"Sweet Mercy is Nobility's true Badge." - Shakespeare
I swear there is a connection. I mean it is a glaring mental visual, if ever I saw one. Some may not accept this digital pudding but I see it clearly.
I swear there is a connection. I mean it is a glaring mental visual, if ever I saw one. Some may not accept this digital pudding but I see it clearly.
What do Oscar Munoz, the CEO of United Airlines and the current
breed of healthcare policymakers have in common?
If you said the computer screen, you might be close to an
answer. Think about it for a second or as they say on TV, “Let that sink in.”
Detachment from reality is like going to war without a
strategy. Always, you lose! The reality is in Munoz’s case a complete
dislocation from humanity in the service of his company and its personnel. He didn’t
even consider the “boo” in the potential haunting. The “boo” here was the one
entity that subscribes to and pats his revenue, net income, earning per share
(EPS) and price earning (PE) ratios that govern whether Munoz stays of goes.
Munoz, it seems, may have forgotten the supply chain of that effect for the
moment in dissing the passenger over the callous remarks at the incipient stage
of this debacle. A man for all such seasons, it seems, had lost his way in the
catacombs of glass and steel when the rains came. “I am sorry” came a little
too late. What he forgot was that “Customer is still King” if the customer pays.
The damage had been done to the brand. The wide-eyed competitors jumped on it
made new promo advertising to stick it to him and his company. And that is the
nature of such a misstep and competition.
Will Oscar Munoz go or stay is for the United Board to
decide as this juggernaut of an aisle wreck continues to unfold. But it is a
classic tale of caution in business 101 that will be taught by Harvard Business
Review in campuses across the country.
The healthcare policymakers have the same blinders on as
they go about mixing and matching different pieces of legislations to display
their latest greatest version that will bring healthcare into the wonderful
blossomed shades of ShangriLa. Truth be told the version we just saw called
Obamacare was anything but. Hidden in plain sight was the cost of insuring the
high risk placed squarely on everyone. When anyone balked, they were taxed (or
penalized) by the government (as a means of revenue to defray the cost of
insuring- perhaps too little). And the government found means to kill “the
covered” joys with such love that premiums rose and deductibles soared beyond
any ordinary middle-class individual means. Such were the travails of the plebeians
that they decided to forgo signing up and pay the penalties- the unfolding had
begun. On the flip side the government with all good and decent intentions
decided to learn what kind of care was being given at what costs and they
imposed “Meaningful Use” of computerization on doctor offices and hospitals.
The costs of computerization to the offices and hospitals pushed some doctors
into closing their doors and hospitals to push out CEOs (MD Anderson). What the
government did not get was the “Munoz effect” on the patients. The eyeballs had
found favor with the bright glistening computer screen as a detached physician voice
asked questions about the patient’s tale of physical woe. The patient felt
abandoned facing the back of the computer screen and the doctor felt he or she
needed to cross the “T”s and dot the “I:s in a hurry to spend what limited time
was available with the patient- to preserve some patient-physician connection.
Ah the “Munoz effect” was in full force, imposed and exposed. Total and
complete detachment from reality. The bedside manner had emptied its last
marbles of empathy. Perhaps as better systems come along the computerization in healthcare will take hold organically and the desired results of better care for the patient rather than billing and cost will be the order of the day. Perhaps. Meanwhile the damage to patient care and overall health is glossed over with Op-Eds and journalism from people who don't understand, until they seek care.
Some time we barricade ourselves in silos that blind us to
reality. The policymakers do that all the time, the CEOs some of the time and the
results are always disastrous for those that get trapped in this battle of
consequences.
Perhaps we can learn. Perhaps we might learn. Perhaps we may
never learn.
"But men and men, the best sometimes forget." -Shakespeare
"But men and men, the best sometimes forget." -Shakespeare
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