My vision for technology and medicine is an excellent patient experience both inside and outside the office. Inside the office, we need a paperless, wireless, seamless system that will enable me to spend quality clinical time with you, rather than digging around in files, struggling to answer billing questions, or fighting with insurance companies. Outside the office, you should have immediate access to me via an internet portal. You should be able to look at your medical record, schedule your appointments, get your billing statements, and email me directly when it is convenient for you. In return, I should be able to respond quickly to your concerns via email, send e-prescriptions without a phone call, and use your credit card to bill out-of-office services. All of these systems should be cloud-based, so that I can access information remotely from any computer or phone.
This vision saves time and frustration for both you (the patient) and me (the doctor). For example, you may realize at 11PM Thursday night that you are going to run out of a prescription the next day and you are going away for the weekend. Normally, you would have to wait until the morning, remind yourself to call your doctor, wait for a call back, wait for a prescription to be called in, and wait to pick it up. Now it is 6PM Friday and you are going to miss your flight! With my vision, you would go online at 11PM Thursday, send me an email, I would pick it up 9AM, look at your chart online, and send an e-script to your pharmacy at 9:05AM, they would fill it and it would be waiting for you to pick up during your lunch break. You are happy because you accessed service quickly and conveniently and I am happy because I spent 5 minutes online rather than 15 minutes on the phone.Retail and other industries strive for customer satisfaction through ongoing analysis and system change. Physicians want to provide customer satisfaction but tend to limit their vision to the time spent in the office doing a physical exam and discussing the physical complaints. I believe that when a seamless medical record system is easy, cheap, and available physicians will catch the vision too
Live Mentally Healthy,
Cognitive Psychiatry of Chapel Hill