When Systems Fail: Heroes, Villains, and the Stories That Shape Our Healthcare
"You either die a hero or live long enough to see yourself become the villain." — The Dark Knight
This quote has been running through my mind—not just as I reflect on the recent passing of UnitedHealthcare CEO Brian Thompson, but as I consider my own experiences with the healthcare system.
Thompson’s death sparked polarizing headlines. He was lauded for his leadership but criticized for overseeing a 32% claim rejection rate—a policy that undeniably cost lives. Stories like these force us to confront the uncomfortable truth about systems that straddle profit and human need—where compassion often feels secondary.
For me, this isn’t just theoretical. It’s deeply personal.
A Parent’s Perspective
Over the past few months, my family has faced the complexities of a fragmented healthcare system while caring for my son, Riley. Born prematurely, Riley has battled reflux, weight concerns, and lingering health challenges. We’ve waited anxiously for appointments, navigated denied claims, and learned more about coverage limitations than I ever thought possible.
At times, it felt as though the system was working against us, not for us—moments when hope seemed like a fragile thing to hold onto.
Yet, I’ve also witnessed the other side of the system. My father, a doctor, dedicated his life to patient care. I grew up watching him stay late to listen, treat those unable to afford care, and grapple with the red tape that makes medicine feel less humane. His work taught me that behind every policy, there are people—doctors, nurses, and medical teams—doing everything they can to make a broken system a little more human.
Two Sides of the Same Coin
In The Dark Knight, Harvey Dent begins as Gotham’s hero—the “White Knight” fighting for justice. But loss, betrayal, and pressure twist his ideals into vengeance, turning him into Two-Face—a shadow of his former self.
The healthcare system mirrors this arc. It was designed to save lives, to care for the vulnerable. But over time, cracks appeared. Profit margins grew. Claims were denied. Lives fell through the gaps. What began with noble intentions has, for many, become the villain—cold, inaccessible, and unyielding.
But perhaps this story doesn’t have to end that way.
Reclaiming the Hero’s Mantle
If there’s one thing I’ve learned, it’s that systems are made up of people. And people—leaders, executives, doctors, and advocates—can make different choices. They can challenge what’s broken, act with compassion, and remember that healthcare is about people, not profit.
Being a hero isn’t about avoiding failure—it’s about owning it. It’s about listening to the voices that are often drowned out, questioning the policies that fail us, and leading with integrity, even when it’s inconvenient or costly.
Where Do We Go From Here?
Reflecting on my own experience—as a parent, a patient advocate, and the child of a doctor—I wonder:
As The Dark Knight reminds us: "The night is darkest just before the dawn. And I promise you…the dawn is coming."
I hope that’s true.