The Hidden Cost of “Good Enough” in Healthcare Experiences

▤ Summary

This article argues that healthcare organizations often optimize for activity instead of true patient resolution. It explains that common metrics like discharge completion, portal activations, and billing outputs can make teams look effective while leaving patient problems unresolved. The piece makes the case that repeat contacts, rework, and cross-functional handoffs create hidden costs that current reporting systems miss. It concludes that healthcare systems will gain an advantage by measuring whether interactions actually resolve patient issues.

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