The original aim of healthcare navigation was to eliminate barriers and connect patients, especially underserved ones, to high-quality care efficiently. However, as digital health solutions proliferated, the essence of true navigation faded. Instead of guiding patients toward the best care options, many new platforms have become superficial, merely directing users to providers based on cost. Insurers have taken over, transforming navigation into a cost-control strategy, compromising the patient-first mission that once defined its purpose, leading to frustration and confusion in the healthcare experience.
Navigation as we know it is becoming obsolete, lost to flashy apps and insurer-led models that prioritize costs over quality care.
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