David W. Johnson - The Customer Revolution in Healthcare

PRAISE FOR

DAVID W. JOHNSON

AND

THE CUSTOMER REVOLUTION IN HEALTHCARE

Dave Johnson brings a refreshing, necessary, and sometime contrarian point of view on how the healthcare industry and healthcare leaders will need to think about and act to respond to our challenges and our deficiencies. It is a breath of fresh air.

James Hereford,
president and CEO of Fairview Health

Healthcare innovators desperately want to simplify health, bring care closer to the community, and transform the future. The Customer Revolution in Healthcare is a road map for that journey.

Amy Compton-Phillips, MD,
EVP and Chief Clinical Officer of Providence St. Joseph Health

Successful delivery of value in todays competitive environment demands that we have a sound understanding of healthcare finance. This book is the single source necessary to deepen leaders knowledge of the complicated world of healthcare economics. In it, Johnson delivers a crisp review of how to unlock the complexities of the financial and economic issues facing this industry.

James Merlino, MD,
Chief Transformation Officer of Press Ganey and author of Service Fanatics

If we truly want to change healthcare, we need to change how actual patients get actual care. We need to restore the humanity in healthcare. Dave Johnsons new book gives us a path to do so by recentering around the person/consumer. Listen to Johnson and take his message to heart.

Rushika Fernandopoule, MD,
cofounder and CEO of Iora Health

In The Customer Revolution in Healthcare, Johnson paints a stark picture of a healthcare system that fails to deliver the access, quality, and value that we ought to be getting from it. He highlights the crucial role that better-aligned incentives can play in building a better system.

Katherine Baicker,
dean of the Harris School of Public Policy of the University of Chicago

Policy is the lever that controls healthcare markets. In The Customer Revolution in Healthcare, Dave Johnson calls on us to move that lever in a new direction to encourage market-based reforms that will better serve the needs of patients.

David Durenberger,
former US senator from Minnesota

Dave recognizes that healthcare is about empowering people to achieve their best health. His clarity of vision, supported by his deep understanding of the future that is already here, comes together in his book, a must-read for students of healthcare strategy.

Nancy Kane, PhD,
professor of management in the Department of Health Policy and Management at Harvard School of Public Health

We cannot improve the health of the population unless they are engaged fully in the effort with us. Dave Johnson has given everyone a road map for this engagement with all the signposts, directions, and barriers clearly visible. Do we have the courage to go down this road togetherproviders, payers, and patients? I, for one, am ready for the journey, and kudos to Johnson for his ability to lead us there.

David B. Nash, MD,
founding dean emeritus at Jefferson College of Population Health

The Customer Revolution in Healthcare aligns with AdventHealths promise to consumers that we will help them feel wholeproviding care to the whole person in mind, body, and spirit. Dave Johnsons manifesto points out the need for much stronger consumer advocacy, better provider coordination, and new financial solutions to better meet their needs.

Terry Shaw,
president and CEO of AdventHealth

In this book, Johnson calls out how different sectors of the healthcare market contribute to our broken system. But he also outlines ways we can transform the industry to deliver better care at a lower cost that consumers want.

Craig Sammit, MD,
president and CEO of Blue Cross and Blue Shield of Minnesota

Johnson calls us out on the false choice of restricted care access or unconstrained cost growth. The questions he raises seem revolutionary, but shouldnt be. In his vision of a transformed healthcare delivery system, data is free from clinical, operational, and financial silos. It flows to frontline clinicians, powered by AI capabilities, so caregivers can focus on patients. That flow will fuel the customer revolution.

Mudit Garg,
founder and CEO of Qventus

As a health system CEO and cancer survivor, I have a unique perspective and see the business through the customers eyes. In this book, Dave Johnson shines a light on all those dark corners we dont like to look at. He points us to the uncomfortable conversion we all must make for the healthcare system to respond to this evolving reinvention of an industry. For those of us who have a passion for transforming healthcare, Dave Johnsons book provides a candid overview of the challenges weve long admired and a pragmatic road map to a much-needed evolution of our industry.

Peter Fine,
president and CEO of Banner Health

Ive seen the lack of true consumer involvement in the healthcare system as one of its major flaws. In this book, Johnson lays out how an industry that has historically struggled to identify its true customer could revolutionize itself with new attitudes, structures, and regulations. It calls out many longstanding practices that need to change. Its a must-read for policy makers and industry insiders alike.

Joseph J. Fifer, CPA,
president and CEO of HFMA

The market is moving toward consumerism and value. Every single person working in healthcare, either directly providing care or in the back office, has an opportunity and an obligation to do it better. Dave understands that consumerism and value are not just the latest trends; they are the driving force for meaningful change.

Marc Harrison, MD,
president and CEO of Intermountain Healthcare

Some problems are so enormous and multidimensional that they are hard to grasp, and competing interests, money, and politics make solutions seem unattainable. Johnson provides clarity around the fundamental flaws within the US healthcare system, and the revolutionary forces that have been unleashed that might just fix it. His book shows the negative historical forces that brought us here, but it is also full of hope. This optimism is based on the moral imperative for each of us to participate in the customer revolution happening in healthcare today.

Lyric Hughes Hale,
editor in chief of EconVue

Health systems potential for innovation is limitless. Dave Johnsons new book, The Customer Revolution in Healthcare delivers a must-read road map for those interested in driving and participating in this innovation.

Eric Langshur,
cofounder of Abundant Venture Partners

David Johnsons The Customer Revolution in Healthcare provides a sharp diagnosis of the causes of healthcares high costs and fragmentation, along with a strong prescription for a new system that is structured and financed based on changing consumer needs.

Kenneth Kauffman,
chair of Kauffman Hall

US healthcare is a system in name only. Dave Johnson not only frames the entrenched interests frustrating consumers with costly administrative friction, he compellingly articulates a customer-centered solution. His latest book should be required reading for understanding a when, not if, revolution that will transform US health and care.