>IT systems that they have to use were designed by people who have not talked with the workers who use them.

Interesting thread because this is my current $dayjob! I work for an organization that is both a tech company, and a medical services provider, so we can optimize away the boundary between vendor and customer as far as the software is concerned. My particular area of interest is in providing system programmability that can be exploited by tech-capable clinicians to provide both better patient outcomes and more pleasant provider experience. Basically don't try to have software developers understand every last detail of the practice of medicine. Instead provide a programable platform that's usable by a subset of clinicians.