Catering to the 5%

Improving care for the neediest patients requires a lot of listening—to patients, colleagues and health organizations.

This 5% sliver of patients command almost half of US health care spending. Often publicly-insured, older white females with lower self-reported health, these patients are vulnerable to poorly-coordinated health systems, write Prabhjot Singh and Niyum Gandhi, who adapted National Academy of Medicine findings for the Mount Sinai Health System.

When patient feedback revealed a preference for familiar faces, prioritizing full-time staff helped satisfaction scores top 85, for example. The 1-10 “worry score” used by Iora Health helps clinicians track concerns brought up in casual conversation.

Harvard Business Review

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