Customer Relations How Could the Term Paper

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There are processes engrained in many healthcare providers that also protect the political balance of power and any change of these processes is seen as a demotion of political clout by senior managers. In many healthcare providers the accounting and finance departments are more concerned with managing their invoices and getting the bills out on time and accurate than ensuring a high level of customer service is delivered (Fishman, 2006). A second major factor in healthcare companies not addressing this issue of automating their systems is that there is the perception of new systems being a threat to the data itself; there is fear that once the date is put into the system it will somehow be lost or compromised. This fear of a lack of control over the data is often driven by information systems departments, who also fear their jobs will be taken over by the new system.

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Third, many patients feel these systems will make their medical histories available to the world if a hacker hits the system and breaks it open. The fact that there have been many security breaches of financial services databases doesn't actually provide the greatest level of assurance and trust in centralized databases as well. In summary, there is the fear of how change will impact an individuals' job and how it will impact the entire organization. All of these factors contribute to healthcare companies staying stuck in their systems from decades ago, denying patients greater service that would be possible if they would just embrace, not run from, change......

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