The following is a guest blog post by Brittany Quemby, Marketing Manager of Stericycle Communication Solutions as part of the Communication Solutions Series of blog posts. Follow and engage with them on Twitter: @StericycleComms
We have talked a lot about healthcare consumerism on this blog series, and it appears that as we discuss many topics, the importance and relevance of healthcare consumerism continues to grow. More and more patients are demanding to be treated and have access to their healthcare as they would any other commodity they buy.
As I started to think more and more about patients as consumers, I started to think about my own buying behaviors. If I were to be put into a category of buyers, what would I be? As consumers we don’t always fall into one particular bucket of buyers. We typically fall into several buckets of buyers depending largely on the type of commodity that we are buying. You may be a “One-Stop Shopper” or a “Bargain Shopper” for one thing, but become a “Research Shopper” for other things.
But what about when it comes to healthcare? Do we follow the same trends? Typically when I shop, I’m a “One-Stop Shopper”. I travel a lot for work and the convenience of a one-stop-shop significantly increases the time I have to do other things I enjoy. However, when it comes to my healthcare, I quickly become “The Researcher.” I scour websites and reviews to ensure that I am getting the best healthcare I can. I chalk it up to the fact that at the end of the day, I really don’t want to be getting my healthcare from the gas station around the corner from my house.
How we shop varies depending on a consumer’s lifestyle and what we are shopping for. But what about providers? Do healthcare providers receive the same liberties that patients have with their vendors?
Take shopping for an EHR for example. Were physicians given the same consumer rights and liberties when it comes to EHRs? Do EHRs really provide everything a physician needs? The consensus is saying no. Although studies have shown that EHR adoption rates have increased over the last few years, satisfaction rates from physicians have declined. Reports found that in 2010, 61 percent of respondents claimed they were “satisfied” or “very satisfied” with their EHRs, compared to just 34 percent in 2014.
So what happened? Did EHR vendors miss the mark?
Lack of Inclusion
A big portion of what went wrong can be linked back to the lack of inclusion from EHR vendor’s biggest consumer….physicians. Many EHR vendors rushed to the market with software that dictated a user’s workflow rather than providing them with software that actually complements how they normally work. What transpired were cumbersome and difficult to use EHRs that significantly slowed physicians down.
EHRs had big promises for healthcare delivery and many doctors continue to be disappointed that they have not met their promises when it comes to quality, safety, efficiency and enagement. A report titled “Physicians Use of EHR Systems 2014” found that 55% percent of physicians said it was difficult or very difficult to use their EHR to improve efficiency and 72 percent said it was difficult or very difficult to use their EHR to decrease workload. A far cry from the promise of efficiency and better patient engagement.
Another major drawback is the current lack of interoperability of EHRs with other products that exist in the market. There is a growing number of healthcare platforms and technologies in the market that actually increase a physician’s quality, safety, efficiency and engagement, however many EHRs whether due to stubbornness or fear of loss of control have made it difficult for physicians to easily integrate with these platforms.
Needless to say, physicians are quickly realizing that their pseudo one-stop-shop of an EHR is not cutting it when it comes to satisfying the patient’s needs and their own needs. Patients’ demands for things like access to their medical records, appointment reminders and mHealth have got physicians on alert for vendors who can deliver. Not to mention, their own demands for things like patient engagement tools and better overall efficiencies. These crucial demands have begun to shift their buying behaviors to that of a healthcare consumer. Many physicians are taking a stance with their own healthcare consumerism, recognizing that their EHR can’t and won’t be their one-stop-shop and have begun researching the market for the many niche products and vendors that can and will deliver better results and ultimately happier patients and a happier physician.
The Communication Solutions Series of blog posts is sponsored by Stericycle Communication Solutions, a leading provider of high quality telephone answering, appointment scheduling, and automated communication services. Stericycle Communication Solutions combines a human touch with innovative technology to deliver best-in-class communication services. Connect with Stericycle Communication Solutions on social media: @StericycleComms