I went into this book blind, working off a recommendation in an ARC version. Unfortunately the title and concept were off for me. I didn’t enjoy it being about One Medical. If it were used as an example or small case study, I feel I could’ve used the concepts more. But because it was so niche to the company, I felt it hard to translate to my small business outside of larger concepts. Overall an interesting read but would do better as a review of the company instead of a “roadmap” for customer experience.

This book does a great job discussing the business side of health care and how vital it is to be people-first in the field.
It discussed how the organization stayed people-first, even with being bought by Amazon. I think the book highlights the importance of personal touch in business and reminds us that everyone is a human being first.