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

2022/6/1

All-In with Chamath, Jason, Sacks & Friedberg

AI Deep Dive AI Chapters Transcript

People

Chamath Palihapitiya

以深刻的投资见解和社会资本主义理念而闻名的风险投资家和企业家。

Tandice Urban

Topics

Tandice Urban: 美国医疗保健系统的客户服务质量极差，患者体验糟糕，导致患者推迟就医，影响预防性保健，并最终增加医疗费用。这一问题源于现行的雇主赞助模式和按服务付费模式，它们导致医生更关注雇主和保险公司而非患者，激励医生追求诊疗量而非质量和健康结果。为了改善这一现状，我们需要改变医生的补偿模式，例如采用直接面向消费者模式和基于价值的医疗模式，并学习酒店业的人性化服务理念，将患者视为真正的客户，提供以患者为中心的医疗服务。具体措施包括遵循黄金法则、设定明确预期、积极倾听、做患者的代理而非障碍，以及创造惊喜，以提高患者满意度和就医积极性。 Chamath Palihapitiya: 美国医疗保健支出逐年增加，但平均寿命却停滞不前甚至下降，这与美国人普遍不健康的生活方式有关。企业行为使得健康生活方式难以实现，导致人们在医疗保健上花费巨资却未能获得相应的健康益处。

Deep Dive

Chapters

Tandice Urban discusses the poor customer service in healthcare and its impact on patient experiences.

Patients often endure unpleasant experiences at the doctor's office.
Healthcare is one of the least customer-centric industries.
Patients rarely complain due to Stockholm syndrome-like behavior.

Shownotes Transcript

This talk was recorded LIVE at the All-In Summit in Miami and included slides. To watch on YouTube, check out our All-In Summit playlist: https://bit.ly/aisytplaylist)

0:00 The Lanby's Tandice Urban breaks down why healthcare has a customer service problem, and how to fix it

12:28 Bestie Q&A: changing American's perspective on healthcare, opportunity for DTC health brands, why is medical spend at all-time highs while avg lifespan has flatlined/slightly decreased?

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https://twitter.com/chamath)

https://linktr.ee/calacanis)

https://twitter.com/DavidSacks)

https://twitter.com/friedberg)

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https://twitter.com/theallinpod)

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Intro Music Credit:

https://rb.gy/tppkzl)