If you've ever had to wait for your doctor first in the waiting room and then in the examining room, or struggled to get an appointment or had trouble getting a prescription filled while on the road, you know why primary care in the United States is in such desperate need of disruption.
One Medical has been transforming primary care through the power of membership and customer centricity since 2007. In 2023, One Medical was acquired by Amazon for nearly $4 billion. Dr. Joseph Michelli has written a well-researched book on One Medical's journey and what enabled such rapid growth and such strong customer engagement. The book is called “All Business is Personal: One Medical Human-Centered, Technology-Powered Approach to Customer Engagement.”
In today's conversation, Joseph and I talk about how the company reimagined every step of the patient journey, One Medical's three key success drivers, and what the future of healthcare might hold.
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