Podcast Summary
Improving Customer Service in Healthcare: The healthcare industry should prioritize improving patient experience by addressing long wait times and unfriendly interactions, making appointments more efficient, and focusing on customer service to create a positive and effective healthcare journey.
The customer service experience in healthcare is often subpar and needs improvement. Candace shared her personal experience of making an appointment, waiting in the office, and interacting with healthcare providers, which she described as unpleasant and inefficient. She emphasized that long wait times and unfriendly interactions are just as much a part of the problem as other aspects of customer service. Candace quoted Bill Gurley, who noted that the US healthcare market is the least customer-centric industry, and we have become numb to the poor service. The healthcare industry should prioritize improving the patient experience by addressing these issues and focusing on customer service to create a more positive and effective healthcare journey for patients.
Healthcare customer service needs improvement: The current healthcare system prioritizes volume over quality, leading to poor patient satisfaction and a negative impact on health outcomes.
The current state of healthcare customer service is subpar, leading to misaligned incentives between physicians and patients, and ultimately, negatively impacting patient health. The US healthcare system, rooted in an employer-sponsored model, leaves patients in a passive role, while insurance companies and employers serve as the real customers. This dynamic results in a focus on volume rather than quality and good health outcomes, leading to a significant gap in patient satisfaction. With an average Net Promoter Score (NPS) of 3 for primary care providers and 96% of patient complaints stemming from poor service, it's clear that the patient experience in healthcare needs improvement. This issue is not only a matter of inconvenience, but also of health, as good medicine relies on effective communication and collaboration between patients and physicians. By understanding the root causes of this problem and recognizing its consequences, we can work towards creating a healthcare system that prioritizes both patient satisfaction and well-being.
Lack of good customer service in healthcare leads to preventable deaths and high costs: Shifting to direct-to-consumer models and value-based care can improve customer service, increase patient buy-in, and lead to better health outcomes and cost savings.
The healthcare industry's focus on efficiency and volume has led to a lack of good customer service, resulting in a patient buy-in problem and the neglect of preventive care. This issue is significant, as 40% of annual deaths in the US are preventable with good preventive care, and chronic diseases account for 75% of healthcare spending. To address this, there are two potential solutions: direct-to-consumer models that make patients the customers once again, and value-based care models that incentivize physicians to prioritize quality over volume. By shifting the industry's norms and expectations, we can improve customer service, increase patient buy-in, and ultimately lead to better health outcomes and cost savings.
Applying hospitality principles to healthcare: Hospitals can improve patient experience by following golden rule, setting clear expectations, active listening, being an agent, and surprising patients
The healthcare industry can learn valuable lessons from the hospitality industry to improve the patient experience. Hospitality is defined as something happening for you, while healthcare often feels like something happening to you. To bridge this gap, the speaker, the co-founder of a primary care membership service called Lanby, suggests applying the following hospitality principles to healthcare: 1. Follow the golden rule: Treat patients as you would want to be treated. 2. Set clear expectations: Communicate effectively and manage patient's needs. 3. Be an active, empathetic listener: Show genuine interest and ask good questions. 4. Be an agent, not a gatekeeper: Make patients feel welcome and valued. 5. Surprise and delight: Create memorable experiences, even during challenging times. These principles, though simple, can significantly impact the culture of healthcare and ultimately improve the patient experience. The speaker emphasizes that these principles can be implemented at low cost and can make a real difference. By treating patients with the same level of care and attention as the hospitality industry, healthcare can shift from a dysfunctional system to one that truly puts patients first.
The need for transparency in American healthcare: Patients are seeking more transparent pricing in healthcare due to high deductibles and the use of savings accounts, leading to a shift towards direct-to-consumer models and alternatives like urgent care.
The high cost and lack of transparency in the American healthcare system is a significant issue that needs to be addressed. The perception of healthcare as an industry where prices are not disclosed until after services have been rendered is a major part of the problem. Direct-to-consumer models, such as those used by direct-to-consumer drug companies, are starting to change this by allowing consumers to think of healthcare as they would other services and budget accordingly. This shift is driven in part by the increasing prevalence of high deductible health plans and the use of Health Savings Accounts and Flexible Spending Accounts. Patients are becoming frustrated with the complexity and opacity of the healthcare system and are seeking out alternatives, such as urgent care, which offer more transparent pricing. As patient expectations change, healthcare providers will be forced to adapt and become more transparent in their pricing. The ultimate goal is to make healthcare more accessible and affordable for all Americans.
US Healthcare: Decreasing Life Expectancy and Increasing Costs: The US faces a paradoxical trend of decreasing life expectancy and increasing healthcare costs due to unhealthy lifestyles and overspending, requiring a focus on preventive healthcare and promoting value-based care models.
Despite increasing healthcare expenses as a percentage of GDP, life expectancy in the US has been decreasing for the past few years. This paradoxical trend is not due to specific demographic groups but rather to the fact that people are living unhealthy lifestyles and overspending on healthcare as a result. Corporations make it difficult to maintain a healthy lifestyle in the US, and there is no clear answer as to which healthcare system is superior when comparing countries. Both Medicare, Medicaid, and CMS, as well as politicians, have a role to play in addressing this issue by promoting value-based care models and addressing mental health concerns, particularly in the wake of the pandemic's impact on young people. Ultimately, it is essential to focus on preventive healthcare and lifestyle changes to reduce healthcare costs and improve overall health outcomes.
Focusing on mental health as a starting point for universal healthcare: Addressing mental health needs could be a cost-effective and universally relevant solution to universal healthcare, but integrating mental health services into the existing system poses challenges.
While achieving universal healthcare in America is a complex issue, focusing on mental health as a starting point could be a viable solution. Mental health is a concern that touches everyone, and its cost-effectiveness makes it an appealing area to begin. However, integrating mental health services into the existing healthcare system poses challenges due to the high-touch nature of therapy and the large patient panels managed by primary care physicians. Additionally, there are other population health issues that deserve attention, such as the prevalence of heart disease among women, which is often overlooked due to societal assumptions. Furthermore, the importance of nutrition label literacy cannot be overstated, as misleading marketing can make it difficult for consumers to make informed choices about their food.
Learning about good food and healthcare with Landry: Landry, a healthcare company, offers membership, a three-person care team, and has raised funds from members. They're open-sourcing work and aim to make preventive care accessible through education and innovation.
Improving one's knowledge about good food plays a significant role in preventive health. Teddis, the founder of Landry (often mispronounced as "Lamby"), a healthcare company, shared that they are currently raising seed funding and offer membership through their website, lambie.com. Landry's unique business model includes assigning each member a three-person care team consisting of a doctor, nutritionist, and concierge manager. Through this approach, they can handle more patients per panel, making it scalable for venture investment. Teddis mentioned they've predominantly raised funds from their members, which is an innovative way to have consumers as investors. The Landry team is also open-sourcing some of their work to the public, which has sparked excitement among fans. Overall, gaining more education about good food and healthcare, as well as investing in innovative companies like Landry, can contribute to a healthier lifestyle and preventive care.
