Tandice Urban

#AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem

Tandice Urban, Chamath, Calacanis, Friedberg

The speaker identifies systemic inefficiencies in US healthcare caused by a fee-for-service model that prioritizes volume over patient experience, resulting in an average Net Promoter Score of just 3 for primary care providers. To address this dysfunction, the presentation advocates for a shift toward direct-to-consumer and value-based models, exemplified by Lanby, a New York-based membership service utilizing a three-person care team to treat patients as customers rather than cases. This approach aims to align financial incentives with health outcomes, potentially preventing 40% of top-cause annual deaths through improved access to preventive care and hospitality-style service standards.