Stop Giving People What They Want
In this episode of the Disrupted Podcast, Scott Middleton doesn’t hold back. Live from the hot seat, he tackles the dangerous myth that healthcare should operate like a customer service business. From the flaws in the current system to a visionary path forward, Scott unpacks how giving patients what they need—not necessarily what they want—can save lives, reduce costs, and transform care at scale. Plus, hear stories from inside the system, including bold new initiatives, operational pivots, and the $75 million cost-saving insight that’s shaking up the industry.
The Disrupted Podcast · Scott Middleton, Jamie Preston
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Show Notes
Episode Notes (Key Takeaways)
- Why "customer satisfaction" can be the wrong metric in healthcare
- What Scott learned from a meeting with JPMorgan Chase CEO Jamie Dimon
- The difference between perceived value and actual healthcare needs
- A candid story about overprescribing pain meds and the cultural shift required
- Why the healthcare "customer" is more complicated than we think
- Breaking down Your Health’s value-based care results: $75M saved
- The danger of over-collaboration and inefficiency in care coordination
- Realigning roles: Why community health workers need to drive proactive care
- Your Health’s shift toward specialty divisions and wellness clinics
- The staggering ROI of early interventions: $1.1 million in bonuses justified
- Why United Healthcare and others may be falling behind on data access