The Healing Edge

The Rocky Springs Healthcare system is an pretty typical American healthcare organization which owns two hospitals and a multispecialty physician group of 400 providers. Three years ago, they invested over $100 million dollars in an electronic health record (EHR) system and associated healthcare information technology (HIT) infrastructure upgrades – and their management team expected to see their baby soar! However, 2 years after implementation they were faced with abysmal results. They were taking care of fewer patients, making less money, and were not improving the quality of care they delivered. They were also mortified to find that physicians, staff and patient satisfaction levels were actually going down. This was not what all the marketing hype had promised!