Assume Nothing, Except This Patient is Different from the One Before

Can patients actually love an insurance company? Dr. Sachin Jain’s answer is “yes.” The chief medical officer for a California-based Medicare Advantage health plan, he explains why the central opportunity in health care is to acknowledge the diversity of those we serve—and to meet them where they are. Some use smartphones to manage medications; others don’t have Internet access. Some make decisions about every aspect of their care; others prefer their caregivers to decide. Dr. Jain explains how to earn satisfaction—and maybe a little love—responding to individual needs.