From Numbers to Names: How Concierge Care is Redefining the Doctor-Patient Experience

Wayne Lipton, CCP Managing Partner

​America’s trust in medical professionals is dwindling, according to Gallup’s annual professions rating, dropping from a high of 67% in 2021 to just 53% in 2024. A recent article in the Wall Street Journal interviewed physicians, attempting to make sense of the declining numbers. For medical professionals and those working in healthcare, the article was grim. Time constraints and pressure on physicians, leading to a decay in the doctor-patient relationship, have eroded trust. The comments from readers were even more bleak. Many seemed to blame physicians as much as insurers and the government for everything they experience as wrong in healthcare, from long waits to Covid-19.

With a growing aging population and a physician shortage, it’s certainly a challenging time in medicine. Physicians, particularly primary or family care doctors, value the doctor-patient relationship too. They don’t want to practice in a fast-paced, high-pressure environment either. They want time to spend with patients, to find the root cause of illness, provide lifestyle support, and help with treatment compliance.

But what can be done? Private physician practices, as well as those now owned by large medical groups and institutions, are struggling. How can we improve trust between patients and physicians in such a high-stress environment? What is it that patients want in a practice experience? How can we meet those needs and still stay afloat?

As the Wall Street Journal article pointed out, patients don’t want to feel like just a number on a chart. They want a medical advocate—someone who is looking out for them, coordinating their care and communicating with them, addressing their concerns and questions. They don’t want automated attendants, lab results through portals, or an inability to see the same doctor twice.

In today’s healthcare marketplace, that’s concierge care. And, in response to patient demand, concierge care is growing every day, especially in large medical groups, hospitals, and healthcare organizations. With declining reimbursements and a high volume of patients to serve, it’s really the only way that doctors can afford to take that extra time with patients and serve as their go-to doctor at each appointment. This may seem unfair or unfortunate, but as today’s physicians and practice managers understand all too well, it feels like it’s either concierge care or volume care. The in-between is becoming impossible.

Fortunately, there are concierge models that allow physicians to offer both concierge care and traditional care, even in large healthcare organizations. These programs are exploding in popularity because they meet the need for patients to have the enhanced practice experience they want, without causing a medical practice to go under.
The satisfaction rate for concierge patients is extremely high. How do we know? Because we survey thousands of members in hundreds of concierge programs each year, compiling the results and comparing them. At a time when a chief complaint from patients is that they feel like just a number, 90% of concierge patients feel their physician and the physician’s office staff are always available to them when they need care and support. When asked how likely they would be to recommend their concierge physician to a friend, the responses are overwhelmingly positive.

Perhaps most telling are the comments from patients. Unlike the comments in the Wall Street Journal article, comments from concierge patients refer to physicians as “blessings.” Their doctor makes them feel like family. The staff helps them with paperwork and with other specialists they may see. The ability to connect easily with their doctor gives them peace of mind when they feel most vulnerable.

There is no doubt that the service and support a concierge patient receives leads to greater satisfaction. It’s unfortunate that this approach can’t extend to all patients. In a perfect world, every doctor would be able to practice this “old school” style of medicine and every patient could be cared for in this manner. But those of us in healthcare know it simply isn’t possible today.

We must therefore focus on rebuilding trust between doctors and patients, without alienating anyone. A flexible approach to concierge care could be the key to achieving this balance. Doctors and practice managers should explore models that allow for full patient panels while offering concierge care as an option for those who want a more personalized experience. This solution allows patients to take more control of their healthcare, while enabling physicians to provide the kind of compassionate, individualized support that originally drew them to medicine.
​
For practices affiliated with large healthcare organizations, this model not only boosts patient satisfaction but also improves physician morale—two of their most pressing challenges. By embracing a blend of traditional and concierge care, we can begin to restore the trust that has eroded over time, ensuring that both patients and physicians find satisfaction in their healthcare experiences.