"This book delivers keen insights from one of the most experienced minds in American healthcare. David W. Johnson offers a penetrating analysis of today''s crisis, and tells us exactly what needs to be done to liberate our innovative potential for better patient care." --Toby Cosgrove, MD, executive advisor and former president and CEO of Cleveland Clinic "Johnson offers powerful direction to anyone looking to disrupt the healthcare system." --Clayton Christensen, Kim B. Clark Professor of Business Administration at Harvard Business School and bestselling author of The Innovator''s Dilemma "David Johnson pushes the provocative boundaries of our industry''s reality in ways that bring new thinking into sharp focus. His undying effort to help leaders see the long game and take action is exactly the wake-up call we need." --Julie Murchison, CEO of Health Evolutions "This lively read provocatively and comprehensively diagnoses the ''sickness system'' with its own chronic disease and outlines how it must heal itself in order to heal everyone else.
But it''s his conclusion that holds the real prognosis--the notion of a moral imperative that should serve as the system''s north star toward healthcare emancipation." --Patrick Geraghty, president and CEO of GuideWell and Florida Blue "As a former governor, head of HHS, and founder of Leavitt Partners, I know what works and what doesn''t in the public and private healthcare sectors. Dave Johnson gets it, too. The Customer Revolution in Healthcare is calling you to meet him at the intersection of market-based reforms and appropriate public policy." --Mike Leavitt, former Governor of Utah, Administrator of the Environmental Protection Agency, and Secretary of Health and Human Services "By any measure, healthcare falls short for patients. In The Customer Revolution in Healthcare, Johnson lays out an aggressive plan to get all the arrows pointing in the right direction for all patients." --Dana Safran, Chief Performance Measurement Officer of Haven "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 today''s 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 Johnson''s 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 Senator of 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 together--providers, 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 AdventHealth''s promise to consumers that we will help them ''feel whole''--providing care to the whole person in mind, body, and spirit. Dave Johnson''s 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 "As a health system CEO and cancer survivor, I have a unique perspective and see the business through the customer''s eyes. In this book, Dave Johnson shines a light on all those dark corners we don''t 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 Johnson''s book provides a candid overview of the challenges we''ve long admired and a pragmatic road map to a much-needed evolution of our industry." --Peter Fine, president and CEO of Banner Health "Johnson calls us out on the false choice of restricted care access or unconstrained cost growth. The questions he raises seem revolutionary, but shouldn''t be. In his vision of a transformed healthcare delivery system, data is free from clinical, operational, and financial siloes. 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 "I''ve 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. It''s a must-read for policymakers 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 U.S. 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 "We won''t solve healthcare''s massive problems without revolutionary change.
In his book, Dave Johnson destroys the old paradigm in favor of a vision that is as bold as it is freeing and as practical as it is imminent." --Dave Sabey, chairman and president of Sabey Corporation "David Johnson''s The Customer Revolution in Healthcare provides a sharp diagnosis of the causes of healthcare''s 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 "U.S. 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 U.S.
health and care." --Don Trigg, EVP of strategic growth at Cerner Corporation "These aren''t preachy or puritanical prognostications of where healthcare should go, but a leading thinker giving a deep analysis of the forces at work that will drive and shape the healthcare of the future." --Paul Kusserow, president and CEO of Amedisys "Our traditional healthcare system serves no one well. The future will be clinician-led and patient-centered. The power of Johnson.