The Customer Revolution in Healthcare: Delivering Kinder, Smarter, Affordable Care for All

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In The Customer Revolution in Healthcare, top healthcare consultant and strategist David W. Johnson explains how aligning economic incentives with patient needs will deliver better outcomes at lower costs with superior customer service. The market will be won by disruptive, bottom-up, and customer-centric competitors who will deliver kinder, smarter, and cheaper care—to all.

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Healthcare accounts for one-fifth of the U.S. economy. Everyone agrees that our current system needs to be fixed. It must cost less, tackle chronic disease, and shift resources away from acute and specialty treatments into care management, behavioral health, and health promotion. The issue isn’t what to do. It’s how to do it. The answers lie in customer-driven reform, enlightened governmental regulation, and full-risk payment models that reward quality outcomes, service excellence, and efficient operations.

Customers are demanding more. In response, enlightened health systems are reconfiguring business models to deliver appropriate, accessible, holistic, reliable, and affordable care. According to this new model, caregivers inform and engage patients; payers reward health companies that deliver great outcomes and service at competitive prices; health plans strive to keep their members as healthy as possible; investors fund innovative companies whose products and services delight customers; health companies employ liberating technologies that enhance system-wide access, fairness, safety, compassion, and affordability.

  • Draws on case studies of companies in the healthcare ecosystem in the midst of reform, including Steward Health, Oak Street Health, Absolute Care, and Village MD, as well as CVS-Aetna, Optum-Davita, Humana-Kindred, and others.
  • Addresses recent news-making moves by Amazon, Berkshire Hathaway, and JPMorgan Chase into the healthcare space.

The Customer Revolution in Healthcare is a rallying cry that inspires leaders to revolt against the system, build thriving organizations and serve America better.

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