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Calgary · Tuesday · 10:15

Seven systems read it.
Nobody typed it twice.

This is the record. Watch it get touched seven times, and watch nothing on it change.

Patient record QL-4471
Name
Marco Delgado
Born
14 Mar 1979
Health number
••••• 4471
Phone
+1 403 ••• 2210
Doctor
Dr A. Chen
When
Tue 12 Nov · 10:15
Waiting 0 reads 1 write
  1. BOOKINGBooked the slot
  2. INTAKESent the form
  3. REMINDERSThree messages
  4. RECORDWrote the note
  5. PRESCRIBINGChecked allergies
  6. BILLINGSent the claim
  7. REVIEWSAsked how it went

Every one of them read the same row

Her side of it

Her Tuesday, from where she stood.

Section one was the machine’s view of this day. Here is hers. The names in the margin are the systems that were working while she got on with it.

  1. BOOKING

    She booked it on the bus, three weeks out. The 10:15 was held for eight minutes while she dug out her health card.

  2. INTAKE

    That evening the clinic asked her six questions. She answered them from her sofa and forgot about it.

  3. REMINDERS

    A week before. A day before. An hour before, which was the one she actually needed.

  4. RECORD

    She gave her name once, at the desk. When Dr Chen opened the note, her six answers were already in it.

  5. PRESCRIBING

    Her chart said sulfa. The prescription was read against it before he signed. She never knew that happened.

  6. BILLING

    The claim left that afternoon carrying the three diagnoses he had written in the room. Nobody opened a billing screen.

  7. REVIEWS

    An hour after she left, her phone buzzed. It asked how it went.

She was in the building for twenty-six minutes and typed her name zero times.

The desk

Six things nobody did.

This is the list a front desk works through for one appointment when the software is really six products. None of it happened. On the right is what happened instead.

  1. Copy her details into the record the booking already had them
  2. Print an intake form and hand it over she filled it at home
  3. Phone her the day before three messages went on their own
  4. Ask her again what she reacts to her chart answered before he signed
  5. Type the diagnoses into the billing screen the note carried them across
  6. Remember to ask her for a review it went an hour after she left

None of those are hard. That is the problem with them. They are easy, they are constant, and somebody is paid to do them all day.

The whole point

Integrated is not the same as one.

Six products that talk to each other still hold six copies of her name. When one changes, the others find out later. Or they don’t.

  1. 1record
  2. 7systems
  3. 0copies

There is nothing to keep in step

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  • One record
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