My EMR is DOWN!!!

2 real life stories from users of an EMR (sent to me by a reader of the site). In each case the users started figuratively shouting, “My EMR is DOWN!!!”

1. One of my clients, a pediatric group, went down yesterday. Their firewall box choked which resulted in their internal network being useless. Each computer was alive and well, they just couldn’t talk to the server. They couldn’t print. They couldn’t get to the Internet. They were dead in the water all day. This is a group that didn’t grow up in the old days where day-to-day unreliability was the norm. They had no printouts from which to work. Being a firewall which was 5+ years old, the hardware tech was really scrambling to find a replacement.

2. Another client, has been using wireless laptops to talk to their server. For some reason, the wireless reliability has started to drop like a rock in the past couple of weeks. It is not clear where the culprit is. Signal strengths are excellent according to the laptop, and then poof, no more server. The event viewer reports that there was a disconnection. They re-connect, work a little while, and poof.

The funny part is that in neither case was the EMR software responsible for being down. It was the other technology that facilitates the EMR. Yet the EMR takes the blame. It’s kind of like a patient who has a bad experience with a nurse or receptionist or doctor at an office and reports to their friends that the PRACTICE is a disaster. It’s easier to blame the whole instead of the responsible part.