Murray Urges VA to Consider Feedback from Providers and Veterans in Spokane and Walla Walla When Evaluating Future of EHR, Get it Right in WA State First

Letter

“I have been clear from the start: VA cannot continue deploying the new EHR system until it works for providers and keeps patients safe in VA Medical Facilities where the system is already live.

As you evaluate the future of the EHR program, I would like you to consider some feedback we received from both providers and veterans in Spokane and Walla Walla. While some users reported improvements, we continue to receive troubling reports about the usability of the underlying system, including unexpected down time. The EHR program at Mann Grandstaff VA went live almost four years ago, and it is unacceptable that providers are still experiencing such significant challenges using the system. Furthermore, we continue to see unplanned outages or glitches in the system causing interrupted medical exams, referrals or notes not being recorded, inability to access patient files, and canceled procedures… While these challenges are the responsibility of Oracle-Cerner, VA should consider these ongoing issues as decisions are made about the future of the system at Department medical centers.

It is imperative for VA to incorporate provider and veteran feedback as it continues to assess the system. We will not get a properly functioning system unless we listen to those who use it every day… We have seen at Spokane and Walla Walla that without proper training and support, this system will only be a burden to providers and veterans, decreasing productivity and increasing patient wait times.

My number one priority is patient safety. VA and Oracle Cerner need to ensure there are no more complications with medication management or patient record flags—no exceptions. The safety and health of Washington state veterans includes ensuring our veterans have an electronic health system that works for them. After already sacrificing so much for our nation, they deserve to have the best healthcare experience possible. The bottom line is we must get this system right before it deploys to another facility.”

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