What comes first Process or Software?

An important element of a medical practice workflow is Order Tracking. 

When Providers order labs, radiology etc, a practice must followup at least twice to ensure that results are received or there is some followup action taken. 

In a technology solution that drives a practice, I frequently see questions related to the ability to 'task' someone of a responsibility to take some action. 

This is where process versus technology debate comes in.

When you 'task' or message someone to do something, that is like walking over to your staff and saying, 'can you take care of this'?

Let me illustrate this. There may be a eFax queue where lab results come in; or they come in electronically via lab connection. Someone needs to look at these results. Someone needs to determine if doctor should be looking at these or they are normal. Next comes the determination of calling or informing the patient and whether or not patient must be called in for a visit. And finally, any comments must be entered to close out the test.