A thread from my Bluesky. The first post in the thread is linked below.
It’s frustrating when I call my ISP’s tech support and 𝗜 have to walk 𝘁𝗵𝗲𝗺 through the process of getting me to the right person (usually by proving them wrong). I can live with 𝐟𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐢𝐧𝐠. 𝐅𝐫𝐮𝐬𝐭𝐫𝐚𝐭𝐢𝐧𝐠 is probably not going to kill me. But this thread isn’t about my ISP, it’s about my doctors⬇️
https://bsky.app/profile/anthonyscardina.com/post/3lhvwvdrn7c2d
⬆️When I call in to my doctor’s office because part of MyChart isn’t working, it’s not my health care provider (et al)’s job to fix it. No one in that office is their because of their IT training – they’re there to provide healthcare, not technical support. HOWEVER, since they are compelling their ⬇️
⬆️ patients to use MyChart, it 𝒊𝒔 their job to g͟e͟t͟ ͟i͟t͟ ͟f͟i͟x͟e͟d͟. Not to fix it, but to get it fixed. Why? Because they are the healthcare provider, and this is how they are providing healthcare. So when I call in to a doc’s office, and 𝑰 have to walk 𝒕𝒉𝒆𝒎 through the process of how 𝒕𝒉𝒆𝒚 open a ⬇️
⬆️ support ticket with MyChart, it’s more than just frustrating. See, I don’t know the “qualifications” of the person that answered the phone, and it doesn’t matter. They did not know their office’s procedure for when a 𝒑𝒂𝒕𝒊𝒆𝒏𝒕 cannot access this 𝗺𝗮𝗻𝗱𝗮𝘁𝗼𝗿𝘆 part of 𝒉𝒆𝒂𝒍𝒕𝒉𝒄𝒂𝒓𝒆 that they are 𝒑𝒓𝒐𝒗𝒊𝒅𝒊𝒏𝒈.⬇️
⬆️ Who’s fault is that? Leadership. It’s the managers’ jobs to make sure that the people are trained, and middle management’s job to make sure the managers have the training material and time to train, and upper management’s job to make sure that the resources (money) are available for training. But⬇️
⬆️What am I getting at? If the entire office staff (this is the case) does not know that they are supposed to open a support ticket, what else don’t they know? What if a patient has symptoms so bad that the doctor said “we need to watch this like a hawk. wear this monitor for x amount of time ⬇️
⬆️ starting today because we need results as soon as possible.” and the nurse gives the patient the wrong monitor AND wrong instructions, delaying subsequent tests and procedures when TIME IS A FACTOR? This is what happened to me in January. What if it wasn’t a heart monitor but the wrong med or ⬇️
⬆️ medication instructions? What if certain meds were supposed to be stopped before a test, but the instructions were incomplete and ambiguous so the meds weren’t stopped and the test results were skewed? That also happened to me. It’s the provider’s OBLIGATION to make these instructions clear ⬇️
⬆️and educate patients on their medication usage. So now back to the office that doesn’t know their proper procedures. One can make assumptions, but, how do I 𝑲𝑵𝑶𝑾 that my cardiologist isn’t also unaware of procedures? He could be performing heart surgery on me one day! So it’s beyond 𝒇𝒓𝒖𝒔𝒕𝒓𝒂𝒕𝒊𝒏𝒈 ⬇️
⬆️ it’s dangerous. Dangerous to the patients health/well-being/life. It’s literally a matter of life or death for patients with life-threatening illnesses. American Government: This is not how you build a country that wins. If your citizens are all sick and dying, sure it helps them stay indebted ⬇️
⬆️ to your “interests”, but what about when TheBoogieman™ finally comes and invades with millions of people? Who’s gonna protect your little bunkers once the military is overrun? Not the general population! they will all be too sick, or already dead, or just exhausted. 🔚