I just finished How Doctors Think yesterday.
First impression was doctors don’t spend very much time thinking and gathering information to make a diagnosis. That impress struck a very negative chord with me as it sounds like in my profession of database and computer administration we spend hours picking apart the data we have to diagnose even minor sounding issues.
The better impression ought to be doctors spend very little time with a seemingly routine diagnosis. When confounded they spend more time doing analysis. They also have to deal with the patient’s lack of patience.
In tier 3 support, we spend even less time with routine issues. “Try another web browser and call me in the morning.” anyone? When we don’t know this gives the “patient” something to do while we go investigate the real cause (looking at logs or stats). Unfortunately, our computer “patients” want resolutions in minutes or maybe hours. Few find taking a few years to heal a computer problem acceptable.