In the age of technology, nothing is more frustrating than when that technology doesn’t work. We all have moments when our smartphones won’t load a webpage, our Zoom screen freezes, or our electronic health record (EHR) requires a reboot. Most of the time, it’s a brief inconvenience. But when we rely on our office software to help us provide patient care, it can be as critical as life and death. I know that sounds a bit dramatic, but it’s true.
Back in March, reports surfaced that the Veterans Affairs’ (VA) new EHR sytem had contributed to more than 150 incidences of patient harm—and four deaths.1,2 The most egregious issue was that the system was sending orders for specialty medical care to an undetectable location, rather than the appropriate specialist. Those orders effectively disappeared, delaying much-needed medical intervention.
The turbulent launch of the new EHR system forced the VA to renegotiate its contract with the vendor to “beef up accountability for tech glitches and patient safety issues.”3 But some might argue that the damage had been done.
How do we, as care providers, avoid a similar information technology (IT) crisis within our practices? According to Jeffery Daigrepont, the author of this issue’s featured article, “Fatal Health Care IT Decisions to Avoid,” the key is getting that vendor contract right the first time. A seasoned health care IT consultant, Mr. Daigrepont outlines the dos and don’ts of IT contracting, such as including language to clarify who is responsible for software defects and ensuring the vendor is required to maintain the necessary certifications.
Once you have your IT squared away, take a look at the other practice management tips included in this issue, such as those found in “Turn Toxic Employees Into Culture Champions” and “Consider Two Assets with Special Tax Benefits.” It’s never too late to improve your team dynamics and shelter your personal finances. Finally, Joy Woodke, COE, OCS, OCSR, shares some tricks of the trade that will ensure you are accurately coding your retina procedures.
All these articles are designed to do one thing: protect you and your practice. Once you have the necessary safeguards in place—IT, staffing, coding, finances—you can serve your patients well and provide the top-notch care they require.
