BPM.com is a great place to hang out.
Peter Schooff asked the question above and I recommend you take a look at the range of comments received.
My comment was . . .
So many diverse comments here on this one discussion topic.
In healthcare it’s “no verbal orders”
For a child, at any step along a best practice pathway, you are likely to get a call from the parent re “Why are you doing this? or “I see on the internet that beet root is a better treatment modality, why are you not using this?”
For an adult, same thing plus a desire to go to a portal and gain access to their EMR file (the law says they have the right to access information in their file).
The healthcare log needs to have a record of each of these “ad hoc” interventions – not just date/time and caller but any data that was recorded, at the time it was recorded, on the form versions in service OR an audio recording OR a video telehealth encounter recording.
No way we would allow data flows to patients/caregivers using Facebook, Twitter, e-mail because of the risk of disclosure of patient information and possibility of heavy fines.
In respect of portal accesses, you want the user to be able to log in, see a menu of services (trimmed to what this user is allowed to see/request), a message goes from the portal to a webserver engine and it is the engine alone that links to the backend db server, indexes to the right record, retrieves the data, passes it back to the engine and pushes out the info to the user at the portal. Any suspicious incoming data stream diverts to a healthcare professional/admin person who will probably call and say “if you really need this amount of information, how about you come into the clinic to pick it up?
Bottom line, no “social ” in healthcare and if you are building generic platforms for healthcare (hospitals/clinics interacting with patients), for manufacturing (organizations like Lockheed interacting with suppliers), for b2b (a job shop operation interacting with a customer), why not use the same approach?
I am with Emiel Kelly “. . . .some type of processes rely more on social interactions than other ones”
I think we could avoid the controversies by saying ” . . . some type of processes rely more on ad hoc interactions than other ones”