Please consider the following conversation prompts in discussing Dr. Feinberg’s thoughts:
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- It is often said that “God is in the details,” or conversely, “the devil is in the details.” What details are we collectively missing in approaching healthcare from a customer-centric perspective?
- If this kind of customer-centric emphasis is possible in other industries (I’m thinking Publix in the grocery world, Southwest Airlines in transportation, etc.), why is it seemingly more difficult to pull off in healthcare? What kinds of thinking and leadership will be required to transform in this area?
- Dr. Feinberg jokingly said the corporate mission statement of UCLA should have been “We’re UCLA, and you’re lucky to see us.” How do you go about transforming a culture with that kind of engrained thinking?
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