This is an interesting article and I like that it highlights the sins of "economic rationalism", i.e. the idea that a business approach will solve the problems we have in healthcare. I think it clear that services that are deemed public goods are not often amenable to a market driven approach. The article also points out other factors that make change difficult, the complexity of healthcare, the impact of politics, the multifaceted role of the public as a consumer of a public good, and funder of the same good.
But at the bottom line I fail to see how this focus on “.. the soft relationship side of healthcare. “ brings us closer to solving the problem of increased demand for services in the face of tightening purse strings. At root it seems to be saying lets pull the curtain around the Budget, Quality and Outcomes issues and focus our attention elsewhere.