Michael Maoz

A member of the Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

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A Health Care System and other US CRM Oxymorons.

by Michael Maoz  |  August 25, 2009  |  Comments Off

Ours is a family of five. We have family members in Graduate School, university, elementary grade, and two full time workers. Medical insurance, dental insurance (and life, homeowners, auto and property) insurance. There is separate insurance for ophthalmology. Every organization requires documents proving the same things: birth, social security, marriage, divorce, adoption, student status. Some allow document scanning (but don’t go crazy and submit anything over 10Mb!!! WHAT? A color birth certificate from Bonn is over that? Sorry: fax or mail it!!! Fax it? Yes, but not on weekends because we don’t accept them then.). Maybe as an alternative we could enter the data in one place ONCE and let all of the companies access it?

Brand drugs and off-brand drugs prescribed and accepted or not accepted, but the patient never understanding upfront why, payments and co-payments and partial payments and rejections of coverage because of improper ‘coding’ from physicians. Physicians who have given up and accept no insurance. Adverse drug interactions because no one is keeping score. Photocopies, letters, faxes, emails, trips to the Bursar, phone calls, over and over and over again. Could someone have invented the bizarre tangle of disconnected forms and processes and procedures that is the healthcare system?

And they call this the United States? Not of healthcare. In healthcare it doesn’t deserve credit as a Confederacy either. Could be why folks are shouting in Town Meetings.

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