We have all seen the impact of the HITECH Act with hospitals scrambling to get EHRs and HIEs off the ground, and then be able to show “meaningful use.” But let’s face it, is the government so forward thinking that this “Healthcare Revolution” is because of the wisdom of the senate, congress, committees, agencies and staff members? Remember these are the same folks who still are trying to get digital TV converted in every household.
To understand how the government is making decisions, let’s travel back in time. Remember the presidential campaign? Where did the candidates turn to for advice? Who did they ask to find out “what the people wanted?” Who was the sage? Who was the leading authority? It was “Joe the Plumber.” Joe represented hardworking, honest Americans everywhere. Everyone - democrats, republicans, political satirists and of course the media - wanted to know “What is on Joe’s mind?” Politicians go to town hall meetings to hear from the people about their issues, their concerns and base their political platforms on what the common American wants.
What does all of this have to do with the HITECH Act you ask? Consumers and patients are not just concerned with an EHR. They want more. Deloitte recently posted their 2009 Survey of Health Care Consumers: Key Findings, Strategic Implications. The implications pose serious questions to the healthcare industry as it gears up to meet the demands of today’s consumer. It is clear that consumers and patients alike expect more from eHealth technologies and services. Many hospitals are still in the 20th century when it comes to meeting the expectations of today’s savvy consumer. Online bill pay is often seen as “gee whiz” technology to a hospital, but to a consumer this is expected. We are totally immersed in world changed forever by the Internet, and hospitals that are slow to adapt will lose patients more and more every day to their competitors.
One C-level executive shared with me that he never uses his hospital’s Website because it was too difficult to find what he was looking for. Here is the question I pose to you: When is the last time you took a look at your own site, tried to schedule an appointment, attempted to contact your physician via email or any of the other things consumers are asking for? Maybe it is time to listen to “Joe the Patient” when deciding on what projects to focus on next in your organization.
To read the complete Deloitte survey, click here.
