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Why It’s Controversial to Compare Healthcare & Hospitality

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Could healthcare really have its own version of customer reward programs? Peter Yesawich thinks so, and he joins the show to talk about how providers may implement the same techniques as hospitality organizations to enhance the patient experience. Peter and his coauthor Stowe Shoemaker’s new book Hospitable Healthcare examines 22 service touchpoints that are common to both hospitality and healthcare experiences. 

All that, plus the Flava of the Week about Blue Shield of California’s newly announced partnerships with Amazon and Mark Cuban Cost Plus Drug Company. Are they truly ripping the PBM playbook, and is this the first of many dominoes to fall in the quest to find cost savings for both the business and healthcare conusmers?

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