As I reflect upon the work ahead in making healthcare better for our citizens, one thought continues to resonate with me at a deeply personal level: “real transformation begins with one human being.” It all begins with me (and you) – and our having the courage to transform health - one consumer at a time. And to deliver that care, we need a community with a shared purpose and a singular voice.
Here are some thoughts that perhaps we can find some common ground to begin the disruption - working together to make health care feel more like “human care.”
The words “consumer” and “human” will lead us to the right place to start building meaningful relationships – the greatest disruptor of the healthcare system is the consumer.
We need to move healthcare from “what’s the matter with you” to “what matters to you.”
End users never complain about being involved too early in the product development process.
There is indeed a direct link between health literacy and the overall state of health of a community.
The Paradox of Choice – too many choices lead to no decisions (aka: Hicks Law)
There is no silver bullet – healthcare transformation occurs one customer at a time.
Targeted therapies are turning cancer into a chronic disease.
Bold leaders who really what to be disruptive bet on new innovations while the rest of the industry just continues to do financial engineering to their current models.
Price is a powerful data point.
A real customer is the greatest validator of a concept.
Identify which preferences really matter to consumers – then offer options that are empowering – not overpowering.
Simplicity and trusted advice account for almost 60% of what drives consumer satisfaction and loyalty.
Cornerstones of great service that are daily occurrences in the retail and the consumer brand space must also apply to the business of health.
Empathy, personal service, empowerment and shared perspectives are all part of our new health reality.
The job of a leader is not to preserve the status quo, we must evolve. Leaders must be change agents, driving innovation across their organizations.
The greatest drivers in our evolution are technology and personal data.
The learning to come from sharing outcomes across communities and across continents will improve the health of the world – and in doing so, improves the health of your own family.
Social data has incredible power to help us understand the consumer’s experience in healthcare.
I formed Narus Health with a singular purpose: to change the healthcare conversation for those facing life-limiting illness. If we are truly going to revolutionize the way we care for those with life-limiting illness, we must build a culture rooted in the service of others. Listening first to understand and placing what matters most to our patients and their families above all else.
I am inspired by the future of our industry – and I am committed to creating a better system for human beings. Human care.