Aspirational Healthcare: Next Generation of Customer-Centric Healthcare| Ep 24 |Fountain of Vitality

What happens when 70,000 Alaska Native people with some of the worst population health outcomes in the world build a healthcare system from scratch—asking customers what they want instead of doctors dictating treatment? Darrell T. Moon, a former hospital administrator turned healthcare reformer, reveals how Southcentral Foundation’s Nuka System of Care achieved 98 percent customer satisfaction, won the Malcolm Baldrige Award twice, and cut healthcare costs in half by prioritizing physicians as coaches first and clinicians second.
In this episode of Fountain of Vitality, host LaMont Leavitt explores why relationships often outperform science when patients don’t trust treatment plans, how concierge-style primary care costing 6 percent instead of 3 percent saves employers up to $350,000 annually, and why cash-pay strategies help dismantle the myth of insurance networks. Darrell explains how healthcare reward structures often work against customers, why HR departments lack incentives to improve loyalty, and how business leaders track nearly every expense except whether their second-largest cost actually drives employee retention.
Discover how to implement aspirational healthcare for your organization by connecting with Darrell T. Moon. Visit FountainofVitality.com to explore more conversations about transforming health systems, measuring what matters, and creating customer-centric approaches to wellness and longevity.
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