of the books you wanted to buy you would think it was a lousy website. it wasn't a website problem. it was that we were left with a shortage and we had to fix it. once we fixed the shortage we actually built tools, text lines, and other things for young people because we anticipated that the challenge wasn't going to be getting people to appointments. the challenge was going to be getting the next set of people to whom they weren't willing to go through all of the trouble to actually get to the system. that's where we started focusing our technology efforts. >> you were steered to the health care system when you were sitting there with her and trying to figure out how to pay those crushing bills, you helped them pay those bills he incurred on the way to his death, a physician who when he got that diagnosis only had five months to live. such a personal and tight and emotional connection to the gravity and to the grueling