Why healthcare software feels like it’s stuck in the past

You spend your days building rapport, offering support, and helping people navigate incredibly personal challenges. The last thing you need is to wrestle with software that feels like it was actually designed to be challenging. And yet, you’ve probably noticed that many healthcare software solutions feel overly complex, clunky, or just plain outdated. If you’re constantly frustrated by cumbersome electronic health records (EHRs), billing systems that don’t make sense, or telehealth platforms that glitch at the worst possible moment, you’re not alone. But why is healthcare technology so often behind the curve? It’s a valid question, and the answer is surprisingly complex. 

It’s not a matter of lack of investment, either. Billions are spent annually on healthcare IT. The problem isn’t if money is going in, but how and where. Let’s break down the key reasons why your experience with healthcare software often feels…well, frustrating. 

1. Regulation & risk aversion: A double-edged sword

Healthcare is highly regulated. Think HIPAA, HITECH, and a constantly evolving landscape of compliance requirements. While these regulations are crucial for patient privacy and data security, they also create a significant barrier to innovation. Developers have to prioritize compliance above all else, which often means slower, more complex development cycles and a focus on “safe” (read: often outdated) technology. 

This risk aversion extends beyond developers. Healthcare organizations themselves are understandably cautious. A system failure in a coffee shop is inconvenient; a system failure in a hospital or therapy practice can have serious consequences. This leads to a preference for established, albeit less user-friendly, systems. As a result, adopting new, more intuitive technologies can be a slow process.

2. Interoperability issues: Silos of information

Unlike other industries, healthcare lacks standardization in many areas. Different providers use different terminologies, codes, and data formats (for example, a marriage counselor and a nurse don’t collect the same data). This lack of standardization makes it difficult for software developers to create solutions that work universally across various healthcare settings. 

That’s why healthcare systems are often made up of a patchwork of different software and tools, each designed to handle specific tasks. This fragmentation makes it difficult to create a seamless, integrated user experience. Many healthcare providers end up using multiple systems that don’t always play nicely together, leading to janky interfaces and cumbersome workflows. 

This forces you to manually transfer information, increasing administrative burden and the potential for errors. It also hinders a holistic view of patient care. While initiatives like the 21st Century Cures Act aim to improve interoperability, progress is slow and complex.

3. Legacy systems: The devil you know

Many healthcare organizations are still using outdated software because replacing it can be a massive undertaking. These legacy systems were often built to handle specific tasks and are deeply embedded in the daily operations of healthcare providers. Some systems are even customized to fit specific regulations or workflows, so they can’t get that same experience from another software easily. Upgrading to newer, more user-friendly systems requires significant investment in both time and money. 

We’ve all been there. You delay a phone update or stick with a clunky old printer because it works “good enough.” That’s a simple example of something called technical debt.  It’s frustrating when your phone won’t update overnight, and you have to stop what you’re doing to fix it. Now imagine that happening with your work software—having to reboot, requiring time-consuming updates and potentially disrupting patient care, all while falling behind on important tasks. It’s easy to see why healthcare organizations struggle to keep up. 

4. Focus on functionality over usability: A bad user experience 

Healthcare software often prioritizes functionality over usability. Developers aim to include as many features as possible to meet the diverse needs of healthcare providers. However, this often results in interfaces that are packed with options and controls, making them difficult to navigate. 

5. The consequences of your EHR’s lack of specialization 

Medical software is often designed around a general healthcare workflow, not necessarily your workflow as a therapist. The needs of a mental health professional–focusing on nuanced sessions, detailed progress notes, and building therapeutic relationships – are different than those of a specialist ordering lab tests and prescribing medication. 

Often, these systems are adapted for therapy practices, rather than designed for  them. This results in features you don’t need, a confusing interface, and a lot of extra clicks to accomplish simple tasks. 

That’s not to say that specialized software doesn’t exist; our own Ensora Mental Health EHR is one such solution. Still, many EHRs were created from a template built for physicians or hospitals, then adapted to therapy rather than built from the ground up. That saves time and money to develop the software, but it can lead to tools that don’t fit how therapists work. In addition, it can be difficult to find a clinician who also understands UI and UX principles to advise software developers.  

6. Vendor consolidation & limited competition 

The healthcare software market has seen significant consolidation in recent years. A few large companies now dominate the EHR space, reducing competition and potentially stifling innovation. When a few vendors control the market, they have less incentive to prioritize user experience or respond quickly to evolving needs. 

This isn’t to say smaller, more agile companies aren’t emerging, but breaking into the market and gaining traction is difficult. 

What this means for you 

Understanding these challenges can help you make more informed decisions about the software you use in your practice. While it might seem frustrating to deal with complex and outdated systems, knowing why they exist can make it easier to navigate these issues. 

Here are a few steps you can take: 

• Educate yourself: Learn about the regulatory requirements and standards that impact healthcare software. This knowledge can help you better understand the limitations you face. 

• Advocate for change: Use your voice to advocate for more user-friendly software solutions. Whether it’s providing feedback to software developers or supporting initiatives that aim to improve healthcare technology, your input can make a difference. 

• Seek training: Many software solutions offer training programs to help users navigate their features more effectively. Taking advantage of these resources can improve your experience and efficiency. 

• Explore alternatives: There are newer, more specialized platforms emerging that cater specifically to the needs of mental health professionals. 

While the current state of healthcare software may not be ideal, understanding the underlying reasons can help you cope with its limitations and work towards better solutions. By staying informed and proactive, you can help drive the changes needed to make healthcare technology more user-friendly and effective.