If you are a reader of my blog, you know I have health issues and have been treated effectively within the Penn Health System. I just tried, without any kind of fruition, to get my referrals for specialists released from the order state into "the system." My doctor's appointment with my general physician (GP), who by the way is outstanding, was after normal business hours a couple of nights ago. She gave me two orders for referrals to see two doctors within the Penn Health System. One of the doctors I have been seeing for a couple of years (and he rocks!). The other doctor is new to me and this will be my first appointment.

My GP told me at the end of the visit to call back and have the referrals "released" into "the system." I was thinking this would not be a tough one, sounds easy. Win for me. :-) I just got off of the phone with my GP's administrative folks and I need to get both specialists provider numbers, schedule appointments, and call another number to get the referrals in order. While this is fine and will happen exactly as they directed. I must conform to their system in order to get proper service. I was thinking about how this would work for a customer of Amazon.com...

Let's say that I was buying a new watch through Amazon from a company called Watchzone. The way it works now...

• I found a watch I like on the Amazon site, that happens to be sold by a third party (Watchzone).
• I add the watch to a virtual cart and pay for it using my American Express card.
• The item shows up at my door, delivered by whatever shipment options I chose during checkout.

Let's now apply the business/service model of the Penn Health System to my Amazon purchase...

• I found a watch I like on the Amazon site, that happens to be sold by a third party (Watchzone).
• I add the watch to a virtual cart and try to pay for the watch with my American Express card (without success).
• I call Watchzone and let them know I want the watch.
• I then have to call American Express and tell them to release funds (referral) to Watchzone.
• Amazon and Watchzone communicate somehow and funds (referral) are transferred.
• I get my watch via mail.

The kicker of this whole thing is that in my example of the Penn Health model being applied to Amazon.com... Amazon, Watchzone, and American Express are owned by the same company! Grrr. How should it work? Here is my ideal model...

• I go to my GP and she issues sets of referrals for two specialists.
• I call each specialist within the Penn Health System for appointments and give them the order numbers for the referrals.
• I go to the appointments without hassle.

This ideal model should only function this smoothly *if* all doctors are within the same system. The problem with the Penn Health Systems' business/service model is that there is a separation of systems that cause a series of faults or divisions that disrupts customer services. Their business model and separation of systems create hurdles that the customer has to navigate. Looking at my artificial Amazon/Penn Health mash-up, it illustrates the absurdity of the process and how it would never be accepted in any kind of online business transaction. So why is it standard practice concerning people's lives and welfare?! (Yes, that's a rhetorical question.)