The Patient Revolution

Preface

Our healthcare system may be broken, but the opportunities to fix it are abundant. That's why I embarked on a remarkably exciting journey to write this book. Writing a book about healthcare, though, is just as overwhelming as it is exciting. On one hand, we have some of the biggest transformations happening today across the industry, and on the other hand, there are a growing number of questions about how to change. It's without doubt that the path to healthcare innovation is filled with unknowns.

However, I'm hopeful that by leading with empathy and by empowering the patient, we can change how healthcare works. I envision a newly designed system that's focused on both sickness and wellness, in which health is seamlessly integrated into our daily lives, and where care is so uniquely personalized that no two people are provided identical treatments.

This shift will happen by taking healthcare into the experience economy, where patients are now consumers and consumers are active participants in their healthcare. The new health economy is about the totality of health, not the occasional encounters with the system that we're used to. Unique service experiences are crafted for each individual, and they stretch well beyond the four walls of a doctor's office. They consider every element across people, process, and place, and through an unwavering consistency in delivering value, these experiences result in more engaged healthcare consumers.

Data and analytics are what will power ...