds, Lime disease, etc. Determining I needed a pacemaker, they made me next in line for the procedure.

Afterwards, my next stop was the cardiac surgery floor. Up till then, my care was by closely functioning teams. After that, while I certainly wasn’t neglected, it was clear I went from an acute problem to the mundane. And with that change in status, the hospital system’s attention to detail deteriorated.

This decline led me to a simple realization. Hospitals, at least in my experience, are much like Ulysses Grant: stalwart in crisis, but hard pressed with the mundane. That is, the more critical matters became in the Civil War, the calmer and more determined was Grant. As President, however, the mundane dogged him and defied his grasp.

Here’re the muffed, mundane things I encountered in my one overnight stay:

  • Meds. I take six meds, none exotic. Despite my wife’s and my efforts, the Center’s system could not get their names or dosages straight. Compounding that, I was told not to take my own because the hospital would supply them. It couldn’t either find all of them or get straight when I took them. I took my own.
  • Food. I’d not eaten when I came in, which was good for the procedure. After it, the EP Clinic fed me a sandwich and put in food orders. Those orders quickly turned into Nothing by Mouth, which stubbornly remained despite nurses’ efforts to alter it. Lunch finally showed up, late, as I was leaving.
  • Alarm Fatigue. At three AM, I needed help doing something trivial, but necessary. I pressed the signaling button and a nurse answered who could not hear me due to a bad mike. She turned off the alert. I clicked it on again. Apparently, the nurses have to deal with false signals and have learned to ignore them. After several rounds, I stumbled to the Nurses’ Station and got help.
  • Labs. While working up my history, the EP Clinic took blood and sent for several tests. Most came back quickly, but a few headed for parts unknown. No one could find out what happened to them.
  • Discharge. The EP Clinic gave me a set of instructions. A nurse practitioner came by and gave me a somewhat different version. When we got home, my wife called the EP Clinic about the conflict and got a third version.
  • EHR. The Hospital Center is Washington’s largest hospital. My PCP is at the George Washington University’s Medical Faculty Associates. Each is highly visible and well regarded. They have several relationships. The Center was supposed to send GW my discharge data, via FAX, to my PCP. It didn’t. I scanned them in and emailed my PCP.

In last five years, I’ve had similar experiences in two other hospitals. They do great jobs dealing with immediate and pressing problems, but their systems are often asleep doing the routine.

I’ve found two major issues at work:

  • Incomplete HIT. While these hospitals have implemented EHRs, they’ve left many functions big and small on paper or on isolated devices. This creates a hybrid system with undefined or poorly defined workflows. There simply isn’t a fully functional system, rather there are several of them. This means that when the hospital staff wants to find something, first they’ll look in a computer. Failing that, they’ll scour clipboards for the elusive fact. It’s like they have a car with a five speed transmission, but only first and second gear are automatic.
  • Isolated Actors. Outside critical functions, individuals carry out tasks not teams. That is, they often act in isolation from those before or after them. This means issues are looked at only from one perspective at a time. This sets the stage for mistakes, omissions and misunderstandings. A shared task list, a common EHR function, could end this isolation.

The Hospital Center is deservedly a well regarded. It’s heart practice is its special point of pride. However, its failure to fully implement HIE is ironic. That’s because Medstar’s National Center for Human Factors in Healthcare isn’t far from the Hospital.

The problems I encountered aren’t critical, but they are troublesome and can easily lead to serious even life endangering problems. Most egregious is failure to fully implement HIT. This creates a confusing, poorly coordinated system, which may be worse than no HIT at all.

E-Patient Update: A Bad Case Of Hyperportalotus

Posted on September 30, 2016 I Written By

Anne Zieger is veteran healthcare consultant and analyst with 20 years of industry experience. Zieger formerly served as editor-in-chief of FierceHealthcare.com and her commentaries have appeared in dozens of international business publications, including Forbes, Business Week and Information Week. She has also contributed content to hundreds of healthcare and health IT organizations, including several Fortune 500 companies. Contact her at @ziegerhealth on Twitter or visit her site at Zieger Healthcare.

Lately, the medical profession has seen an increasing incidence of a new condition tentatively identified as “hyperportalotus” — marked by symptoms of confusion, impatience, wasted time and existential dread. Unlike many newly-identified medical problems, the cause for this condition is well understood. Patient simply have too many portals being thrust at them.

As a patient with a few chronic illnesses, I see several specialists in addition to a primary care doctor. I’ve also been seen recently at a community hospital, as well as an urgent care center run by a different health system. I have access to at least seven portals, each, as you probably guessed, completely independent of each other.

Portals in play in my medical care include two instances of Epic’s MyChart, the Allscripts FollowMyHealth product and an athenahealth portal. (As an aside, I should say that I’ve found that I like athenahealth’s product the most, but that’s a story for another day.)

Because I am who I am – an e-patient dedicated to understanding and leveraging these tools – I’m fairly comfortable working with my providers on this basis. I simply check in with the portal run by a given practice within a few days of my visit, review reports and lab results and generally orient myself to the flow of information.

Too Much Information
So, if I can easily access and switch between various portals, what’s the big deal? After all, signing up for these portals is relatively simple, and while they differ in how they are organized, their interfaces are basically the same.

The problem is (drumroll…) that most patients aren’t like me. Many are overwhelmed by their contact with the medical system and feel reluctant to dig into more information between visits. Others may not feel confident that they understand the portals and shy away reflexively.

Take the case of my 70-something father. My dad is actually pretty computer-savvy, having worked in the technology business for many years. (His career goes all the way back to the days of punch cards.) But even he seems averse to signing up for MyChart, which is used by the integrated health system that provides all of his inpatient and outpatient care.

Admittedly, my father has less contact with doctors and hospitals than I do, so his need to review medical data might be less than mine. Nonetheless, it’s a shame that the mechanics of signing up for and using a portal are intimidating to both he and my mother.

A Common Portal
All this being said, the question is what we can do about it. I have a theory, and would love to know what you think of it.

What if we launched an open source-based central industry portal to which all other portals could publish basic information?  This structure would take proprietary vendors’ interest in controlling data out of the picture. Also, with the data being by its very nature limited (as consumers never get the whole tamale) it would answer objections by providers who feel that they’re giving away the store with the patient data.

Of course, I can raise immediate and powerful objections to my own proposal, the strongest of which is probably that we would have to agree on a single shared standard for publishing this data to the central megaportal. (And we all know how that usually works out.)

On the other hand, such approach has much to recommend it, including better care coordination and hopefully, stronger patient engagement with their health. Maybe I’m crazy, but I have a feeling that this just might work. Heck, maybe my father would bother looking at his own medical information if he didn’t have to develop hyperportalotus to do it.

The Exciting Future of Healthcare IT #NHITWeek

Posted on September 28, 2016 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

One time I went to my wife’s OB/GYN appointment and I was in shock and awe with how well the doctor remembered my wife’s past pregnancies. Literally down to the tear that occurred. The reason I was in shock was that she prefaced her memory of my wife’s medical history with “Your old chart is off in storage, but as I recall you had a…”

While year later I’m still impressed with this OB/GYN’s ability to remember her patients, I know that this is not always the case. Doctors are humans and can’t possibly remember everything that occurred with every patient. Humans have limits. In fact, doctors deserve credit that they’ve provided such amazing medical care to so many patients despite these limits.

My esteem for doctors grows even greater when I think of the challenges associated with diagnosing computer problems (Yes, I am the nerd formerly known as @techguy). It’s not easy diagnosing a computer problem and then applying the fix that will remedy the problem. In fact, you often find yourself fixing the problem without really even knowing what’s causing the problem (ie. reinstall or reboot). While fixing computers is challenging, diagnosing and treating the human body has to be at least an order and probably two or more orders of magnitude more complex.

My point is that the work doctors do is really hard and they’ve generally done great work.

While I acknowledge the history of medicine, I also can’t help but think that technology is the pathway to solving many of the challenges that make doctors lives so difficult today. It seems fitting to me that IT stands for Information Technology since the core of healthcare’s challenges revolve around information.

Here are some of the ways technology can and will help:

Quality Information
The story of my wife’s OB/GYN is the perfect illustration of this potential. Doctors who have the right information at the point of care can provide better care. That’s a simple but powerful principle that can become a reality with healthcare IT. Instead of relying on this OB/GYN’s memory, she could have had that information readily available to her in an EHR.

Certainly, we’re not perfect at this yet. EHR software can go down. EHR can perpetuate misinformation. EHRs can paint the incorrect picture for a patient. However, on the whole, I believe an EHRs data is more accessible and available when and where it’s needed. Plus, this is going to get dramatically better over time. In some cases, it already is.

Deep Understanding of Individual Health Metrics
Health sensors are just starting to come into their own. As these health sensors create more and more clinically relevant data, healthcare providers will be empowered with a much deeper understanding of the specific health metrics that matter for each unique patient. Currently, doctors are often driving in the dark. This new wave of health sensors will be like turning the lights on in places that have never seen light before. In some cases, it already is.

Latest Medical Research
Doctors do an incredible job keeping up on the latest research in their specialty, but how can they keep up with the full body of medical knowledge? Even if they study all day and all night (which they can’t do because they have to see patients), the body of medical knowledge is so complex that the human mind can’t comprehend, process, and remember it all. Technology can.

I’m not suggesting that technology will replace humans. Not for the forseeable future anyway. However, it can certainly assist, inform, and remind humans. My phone already does this for me in my personal life. Technology will do the same for doctors in their clinical life. In some cases, it already is.

Patient Empowerment
Think about how dramatic a shift it’s been from a patient chart which the patient never saw to EHR software that makes your entire record available to patients all the time. If that doesn’t empower patients, nothing will. I love reading about how many kings use to suppress their people by suppressing information. Information is power and technology can make access to your health information possible.

Related to this trend is also how patients become more empowered through communities of patients with similar conditions and challenges. The obvious example is Patients Like Me, but it’s happening all over the internet and on social media. This is true for chronic patients who want to find patients with a rare condition, but it’s also true for patients who are finding the healthcare system a challenge to navigate. There is nothing more empowering than finding someone in a similar situation that can help you find the best opportunities and solutions to your problems.

In some cases, patient empowerment is already happening today.

Yes, I know that many of the technologies implemented to date don’t meet this ambitious vision of what technology can accomplish in healthcare. In fact, many health technologies have actually made things worse instead of better. This is a problem that must be dealt with, but it doesn’t deter me from the major hope I have the technology can solve many of the challenges that make being a doctor so hard. It doesn’t deter me from the dream that patients will be empowered to take a more active role in their care. It doesn’t deter me from the desire to leverage technology to make our healthcare system better.

The best part of my 11 years in healthcare IT has been seeing technology make things better on a small scale (“N of 1” –@cancergeek). My hope for the next decade is to see these benefits blow up on a much larger scale.

The Waiting Room – A Patient’s First Impression

Posted on September 23, 2016 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

This post is sponsored by Samsung Business. All thoughts and opinions are my own.

We’ve all heard about the importance of first impressions. They last a long time and happen very quickly. The same is true for a medical practice. Patients’ first impression of a medical practice is the waiting room and that impression can last a very long time. What have you done to improve your patients’ experience in the waiting room?

Instead of doing a bunch of small things in your waiting room, I suggest you focus on creating one specific WOW! factor that patients will remember. In many cases people are turning to digital signage to provide this wow factor. Combine amazing content with some amazing digital signage like a curved TV, 3D TV, or massive screen and you can quickly implement the WOW! factor in your waiting room.

These type of memorable experiences for patients in your waiting room are the fuel that feeds social media and physician rating services today. If you want patients to share their experience at your office on social media or rate you highly on the various physician rating websites, start by WOWing them in your waiting room. Almost all of your patients now arrive with a phone in their pocket which they can use while they wait to provide your practice a quality rating. Leverage that as an asset.

I’ve heard some people argue that digital signage isn’t valuable anymore in the exam room because patients all show up with their own smartphones and tablets. They argue that patients have their heads buried in their phones and so they never see the digital signage you put in the exam room. This couldn’t be further from the truth.

The reality is that most of us with smartphones have become quite habituated to what people call the second screen experience. More and more people are watching TV while playing on their smartphone. It’s normal for us to be processing what’s on a TV while keeping an eye on our smartphone at the same time. The same thing happens in the waiting room when you provide a compelling digital experience. We consume both the TV and our smartphone.

Leveraging a high-quality digital experience in your waiting room provides a better patient experience overall. What’s the worst part of a waiting room? You have to wait. What’s the solution? We all have experienced a long flight or car ride that felt like it was much shorter thanks to some sort of digital media experience. This same experience can be had by patients if you invest in the right digital signage and content. Shorter wait times lead to better physician ratings in ambulatory practices and better HCAHPS scores in hospitals.

How have you approached your waiting room? Is there something unique or interesting you’ve done that’s made the patient experience better? What kind of first impression are you making on your patients?

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