A colleague of mine recently shared a story that hit home.
At a recent Dr.’s appointment, her physician re-authorized a daily health maintenance prescription and with a click of a button on the EHR, sent it to her pharmacy. Beautiful. Efficient.
Only, it didn’t work …
My friend was headed out of town that week and ran into the pharmacy to pick it up the next day — but it wasn’t there. The pharmacy said they never received it. She called the Dr.’s office, had to leave a message and received a message back, assuring her they had sent it. Called the pharmacy — they still hadn’t received it. And the finger-pointing blame game began.
He said. She said
Back and forth, back and forth, for two days.
And all the time, my friend was concerned she wouldn’t receive her medication in time and end up with health issues on her vacation.
The loser in this game? The patient (and I would argue the Dr.’s office, too).
Finally, a pharmacy tech took charge (not the Dr.’s office). He immediately recognized and acknowledged my friend’s exasperation, apologized profusely and said he would personally make sure it was resolved within the hour. And it was.
How does my friend feel about her Dr.’s office now? How about her pharmacy? How would you feel?
No doubt that technology is revolutionizing the healthcare industry. Patient portals and electronic health records (EHR) are becoming the rule. These tools can enhance coordination of care as well as access, availability, accommodation and accountability. However, as with any new technology, it is only great when it works. And when it doesn’t?
Nothing replaces a compassionate human being who will accept responsibility (and apologize), own the problem, take the initiative, and ultimately, resolve it. No computer can provide that.
Is your team ready and willing to step in and stop the blame game?