Stop Giving People What They Want

from The Disrupted Podcast · host Jamie Preston, Scott Middleton

Episode Notes (Key Takeaways)Why "customer satisfaction" can be the wrong metric in healthcareWhat Scott learned from a meeting with JPMorgan Chase CEO Jamie DimonThe difference between perceived value and actual healthcare needsA candid story about overprescribing pain meds and the cultural shift requiredWhy the healthcare "customer" is more complicated than we thinkBreaking down Your Health’s value-based care results: $75M savedThe danger of over-collaboration and inefficiency in care coordinationRealigning roles: Why community health workers need to drive proactive careYour Health’s shift toward specialty divisions and wellness clinicsThe staggering ROI of early interventions: $1.1 million in bonuses justifiedWhy United Healthcare and others may be falling behind on data access www.YourHealth.Org

What this episode covers

In this episode of the Disrupted Podcast, Scott Middleton doesn’t hold back. Live from the hot seat, he tackles the dangerous myth that healthcare should operate like a customer service business. From the flaws in the current system to a visionary path forward, Scott unpacks how giving patients what they need—not necessarily what they want—can save lives, reduce costs, and transform care at scale. Plus, hear stories from inside the system, including bold new initiatives, operational pivots, and the $75 million cost-saving insight that’s shaking up the industry.

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Stop Giving People What They Want

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This episode is 40 minutes long.

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This episode was published on August 1, 2025.

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