By Evan Falchuk
When software is bad, it’s often because the designer built it in a way that made sense to him, but not to the user. It’s a little like that in health care.
Our system is the result of years of design by governments, health plans, employers and others. Its features make sense to those designers. But to the primary users — patients and doctors — the system is confusing, frustrating, and doesn’t seem to work.
Two studies show how these design flaws are seen, and how important it is that we listen to to doctors and patients before we get too far on today’s efforts at reform.


By Fritz Hofheinz, M.D.

