53. If one focuses on systems such as financial services and telecommunications, where
emerging technologies have the greatest impact, one sees increasing user-friendliness.
However, in other systems―public and private alike―inefficiencies, roadblocks, and
other unfriendly features still abound. One such example is the U.S. health-care
delivery system.
To a large extent, the user-unfriendly nature of health-care delivery stems from its
close tie to the insurance industry. Service providers and suppliers inflate prices,
knowing that insurance companies can well afford to pay by passing on inflated costs to
the insured. Hospital patients are often discharged prematurely merely because
insurance fails to cover in-patient care beyond a certain amount or duration. In the
extreme, patients are sometimes falsely informed that they are well or cured, just so that
the facility can make room for insured patients. Insurance providers reject claims and
coverage intentionally and in bad faith when the insured has suffered or is statistically
likely to suffer from a terminal or other long-term and costly―illness. Insurance
companies also impose extreme coverage exceptions for pre-existing conditions. Both
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