How One Medical Turned Doctors Into Designers

As a patient visiting the doctor, have you ever even considered yourself as a customer entitled to a pleasant experience? Well, that's what primary care physician Tom Lee set out to provide when he founded One Medical. But how does one doctor change deeply ingrained inefficiencies in a system as large as the U.S. healthcare system?

Tom Lee describes how he thought like a designer—not a doctor—in his quest to rearchitect the patient experience, while current One Medical CEO Amir Dan Rubin describes the integral role technology plays in their plan. Merchant Medicine CEO Tom Charland demystifies the curious role insurance plays in the medical system. And from the world of health management academia, Kim MacPherson envisions the future of primary care thanks to clinics like One Medical.

Repeat Customer is an original podcast from Zendesk about great customer experiences.

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