Be the first to like this
My kids love movies, and like all kids, they go through phases on what they love. There was the “My Little Pony” phase, the “Transformers” phase, Disney’s “Frozen” phase and, dovetailing with the holidays, the “Ice Age” phase. Like many Americans, I buy my DVDs on Amazon.com. In fact, I buy everything on Amazon.com, the most cutting-edge company in retail. It’s a marvel of consumer engineering and experience.
As COO and past CTO of an IT company focused on making health care work as it should, it hasn’t escaped me how much better Amazon’s consumer experience is compared to that of health care. A doctor rarely praises an electronic-health record system for being easy to use or improving care. A patient easily coordinating the transfer of health information is a rarity. In sum, health care delivers consistently disappointing experiences.