Healthcare is one of the most complicated things I have ever seen. It’s no wonder so many Silicon Valley startups have tried and bounced off this impenetrable fortress of horrible user experience. The complications arise from many, many, many players in a single use case, plus the spectre of “privacy” that puts FUD into every system conversation.
Recently, switching from Marketo to Adchemy has allowed me to redo our healthcare. (Technically, Katie switched us). We used to use an HSA plan which was a little complicated. The employer would put in funds into a special tax free account and those funds are used for basic healthcare. Anything catastrophic is covered. It’s very cheap, but there has been alot of paperwork.
We switched to Kaiser Peranente. Kaiser is a fundamentally different animal. It is one-stop shopping. You walk in and they take care of everything. You need brain surgery, they got that. You need a checkup, they got that too. One bill, no muss, no fuss. It’s nearly zero paperwork. We always liked Kaiser.
If the US Government provided a public option, I hope they model themselves after Kaiser. It’s a great user experience.