Lifespark CEO Joel Theisen shares his opinion in Medical Economics on why health care gets low marks for customer satisfaction, and what is a problem. He notes that the latest net promoter scores give the health care industry a rating of 38 out of 100. That puts the business behind Apple, Chick-fil-a, Netflix, and Starbucks, but ahead of Exxon Mobil, Time Warner Cable, and Waste Management.
Why do customers give the same satisfaction grade to the medical industry as they give to the online flea market, eBay? It’s not because Americans don’t appreciate the work of doctors and nurses. Those are among the most highly respected professions in the country.
The problem is the vast uncaring and inefficient bureaucracy that has been built up around the medical field. And Joel, as he shares, is convinced there’s one main reason why being a customer of that medical bureaucracy is such a lousy experience – the economic incentives of our business are backwards.