This is what's interesting about it. What we've done in Canada is we've had a very technology-driven solution, which has put together the vaults of repositories. We're state of the art when it comes to that, but what we haven't dealt with is asking what the user wants. So the countries that basically said okay, what are we going to do here, went from the grassroots up.
Now, it's interesting that in England and Scotland they said the thing that's really inefficient for them is doing all those refills, especially with those older people who are on eight or ten medications. They've got diabetes, they've got hypertension, then they've got COPD, and then they're good to go on twelve medications. That was what was taking them time, and they were doing it wrong. The pharmacist couldn't read it and therefore they called them back. So what they did is they actually made refill medications easier to do, and that's what actually allowed them to integrate electronic prescribing into their system in both Scotland and the United Kingdom.
When it comes to Denmark, they did a different value-added, again growing out of sort of the grassroots experience. The value added in Denmark was to be able to communicate effectively with the specialists, primary care physicians and their patients, and actually to consolidate that. So that's what got people up to delivering care, a part of their care, using computerized platforms, and that's where you integrate these messages. You integrate it right in there at the time you're prescribing.
So this is the message: that you have a value added that is essentially defined by the professionals themselves. They can tell you, and then you deliver that at the front end, through your computerized interface. That's number one. Number two, you have to help them get trained up and ready to go.
When we first tried to do this--and I'll be very short--it was in 1990, and we hooked up 150 primary care physicians to the government's database and said, “Look, you can have access to the information on each and every patient, what the drugs are that they're being prescribed.” Well, they were horrified. They were horrified because they didn't realize all the medications their patients were taking and all the other physicians that were involved in their care. They didn't realize that.
But the other thing that we realized--to our horror--is that they had rudimentary understanding of computers. They would say “Come fix my computer. It's not working.” And you'd arrive, and the computer was all in bits and pieces all over the desk and they'd say, “Well, I was trying to figure out how it worked, so I just took it apart.”
They would have their grandsons come in and help them prescribe for their patients, and actually use the computer, because those are the kids who knew how to do it, right? They would just fiddle with the dials and say, “Grandpa, use this. This is how you have to do it.”
So we learned a lot of lessons from that, and the lesson we continue to learn is that our health professionals are way back in the 1930s and 1940s in terms of the way they do work. In fact, we do not have an industry that's robust here--neither do they really have it in the States--to essentially understand the complexities of care and build solutions that will solve some problems.
We've got huge problems. When it comes to the drug management process, we have huge problems that can kind of be lightly fixed without going deeper in terms of the investment technology, deeper than the heavy investment we've already made to build these repositories, so we can leverage those with now more policies--strategic investments--and not technology investments.