Do you ever go to your primary care physician and are seen on time?  In a modern-looking facility?  Without the doctor having his or her hand on the door to signal a need to get to the next patient? In our sophisticated society, do you think we can get it right in combining cutting-edge technology in combination with the warmth of human connection to keep people coming back for more and sending their friends and families?  And never do we need that tandem to work better on our behalf than in the field of health care delivery.  And, yet, as we have touched on in previous podcasts the fee for service demands of most medical practices result in whiplash visits and unsatisfactory interactions.  Drawing lessons from the industry-leading business practices, One Medical is a brand working to transform the customer experience in healthcare.  Leading business consultant and best-selling author, Joseph Michelli, joins us once again to discuss how this company goes about the business of primary care medicine in an updated way in his new book “All Business Is Personal:  One Medical’s Human Centered-Technology Powered Approach to Customer Engagement.” Amazon recognized the unique approach developed by Dr. Tom Lee in San Francisco and bought the company a few years back for $4 billion. We’ll explore the differences on this podcast.