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Healthcare Execs’ Urgent Calls To Action

Healthcare Execs’ Urgent Calls To Action

The healthcare industry needs change, whether through technological advancements or by improving trust among consumers. During a panel discussion last week at AHIP 2024, three executives shared their calls to action with other healthcare leaders.  

According to Dan Mendelson, CEO of Morgan Health, the industry should be focused on what employers and consumers need, including better primary care, navigation and use of digital analytics. Morgan Health is a JPMorgan business unit that is focused on employer-sponsored insurance.

Mendelson added that there is a lot of opportunity to leverage AI.

“We need more leadership from health plans to bring these tools and technologies into the mix so that we can improve the quality of care,” he said.

Dr. Sachin Jain, CEO of SCAN Group and SCAN Health Plan and another panelist, said the industry needs to “quit normalizing the abnormal.” SCAN offers Medicare Advantage plans in California, Arizona, Nevada, New Mexico and Texas.

“There are so many abnormal things that happen in our industry every single day,” he said. “So much of what we pride ourselves upon is really just patches to things that are fundamentally broken. I think we’ve gotten into this survival mode in healthcare where we’re just kind of treading water and just hoping things are going to get better one day, maybe through technology or through different kinds of investments.”

He noted that Americans are facing a crisis when it comes to healthcare. Most people don’t have a primary care doctor because the wait to see one can be longer than six months, he declared.

“These are things we have to start problem-solving one by one by one,” Jain urged.

According to Andrea Walsh, president and CEO of HealthPartners, the healthcare industry needs to rebuild trust. HealthPartners is a nonprofit health provider and health insurance company. Walsh cited the Edelman Trust Barometer, which found that 63% of Americans believe technology will have a negative impact on healthcare in the next five years. Just 35% of Americans trust the media to report on healthcare accurately.

“As an industry, I think we need to be doing a better job to know and understand what consumers need and what employers need,” Walsh said on the panel. “We need to commit to listening and not come up with solutions that may or may not solve the problems. I think being consistent and following through [is important]. Our processes as health plans can either build or break trust. And so we’ve got a lot of work to do, but I think the number one thing would be [to] rebuild trust individually and collectively.”

Another panel at AHIP 2024 also discussed repairing trust in healthcare. One panelist stressed the importance of all healthcare leaders stepping up to improve trust.

“[Misinformation] and disinformation have to be part of the strategy because that is who you’re competing with,” said Dr. Geeta Nayyar, a chief medical officer, technologist and author. “That is who is taking the trust. We have to own that back.”

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