Among GAO's most important recommendations in its recent report on Genesis is to set goals to improve satisfaction and develop a plan to achieve those goals.
“We think this is a very important recommendation and they should take it very seriously,” Harris said.
Similar to the “MyChart” system used by Premier and Kettering Health Systems in the Dayton area, MHS Genesis can send secure electronic messages to doctors, request prescription refills, schedule appointments, and check test results. We provide methods such as:
In 2022, the Department of Defense began investigating MHS Genesis users. “Although user satisfaction has improved over the past two years, that satisfaction is still lower than satisfaction with the Department of Defense's older medical records system,” he said GAO.
“The Department of Defense doesn't seem to care much about how well users are accepting this system,” Harris said. “Because I think for the Department of Defense, it's really about command and control culture. They're very hierarchical. They're going to push down on command.”
Last June, MHS Genesis went live for patients at Wright-Patterson Air Force Base Medical Center, the Air Force's second-largest hospital, replacing the TRICARE online system.
Based on consumer feedback received through surveys and social media, the user experience with the Wright-Patterson was good, said Col. Dale Harrell, 88th Medical Group commander, from the Dayton Daily News. said in an email in response to questions.
Harrell added that Genesis is increasing communication with patients and sharing health information with other military hospitals, the Department of Veterans Affairs and local hospitals.
One early drawback was the inability to request prescription refills through Genesis, he said. But that was revised in March of this year, Harrell said.
“Every new system presents challenges, but providing the level of technology that patients expect from their healthcare providers helps solidify the foundation for continuous improvement,” the commander said.
DOD has not yet set user satisfaction goals. “Without a satisfaction goal, departments are going to be stuck in terms of what they can actually do to… measure progress and actually plan for improvement,” GAO's Harris said. Ta.
It's not uncommon for new users to be dissatisfied with their new system. Change is difficult. “We expect that number to be low,” Harris said.
But users have been surveyed for two consecutive years, giving them plenty of time to understand the system, in theory. And, she said, there was only minimal improvement in the user experience.
Only 29% of respondents believe the new system is helping them deliver appropriate care. “That's a big problem,” Harris said.
Some critics, including two U.S. senators, say MHS Genesis is slowing down military recruiting operations and preventing some recruits with medical problems from joining the military as quickly as they would like. states that it remains impossible to do so.
In some cases, new employees “walk away” from the hiring process, Harris said.
Questions regarding this report were directed to representatives of the Department of Defense. A representative said they were considering a response.
