“We've thought about this a lot at the Lambie, because we've tried to figure out a way to integrate mental health in a way where we would be able to make money, and we can't just yet.”
quote is from the automated transcript, cleaned for reading:
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More from Tandice Urban
Opinion
Tandice Urban: US healthcare is the worst customer service industry
“The US healthcare market is the least customer centric of any customer service industry. We are so numb to the pain that we rarely object or complain.”
Tandice UrbanJun 1, 2022▶ 3:21#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
AssertionContradicted
Primary care providers have an average Net Promoter Score of 3
“In primary care specifically, the average NPS for a provider is three.”
Tandice UrbanJun 1, 2022▶ 5:12#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
AssertionSupported
96% of patient complaints are about customer service, not medical care
“96% of patient complaints are about the service itself. Only four percent are about the care delivered.”
Tandice UrbanJun 1, 2022▶ 5:20#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
AssertionPartly supported
Urban: 40% of top US deaths are preventable with proper care
“40% of annual deaths caused by the top five causes of death in the U.S. Are preventable with good preventive care.”
Tandice UrbanJun 1, 2022▶ 7:28#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
AssertionPartly supported
Urban: Avoidable chronic disease accounts for 75% of US healthcare spend
“According to the CDC, for whatever that's worth to you, avoidable chronic disease accounts for 75% of our health care spend”
Tandice UrbanJun 1, 2022▶ 7:36#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
Insight
Urban: Poor lifestyles and processed diets drive rising US healthcare costs
“We're overspending on healthcare because we're spending on things that kill us, and then our healthcare gets very expensive, Because we have terrible, terrible lifestyles, and everyone is drinking way too much across all communities. Everybody is eating totall…”
Tandice UrbanJun 1, 2022▶ 16:05#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
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