“EP242: The Price We Pay: What Broke American Health Care—and How to Fix It, With Marty Makary, MD”
by Stacey Richter

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In this health care podcast, I speak with Dr. Marty Makary about his new book, which is entitled The Price We Pay: What Broke American Health Care—and How to Fix It. I could not recommend this book more highly. It’s a page turner for hospital execs trying to do the right thing, employers trying to […]

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“EP241: Putting the Squeeze on Community Pharmacies, With Vinay Patel, Founder, Self Insured Pharmacy Networks”
by Stacey Richter

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There are 65,000 community pharmacies in the United States today, and the total cost to locate, staff, and operate these pharmacies is about 9% of our total national drug spending. That’s less than 1% of our national health expenditure—and falling. This is despite the fact that about 85% of our nation’s something like 6 billion […]

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“INBW24: Are Patients Consumers?”
by Stacey Richter

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Are patients consumers? Defining the terms patient and consumer will get us started here and also provide the insight and common understanding that we need to tackle this seemingly elusive question. Patient (adjective): able to accept or tolerate delays, problems, or suffering without becoming annoyed or anxious. Synonyms: forbearing, uncomplaining, tolerant, long-suffering, resigned, and stoical. […]

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“EP240: The Inside Scoop on How Medical Travel Improves Health Outcomes and Lowers Costs for Employers, With Olivia Ross, Associate Director of the Employers Centers of Excellence Network”
by Stacey Richter

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“If operating on the wrong leg is called a ‘medical error,’ what do we call operating on someone who doesn’t need surgery?” That is a quote I have heard attributed to Jack Wennberg. It also crystalizes a theme I have been hearing a lot lately—the idea that quality metrics in this country today assess care […]

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“EP239: How to Escape From Legal Purgatory When Collaborating, With Bill Tanenbaum of Polsinelli”
by Stacey Richter

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I am working on a collaborative endeavor right now where the BAA (business associate agreement) signing has literally taken a year. The whole project will likely take 2 weeks. I know I’m likely not going to shock anyone listening, but the legal side of any sale or install or collaboration or proposed interoperability can be […]

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“EP238: Who Will Be the Knights in Shining Armor Who Fix the American Health Care System? With Brian Klepper, PhD, From the Validation Institute”
by Stacey Richter

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We have gotten ourselves into this pickle: Americans—all of us as taxpayers, as patients, as employees, as employers—spend exorbitantly for highly variable results. Great work, great health care in some areas by some great physicians and their teams, and then voluminous other areas rife with overtreatment, errors, abysmal chronic care management, predatory pricing by entities […]

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“EP237: Improving Health Care Value by Pausing and Asking Questions, With Derek Winn, Cofounder at Distilled Concepts and Consultant at the Business Benefits Group”
by Stacey Richter

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Bad things have a propensity to occur in health care when patients are placed on a trajectory and then simply follow the yellow brick road—to an Oz potentially filled with unnecessary surgeries, MRIs that cost 10 times what they should, low-quality providers chasing RVUs (relative value units) like their paychecks depended on it … I […]

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“EP236: Customer Experience Advice: When Building to Simplicity, It Has to Be Perfect, With Liliana Petrova, CEO/Founder at The Petrova Experience”
by Stacey Richter

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In this podcast, Liliana Petrova, CEO/Founder at The Petrova Experience, translates her experience as director of customer experience at JetBlue to the health care industry. Her advice is practical and designed to actually work in environments as complex and regulated and driven by safety concerns as the airline industry—and also, coincidentally, health care. In the […]

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“EP235: The Right Providers Will Maximize Health Care Value. So Who Are the Right Providers? With Suzanne Clough, MD, CMO at ArmadaHealth”
by Stacey Richter

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Here’s a vital question: “How do you make sure that the physicians your employees or members are seeing are high quality in a given area of focus?” Getting to the right doctor matters when you consider that something like 70% of back surgeries are unnecessary and medical errors are the third leading cause of death […]

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“EP234: Customer Experience Drives Trust, and the Two Together Drive Outcomes, With Claire Sporton of Confirmit”
by Stacey Richter

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Today I speak with Claire Sporton. Claire is SVP of customer experience innovation over at Confirmit. Since we did this interview, the 2019 Edelman Trust Barometer came out. And it showed that trust in US hospitals has nose-dived 8 points. Pharma and biotech held steady since last year, or slight increases, but the bar is […]

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