This problem is not limited to the medical industry it happens in every app that mimics life events. In my experience there are three groups at fault here. 1. The programmer who doesn't analyze the problem space and identify the exceptions (one offs) 2. The SEO marketing guy who wants to keep the application as simple as possible and 3. Management who hires the cheapest labor.

Life is not simple! Life is complicated! Applications that mimic life are complicated.

I recently asked somsome for an exception report and he didn't know what I was talking about. I am a software engineer whose code has to handle all the exceptions gracefully; but I appear to be a dying breed.