Ring, Ring, Why Don’t You Answer My Call?

Most provider organization executives think they provide “good service” to consumers. As I test that, I often ask them to call their own organization and try to schedule an appointment. That “test” has taken on new performance implications as the pandemic has ramped up consumer expectations about convenience.

Now there is Amazon in health care. And CVS in primary care and behavioral health. And 50+ virtual delivery systems. How to compete? I thought the recent advice in Amazon’s Healthcare Push Is A Threat—& An Opportunity—For The Industry was right on point—“What can existing healthcare providers do . . .