I’ve gotten some sporadic e-mails and messages wondering where I’ve been the last couple of weeks.  I’m simply not telling.  The fact is, I needed a change from ridiculous work hours, and really needed to shrug off a lot of the responsibility that’s been bearing down on me.
     Now, there’s no more dealing with bad checks, fraudulent credit cards, delinquent accounts, support phone calls from customers who can’t figure out time zones or other day-to-day craziness of trying to run a business.  The day-to-day harrassment and stress is gone.  Things that weren’t working out are beginning to turn around.  I’ve completed my first week of work, and found that I actually have time for things again.

     Being able to enjoy time away from work and BS and drama is a good thing.  Being able to spend more time with the Wildcat is an even better thing.

     I took a Systems Analyst job at a small-town hospital with several, small satellite clinics.  What I get to do is learn the software that they’re using for digital record keeping in order to help them maximize the use of it so that they know pretty much everything they need to know from start to finish — from health records, to insurance, privacy, billing and revenue.  The objective is to be able to see the business processes through from start to finish, document everything, train everyone up to the same level and have a nice, neat collaborative platform that can be used in conjunction with patient records.

     It’s good for the patients:  they’re able to receive better care, having their full histories in a central location instead of having such disparate dissemination of information, and having a simple way to schedule, refer and assist in their diagnoses.  It also gives them a lot more choice about where they receive their care, as they don’t have to start out blind with a new Doctor.
     It’s good for healthcare providers: they’re able to get a better, overall view of a patient’s health, what’s been tried, what’s working, what isn’t and what kind of maintenance and service their patients are getting.  They can see trends with patients and better prepare for epidemics thanks to having data over time.
     It’s good for the staff: they’re able to better assist patients with scheduling and insurance issues, move them from the waiting rooms to the healthcare providers more quickly and get general overviews to assist them in making decisions about how to best care for the patients.
     And, lastly, it’s good for the administration.  They’re able to get a better overview of what’s going on inside their organization, how to budget based on usage and volume, and the best ways to handle new, Government-imposed rules.  They’re also able to get real and useful data about profits and losses at their locations and assist them in improving the quality of service.

     At least, that’s how it will be, once I get a lot of work finished. 

     Despite being a small healthcare system in several small towns, there are as many providers and staff as some of the “large” hospitals, and certainly no shortage of ailing patients.  There’s a reasonably high learning curve to what has proven to be some pretty quirky software, and there seems to be a lot of connectivity issues between locations.
     Oh, and did I mention that I’ve never used this software before?

     Some people might consider it a daunting task.

     For me, it’s exactly what I enjoy doing.  I get to go into a business, learn its processes from top to bottom, liberally apply technology, train everyone how to utilize that technology to the best of its ability and end up with a lot more speed, efficiency and, ultimately, accountability.  You’re able to see where things are falling down, improve processes, and eventually end up being able to provide customers with better service.

     The thing is, as much as I’ve complained about healthcare providers over the last few years, now I’m inside a system where I can do something for the greater good.  I can’t knock the place where I am, because despite being a small system, they do their communities a great service.  They’re an incredible public benefactor, which is one of the reasons I’ve been so impressed with them.

     I also see this as a very real chance to improve the quality of care that patients receive.  If I do a good enough job, perhaps it can be used as a template for larger healthcare systems where patients are treated as numbers instead of names, where profit takes precedence over patient care.
     I’m sure everyone in Knoxville knows exactly where I’m talking about…

     As for the organization, there are many more things that have impressed me.  People are friendly and talkative, they legitimately enjoy their jobs, they offer suggestions instead of incessantly complaining, and they care about what they’re doing. 
     The IT staff are equally impressive.  It’s the first time I’ve gone into a company and not seen an arrogance level that dwarfs their ability.  In fact, these guys actually want to learn, ask questions and try to solve problems.

     The last thing that really stood out happened yesterday morning.  At 8:30AM, when time allowed, there was a completely voluntary meeting.  Out came the Prayer Book.  It was filled with names of friends, family and patients to pray for.  The deceased weren’t marked out — no, they were highlighted in green.
     My two-year-old neice is in the hospital on a respirator.  I don’t know what’s wrong with her, what hospital she’s at, or even how to get hold of anyone to ask because the phone messages I get are more damning than informative, and completely devoid of any contact information where I might be able to figure anything else out.  I know that it’s out of my hands, so, I added her to the Prayer Book.
     We held hands in a circle, were led in prayer with a song and our requests, and made a few silent ones of my own.
     Burdens off, we went back to work.

     That felt good.

     All in all, I needed the change.  I’ve felt trapped and claustrophobic for the last couple of years, and suddenly been offered a great opportunity which I’ve grabbed by the horns.  I enjoy my work again.  I’m enjoying meeting more people, talking to people, and doing what I do.

     To top it all, my Wildcat’s lying three feet away from me, fast asleep, a gentle smile upon her face.  I thank God for this woman every day.

     For the first time in a while, I’m unequivocally happy.