"[T]he health care industry is woefully behind in embracing IT to improve the customer experience. There are two reasons: 1. We think we're different. We think our 'customers' are patients or members inept or incapable of making decisions about their medications, treatments or health risk without our help.... 2. We think the value proposition of IT applied in health care is limited. Complaints from physicians about meaningful use are palpable."  MORE >>