The Amazon of Healthcare: A Customer-Obsessed Approach to Improving Human Health

Show Floor, Main Stage

October 9, 2023

Andrew Diamond, MD, PhD

One Medical

Neil Lindsay

Amazon

Arianna Huffington

Thrive Global

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The discussion moderated by Arianna Huffington, CEO of Thrive Global, with Neil Lindsay, Senior Vice President of Amazon Health Services, and Andrew Diamond, Chief Medical Officer from One Medical, focused on transforming the healthcare industry. They discussed the need for a patient-centric approach, citing issues with long wait times for appointments, a large percentage of people without a primary care physician, and inconvenience in obtaining prescribed medications. Lindsay emphasised the need for "ease" and "convenience" as drivers for patient engagement and better health outcomes. Diamond echoed these sentiments, stating that trust is crucial for effecting behavioural change. He also mentioned group programs that support individuals in managing their health outside of doctor's visits. He said reversing the decline of people pursuing careers in primary care could be a powerful signal of transformation within the healthcare industry. Both leaders agreed that technology should enhance, not replace, the human connection between providers and patients.

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