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Lessons from Rushika Fernandopulle, Iora Health, on transforming healthcare by building new models of primary care

Pear Healthcare Playbook

CHAPTER

The South West Airline Theory of Change

"We're not going to change doctors or change hospitals," he says. "What we're going to do is provide a better customer, consumer experience and let them vote with their feet" The South West Airline theory of change kicked Delta and American in the behind when they didn't give good service for years before Southwest showed up. He's now helping Boeing lower its health care costs by working with big employers like Mercer Health and Benefits.

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