Free EMR Newsletter Want to receive the latest news on EMR, Meaningful Use, ARRA and Healthcare IT sent straight to your email? Join thousands of healthcare pros who subscribe to EMR and EHR for FREE!

Patient Experience Compared to Airline Experience

Posted on May 6, 2015 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 digging through my archive of draft posts and I came upon this tweet that I’d saved for future posting from last year. The tweet is still as applicable today as it was last year. Stephanie Zaremba raises an interesting point of comparison between the patient experience and the airlines experience. Can we learn something from this comparison?

Stephanie is totally right that the airline experience is going down quickly. I hate flying more and more every time I fly. That’s partially because I’m tired of being away from the family, but partially because they keep changing things and very rarely is the change for the better. However, do we really have a choice? If we need to travel, we purchase the plane ticket and grin and bear.

Does this sound a lot like healthcare? Sadly I think it does. Especially the last part. We all need healthcare and so we mostly just grin and bear. We’re seeing a slight change in that mindset with new high deductible plans. However, the medical industry is so complex that most patients just give up on trying to figure it out.

As I’ve thought about this comparison, I’ve wondered what would really change the patient experience. What could really cause things to change? Sadly, I think there’s a desire by many (doctors leading this charge) for a different system where it is a beautiful patient experience, but I don’t see a pathway to that new reality from our current reality.

Reminds me of one of my favorite thought exercises. What if you created an EHR that was focused on the patient and patient care and not on billing and government regulations? That EHR would look totally different than what we have today. Maybe it would look like a Care Management System.

Can An EMR Focus on Patient Care in the Current Reimbursement Environment?

Posted on March 6, 2015 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.

In response to a discussion I was part of on LinkedIn, Hirdey Bhathal, CEO of Zibdy Health, offered these interesting comments:

In your comment above you say “Doctor’s are eager to improve revenue”, “clinically based reimbursement” and “emphasizing the clinical documentation that needs to be the base line for billing”….Given that how can a EMR even try to focus on patient care? Two workflows are very different and probably mutually exclusive or very difficult to bring together with any degree of success. In a situation like that a new vendor like practice fusion or any other will be forced to comply with revenue needs otherwise no provider will adopt them. This is the first feature any EMR company sells.

Are quality patient care and quality reimbursement mutually exclusive in an EHR?

I think it’s a bit much to say that they are mutually exclusive. I think you can have both. However, I think that very few EHR vendors have both right now. Hirdey is absolutely right that no doctor would buy an EHR if they didn’t take care of the revenue needs of a practice. That is the first feature that most doctors look for when looking at EHR software.

As in most parts of life, you get what you pay for. Doctors are willing to pay for something that will increase their revenue. That’s why the EHR incentives worked so good (even if it’s fuzzy math). They saw some government money and so they adopted EHR to go after the money. I can’t remember someone ever asking if the EHR would make them more effective clinicians. I can’t remember them asking if the EHR would help them provide better patient care.

It’s kind of sad thing that are reimbursement system is so disconnected from the quality of care a doctor provides. The good news is that now that reimbursement is tackled and meaningful use is tackled, I have hope that EHR vendors will start to differentiate themselves from other EHR vendors based on their clinical abilities.

What do you think? Are we heading for a new era of EHR that’s more focused on clinical and patient outcomes and less on maximizing reimbursement? Or at least that we’ll see both?

EMR Customer Service, EMR Not Meeting ACOs Needs, and Patient Centered EMR Rollout

Posted on April 13, 2014 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.


Zappos is in Las Vegas, and I can assure you that this story is true. I’ve always wondered how they’d scale that policy if thousands of people called for pizza. The key I think is that they do focused customer service. Chandresh asks an important question. Which EHR vendors have delightful customer service?


If EHR vendors don’t make the ACO possible, who will?


I’d be more interested in seeing an EHR roll out that considered the patient.