One Medical

It's that it never reaches a room where anyone can act on it.

I've spent nearly four decades consulting inside of organizations famous for customer experience, some of whom I've written books about, including Starbucks, The Ritz-Carlton Hotel Company, Mercedes-Benz, Zappos, and Amazon One Medical.

And one pattern holds across all of them.

The breakthrough almost never originates in a boardroom.

So I started the company in 2018 before the pandemic.

And at the time, I was actually the head of strategy of One Medical.

It's a primary care clinic that offered really high quality primary care.

And so the number one thing I focused on was I want to work with insurance.

But I've just always been interested in technology's ability to improve people's lives.

But healthcare really struck me because I've seen loved ones struggle.

um from lack of access to health care so i've been in health care for 15 years but mental health specifically um when i was in one medical and working in primary care what i saw was just professionally how many patients were struggling for lack of good quality care yeah and then personally um a good friend of mine um had a traumatic incident he was walking down the street in midtown manhattan when someone landed on him um committing suicide

oh my god

I've spent nearly four decades consulting inside of organizations that people love.

Companies like Starbucks, the Ritz-Carlton Hotel Company, Mercedes-Benz, Zappos, and Amazon One Medical.

And here's a truth that survives every era and every new piece of technology.

Nobody is loyal to a company that has never been tested.

Amazon One says, hey, we like what Lily's doing so much, we're going to do it too.

Amazon One Medical now offers weight management care in 48 states and Washington, D.C.

Patients can choose between insurance-covered visits tied to primary care in areas with one medical offices or cash pay virtual care through messaging or video appointments where available.

Programs designed to make GOP1 weight loss treatment more accessible by offering upfront medication costs, on-demand care, and prescriptions through Amazon Pharmacy.

A medical records application, programming interface, connectivity to the major exchange networks, a FHIR-based data model, and tooling to consolidate records from many sources into a single longitudinal view.

Customers include Amazon One Medical, Solace Health, and Color Health.

The code is on GitHub.

So the question Metroport is betting everything on is this.

I've spent close to four decades working inside companies people admire for how their people perform.

Starbucks, the Ritz-Carlton, Mercedes-Benz, Airbnb, Zappos, Amazon One Medical are just a few examples.

And the lesson that never bends is this.

Technology only lifts people when the job around it gets redesigned to let it.

So I think that we're going to see a lot of fatigue and a lot of reliance or dependency on other avenues, whether it's privatized care, whether it's these private equity firms investing immense amounts of money to create private healthcare systems.

You see the Amazons in the world creating One Medical or whatever that is.

there's a lot of different big big big groups that are saying well hey why don't we just do this ourselves telehealth is back on the rise we saw it be essentially created during covet and now it kind of it took a dip after covet and now it's back up because once again it's easy to access it's cheap it's super simple it's convenient and there's a mid-level on the other end that can execute at a high level so yes i do think that the specialty is going to be an issue overseas market is going to rise that's why you see the middle east and dubai and the uae putting a lot of infrastructure with specialty cares because they're going to attract people from the us who have money and so i do think that we're going to see a very interesting evolution and The hospital systems are going to struggle.

I think the hospital – we're already seeing that.