Paul Breaks His Foot and Observes Enterprise Healthcare Software

When Paul injures himself and is advised by his wife, Rich, and ChatGPT (seriously) to seek emergency medical attention, he goes to the urgent care and marvels at their utterly Byzantine technological set-up, from parallel, disconnected patient portals to being handed a literal CD-ROM with his X-rays. What can we learn from systems built for the captive user—and how does that apply to enterprise software more broadly?