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August 15, 2019 | By Craig Joseph, MD

Bad Customer Service and Sick Hospital Patients

I was recently reading an article in the Wall Street Journal titled “Everyone hates customer service; this Is why.” It’s an amazing piece detailing how customer service is getting worse…

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August 02, 2019 | By Craig Joseph, MD

Secret Shoppers: EHR Style

I recently read an article in the New York Times titled “Undercover in a Hospital Bed.” It describes how hospitals and medical centers are contracting with “secret shopper” consultants. Being…

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July 18, 2019 | By Craig Joseph, MD

Garbage In, Garbage Out (GIGO)

There is a well-known concept in computer science called Garbage In, Garbage Out (or GIGO for short). You need not be a brain surgeon to figure out what it means.…

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July 03, 2019 | By Craig Joseph, MD

The Bestest Helpdesk Ticketing System Ever!

As many of my readers know, I used to work for a software company which is based near Madison, WI that makes a popular electronic health record (EHR). I won’t…

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June 20, 2019 | By Craig Joseph, MD

Sound Design and the Future of Healthcare IT

I recently read an article in Wired magazine about what sound design is with respect to information technology (IT) and why sound design is so important. I admit that I’ve…

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June 06, 2019 | By Craig Joseph, MD

Let’s Fix the Problem List Today . . . Hello, Nurses!

The electronic health record (EHR) problem list is . . . well, it’s a problem. I’ve worked with many of the leading EHR vendors and their tools, and no one…

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May 23, 2019 | By Craig Joseph, MD

You Wanna Help? Stop Helping!

I recently attended the second annual KLAS Arch Collaborative meeting in Salt Lake City. If you’re not aware of the Arch Collaborative, it’s a group of hospitals, healthcare systems, and…

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May 13, 2019 | By Craig Joseph, MD

Solving the Last Mile Problem in Healthcare IT (Part 2)

In my last post, I described the Last Mile Problem in healthcare information technology (IT). To summarize: The Last Mile Problem originated with supply chain and delivery. It is relatively…

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April 25, 2019 | By Craig Joseph, MD

Solving the Last Mile Problem in Healthcare IT (Part 1)

I was recently speaking with a friend about a new endeavor that he is exploring, and he commented that no one has solved the Last Mile Problem – that’s what…

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April 11, 2019 | By Craig Joseph, MD

Sarcasm Will Only Get You So Far

Recently, WBUR posted an article about a parody Twitter account that satirizes one of the biggest electronic health record (EHR) software vendors: Epic. When the reporter reached out to Epic…

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