Healthcare is perhaps unique in that the entire system exists entirely to serve the patient... and yet, in many ways, that same patient is not the customer. In fact, the patient—and the patient's voice—can often be lost or overlooked in the enormous, complex, convoluted business flows, between a huge system of providers, in elaborate clinical work flows, in insurance coverage and reimbursements, or in high level policy debates. In this episode, a16z General Partner Julie Yoo and a16z partner Jay Rughani talk with Freda Lewis Hall—a physician; formerly Pfizer’s Chief Patient Officer and Chief Medical Officer; Chief Medical Officer at Vertex; and who among many other roles was appointed by the Obama Administration to the Board of the Patient-Centered Outcomes Research Institute (PCORI)—all about what happens when you rethink the entire healthcare system from the patient's point of view. We tell patients what they need, instead of asking them what they need—let alone listen to the answer. From drug development to healthcare delivery to clinical trials, what changes in our system when we think about everything from the patient’s perspective? How do we better understand what patients need, and better serve them? What tools and new approaches can we use to truly put the patient at the center of the healthcare system?