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Suspicions confirmed! A new study (about CRM), commissioned by Amdocs, shows that 63 percent of customers believe that customer service has not gotten better over the past five to 10 years–and most of those customers think it has gotten worse. Even more sobering, 85 percent of respondents said that even a single bad experience with a customer service representative would ...

Dragging Doctors to the Info Age Wired has a great story on “dragging doctors into the info age”. This article takes a look at how medical errors can be reduced using electronic forms. U.S. hospitals are hardly as computerized as, say, the Department of Motor Vehicles or the Internal Revenue Service. Physicians can spend entire days without touching a keyboard, ...

(This article was provided to me by Lou Hoyos, VP- IT and Facilities, Eastern Division) In one of his first public speeches since being appointed last month by President Bush to increase the use of IT in health care, Dr. David Brailer said: he will have a strategic plan by July 21 for guiding the health-care industry toward an interoperable ...

I’m just getting back to BIO 2004. There were two things that struck me about this particular meeting: