Have you seen the ads that healthcare companies are airing on TV? They feature soothing music and heartwarming customer stories about the personal attention they’ve received from the company’s representatives. The message is pretty hard to miss: “We’re not just another huge, faceless corporation. We really care about you.”
Despite those tug-at-the-heartstrings ads, American consumers’ perception of the healthcare industry is largely negative. Most of us dread having to interact with our health plan providers. That’s because the industry suffers from serious communication problems.