#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem

TL;DR

Bad customer service in healthcare is a significant issue caused by misaligned incentives between physicians and patients, leading to long wait times, poor patient experience, and loss of preventive care.

Transcript

and they've just gone crazy with them uh please welcome tandis hi everyone [Applause] so what i want to talk about today is the problem that i'm obsessed with which is bad customer service and health care so i'd like to start out by walking you through a day at the doctor's office can look a little bit like this you have to start out by making an a... Read More

Key Insights

• 🐕‍🦺 Bad customer service in healthcare is a result of misaligned incentives between physicians and patients, causing poor patient experience.
• 🐕‍🦺 Patients often tolerate bad customer service in healthcare, exhibiting a sense of Stockholm syndrome.
• ✋ Poor customer service has negative implications for patient health, resulting in missed opportunities for prevention and high healthcare costs.
• 😨 Direct-to-consumer and value-based care models show potential in improving customer service in healthcare.
• 🐕‍🦺 Incorporating hospitality industry principles and customer service training can contribute to better patient experiences in healthcare.
• 🎓 Education on nutrition label literacy can be a valuable tool in promoting preventive healthcare.
• 🧑‍⚕️ Mental health is an essential population health issue that requires attention and integration into healthcare systems.

Questions & Answers

Q: How did the U.S. healthcare system become so focused on volume rather than quality?

The U.S. healthcare system's emphasis on volume over quality is rooted in the fee-for-service model, where physicians are paid per patient encounter. This creates a system where physicians are incentivized to prioritize quantity rather than patient experience and outcomes.

Q: Why are patients reluctant to complain about bad customer service in healthcare?

Patients often feel submissive and accepting of the poor customer service in healthcare, likely due to a sense of Stockholm syndrome. They may tolerate long wait times, unpleasant staff, and lack of information because they perceive healthcare as an important and non-negotiable service.

Q: How does bad customer service in healthcare affect patient health?

The lack of focus on good customer service negatively impacts patient health. Patients may feel anxious, rushed, or dismissive during appointments, causing vital information to be overlooked. Additionally, the emphasis on volume increases the likelihood of medical errors and prevents patients from receiving proper preventive care.

Q: Can changing the compensation model for physicians improve customer service in healthcare?

Shifting to models that incentivize physicians to prioritize good customer service, such as direct-to-consumer and value-based care models, can have a positive impact. These models align incentives with patient satisfaction and outcomes, encouraging physicians to provide better customer service.

Summary & Key Takeaways

• The speaker highlights the problem of bad customer service in healthcare, using a day at the doctor's office as an example.

• The issue is attributed to misaligned incentives, where physicians prioritize volume over quality and patient experience.

• Patients often overlook the poor customer service in healthcare, leading to a lack of complaints and changes in the system.