tactics are designed, of course, to maximize insurance company profits at the expense of
the systems user. Finally, new medical technologies that provide more effective
diagnosis and treatment are often accessible only to the select few who can afford the
most comprehensive insurance coverage.
The consequences of these user-unfriendly features can be grave indeed for the
individual, since this system relates directly to a persons physical well-being and very
life. For example, when a claim or coverage is wrongfully denied, lacking financial
resources to enforce their rights, an individual customer has little practical recourse. The
end result is to render health care inaccessible to the very individuals who need it most.
These user-unfriendly features can be deleterious on a societal scale as well. An
unhealthy populace is an unproductive one. Also, increased health-care costs place an
undue burden on bread-winning adults who feel the squeeze of caring for aging parents
and for children. Finally, these features foster a pervasive distrust of government, big
business, and bureaucracy.
In sum, todays point-and-click paradigm inaccurately portrays the actual
functionality of many systems, including our health-care delivery system, which is well-
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