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Better decisions.
Better health.
Lower costs.

A healthcare CEO and a consumer psychologist decode the hidden forces shaping your health, your wallet, and your life.

Now Playing • Ep 14
12:45 / 34:28

Service F*ckery: Why Healthcare CX is Broken

We analyze why booking a flight is easier than booking a doctor, and the economic incentives that keep it that way.

The Problem

Healthcare is 30% waste. Most of it comes from bad decisions.

Americans spend more on healthcare than any other nation, yet our outcomes consistently rank last among peers. The system isn't broken—it's designed to perform exactly this way.

$4.3T US Annual Spend
~25% Admin Complexity
#1 Bankruptcy Cause
The Investigators

The C-Suite Meets
The Lab

Two perspectives, one mission: Decoding the economics and psychology of healthcare.

Dan McCoy
The Insider

Dan McCoy, MD

Former Chief Medical Officer

"I've sat in the boardrooms where these decisions get made. The incentives are often aligned against the patient."

Dr. Kelli Frias
The Scientist

Dr. Kelli Frias

Consumer Psychologist

"We think we make rational choices about health. My research proves we are predictably irrational."

Case Files

Recent Dossiers

View Archive
EP 15
System Errors

The Sunk Cost Fallacy in Your Medical Care

Why do we stick with treatments that aren't working? Evidence #4A: The psychology of "investment".

EP 14
Consumer Defense

Service F*ckery: Why Healthcare CX is Broken

The deliberate design choices that make healthcare frustrating. Investigation into dark patterns.

EP 13
Psychology

The Psychology of People Who Never Go to the Doctor

Avoidance is a strategy. We discuss fear, control, and the "Ostrich Effect".

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