Zocdoc’s mission is to give power to the patient. Which means they are expected to accept the unacceptable. But in healthcare, patients lack market power. In any other consumer industry, the companies delivering such a poor customer experience would not survive. Then wait in a room solely designed for waiting. Then wait weeks for the privilege of a visit. In their time of need, they call down outdated insurance directories. Healthcare should work for patients, but it doesn’t.
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