Configuring Secretarial Workflows in the Epic EHR Suite

Abstract

The primary goal of large-scale electronic health record (EHR) suites is to meet the needs of a broad range of users in healthcare institutions. EHR suites are extensively configurable, which makes it possible to tailor them to diverse professional practices and users. However, while users such as physicians and nurses may have clearly defined responsibilities, clerical personnel (i.e. secretaries) conduct “in-between” or invisible work that is not as easily defined. Therefore, it may be more difficult to tailor EHR suites to their needs. Moreover, because secretaries are quite low in the hospital hierarchy, it is difficult for them to obtain satisfactory solutions. In this paper, we explore the challenges of configuring the EHR suite for secretary workflows in the Health Platform program in central Norway.

Medical secretaries’ fears and opportunities in an increasingly digitalised workplace environment

“…Medical secretaries play a crucial role as a resource in diagnostic work, placing their responsibilities at the forefront (Holten Møller and Vikkelsø, 2012). Ensuring the quality (Johansen et al. , 2015) and completeness (Bossen et al.…”

“…, 2015) and completeness (Bossen et al. , 2012) of documentation is also part of their tasks (Johansen et al. , 2015), and applying the clinic-specific knowledge when in the contact with patients (Agrawal et al.…”

“…Medical secretaries play a crucial role as a resource in diagnostic work, placing their responsibilities at the forefront (Holten Møller and Vikkelsø, 2012). Ensuring the quality (Johansen et al, 2015) and completeness (Bossen et al, 2012) of documentation is also part of their tasks (Johansen et al, 2015), and applying the clinic-specific knowledge when in the contact with patients (Agrawal et al, 2020), as well as when transcribing clinician's dictations (Bertelsen and Nøhr, 2006).…”