Chapter
The Problems with Customer Service in Healthcare
02:27 - 09:43 (07:15)
Health care has a patient buy-in problem because the customer service at the point of care is appallingly bad. The U.S. healthcare market is the least customer-centric of any customer service industry.
Clips
The U.S. healthcare market has a customer service problem when it comes to patients being the consumers.
02:27 - 04:07 (01:40)
Summary
The U.S. healthcare market has a customer service problem when it comes to patients being the consumers. The issue lies in the lack of focus on consumer service in the traditionally market-driven industry.
ChapterThe Problems with Customer Service in Healthcare
Episode#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
PodcastAll-In with Chamath, Jason, Sacks & Friedberg
In the fee for service model, physicians are incentivized by volume and not quality, leading to a lack of partnership between patients and doctors.
04:08 - 06:14 (02:05)
Summary
In the fee for service model, physicians are incentivized by volume and not quality, leading to a lack of partnership between patients and doctors. Good customer service is a key aspect of good healthcare for patients and bad service can be detrimental to their health.
ChapterThe Problems with Customer Service in Healthcare
Episode#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
PodcastAll-In with Chamath, Jason, Sacks & Friedberg
Poor communication between doctors and patients can lead to missed diagnoses and treatment plans.
06:14 - 07:25 (01:11)
Summary
Poor communication between doctors and patients can lead to missed diagnoses and treatment plans. A buy-in problem within healthcare and patient deferment of treatment may ultimately result in the loss of preventive care.
ChapterThe Problems with Customer Service in Healthcare
Episode#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
PodcastAll-In with Chamath, Jason, Sacks & Friedberg
Patients are beginning to expect more from healthcare and treat it as they would any other service.
07:25 - 09:43 (02:18)
Summary
Patients are beginning to expect more from healthcare and treat it as they would any other service. Practices are incentivizing physicians to provide better customer service so that patients can benefit from prevention and lower healthcare costs.