When it comes to innovation, healthcare presents a paradox. It is both a hare and a tortoise. While life-altering breakthroughs in medical treatments can come at a rapid pace, improvements to the way healthcare is actually delivered often happen very slowly.
The forces that have disrupted other service industries—from retail to travel to media—have so far made only tentative inroads into healthcare. Anyone who has had to wrestle with the frustration of deciphering a hospital bill knows how far healthcare has to go before it reaches the levels of customer experience and user-friendly technology that we have come to expect in other areas of our lives.