Healthcare Access, Affordability, and Leadership: Insights from Hal Andrews
The healthcare landscape is constantly shifting, and leaders must adapt quickly to meet patient needs while keeping systems sustainable. On a recent episode of Patient No Longer, host Ryan Donohue spoke with Hal Andrews, President and CEO of Trilliant Health, about how healthcare organizations can balance access, affordability, and patient experience in an increasingly complex environment.
With a career spanning frontline operations to executive leadership, Andrews brings practical and relatable insights to the industry. “Healthcare is changing monthly,” he says. “Planning is important, but you have to know the difference between planning and strategy. Planning is about execution; strategy is about focus.”
Understanding the Challenge of Change
Andrews emphasizes that healthcare leaders often struggle because they focus on planning alone, without first formulating a clear strategic vision. “People confuse planning with strategy all the time,” he says. “They think executing a plan equals progress, but progress is about doing the right things at the right time.”
Drawing on Peter Drucker’s philosophy, Andrews reminds leaders to ask the tough questions: What is our mission? Who are we really trying to serve? What are the outcomes we want? For Andrews, these questions aren’t abstract—they shape every organizational decision, from staffing to patient engagement.
Culture, Courage, and Leadership
A recurring theme in the conversation is the critical role of culture. Andrews shares a vivid analogy from The Wizard of Oz: “Frontline teams often feel like they’re in Kansas—working hard but underappreciated—while executives are in Oz, thinking the yellow brick road is clearly laid out.” Bridging this gap requires courage from leaders to make difficult decisions while supporting their teams.
He also touches on the nuances of hybrid and remote work. “You can’t manage healthcare like an office job,” he says. “We need to trust our frontline staff and empower them to make decisions, but that requires strong culture and leadership accountability.”
Affordability and Access: The Patient Perspective
One of the most pressing issues Andrews highlights is affordability and access. “Patients don’t think about our balance sheets—they think about their lives,” he says. “Sometimes finding a doctor is like a jack-in-the-box—you open the door, and nothing is there.”
He recounts a personal experience of searching for an internist for his own family. “I literally had to call multiple offices before finding one who could take a new patient,” he shares. “If it’s this hard for me, imagine the average patient navigating insurance, referrals, and wait times.”
These stories underscore a key point: improving access isn’t just a logistical challenge—it’s a strategic imperative. Andrews advocates for healthcare organizations to use research and patient data to anticipate gaps and remove barriers. “Understanding the patient journey is critical,” he notes. “If you don’t know where the friction points are, you can’t improve the experience.”
Disruption and Innovation in Healthcare
Andrews also discusses the impact of market disruptors like Amazon, Walmart, and CVS, which are reshaping patient expectations. “Specialty pharmacy and online health services are convenient, but they can’t replace hands-on care,” he explains. “Healthcare isn’t just about transactions; it’s about relationships and trust.”
He points out that leaders must balance innovation with practical realities. “We can’t chase every shiny object,” he says. “Technology should improve access and affordability, not just create buzz.”
Lessons from Professional Wrestling
Andrews draws an unusual but compelling parallel from his time staffing a professional wrestling tour: understanding your audience. “In wrestling, if the crowd doesn’t buy into the story, it doesn’t matter how skilled you are,” he says. “Healthcare is the same. If patients don’t trust your organization or can’t access care, all the strategy in the world won’t matter.”
This perspective reinforces the importance of empathy, clear communication, and affordability in designing patient experiences.
Advice for Emerging Healthcare Leaders
For those entering the field, Andrews emphasizes curiosity and continuous learning. “Be an expert in your domain, but read widely. Think critically. Understand the system one or two steps beyond your role,” he advises. He adds that these skills help new professionals see how operational, clinical, and financial pieces interact.
Bringing It All Together: Access, Affordability, and Experience
Andrews’s insights converge on a central theme: patient experience is inseparable from access, affordability, and organizational culture. “Experience isn’t just what happens in the clinic,” he says. “It starts with whether people can even get an appointment, and extends through every interaction.”
Leaders who embrace this holistic view, Andrews believes, will be best positioned to navigate ongoing changes in healthcare. “Courageous leadership, strong culture, and a focus on patient-centered outcomes are non-negotiable,” he concludes.
Listen to the full episode, or catch is on YouTube.