It's easy to say it's a technological issue, but it's really about managing the program differently; rather than managing clinic by clinic, managing the program as a whole, trying to see where the anomalies are. We even talked about caseloads between the various practitioners to identify those kinds of things, to assess whether or not the costs were appropriate, and even to do more regular surveying of members or those sorts of things. I think the program needs much more attention in that area—and, yes, of course, technology will help enable it, but you need to want to manage it that way and to understand that you have to go to a much broader spectrum than just going individually.
On March 6th, 2008. See this statement in context.