No Patients Left Behind: Why the Right Membership Medicine Program Improves Revenue and Physician Satisfaction Without Alienating Traditional Patients

Keith Elgart, 
CEO, Concierge Choice Physicians

As health systems explore new care delivery and revenue models, one concern consistently arises among the healthcare leaders we speak with:

“We can’t disenfranchise our patients. What happens to those who can’t afford or don’t wish to join a concierge program?”
This concern is both valid and admirable. There is nothing more important than the patients a health system serves. Whether they are a nonprofit organization, an academic institution, or a large hospital network, our clients are committed to quality care and patient satisfaction. And rightly so—healthcare is not just a profession, it is a calling.
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That is precisely why implementing the right model is critical when introducing a concierge program. Successful models keep customization and inclusivity at the forefront. Concierge Choice Physicians has evolved from the national leader in hybrid concierge medicine to the leading concierge service provider for health systems because our approach aligns with this philosophy. Quite simply, health systems and hybrid concierge medicine are a natural fit. You cannot commit to serving an entire community while offering concierge care unless the model is inclusive and centered on patient choice.

More than 20 years ago, Concierge Choice Physicians pioneered a flexible approach that put control back into patients’ hands. This model enables physicians across specialties and practice sizes to experience the benefits of concierge medicine without abandoning traditional care. Today, health systems represent our fastest-growing segment, a testament to the strength and scalability of this approach.

What Is Hybrid Choice Concierge?

Our Hybrid Choice concierge program is a flexible model of membership medicine. It allows physicians to offer patients the option to join a concierge program for an enhanced practice experience with more time and support, or remain a traditional patient in the physician’s practice.

Physicians limit the number of concierge memberships they accept, ensuring they can continue to care for all patients—both concierge and traditional. In this way, patients are empowered to choose the care experience that best suits their needs. Those who want a more personalized, highly connected experience can opt in, while others may continue as before.

Addressing Concerns About a “Two-Tiered” System

Healthcare leaders often ask: How do patients perceive this model? Does it create a sense of two-tiered medicine—where concierge patients get to see their doctor and others are left behind to see whoever is available?

This is an important and fair question.

First, we must acknowledge an existing reality: physicians today are stretched to their limits, often seeing high volumes of patients each day. Even without a concierge program, patients with urgent needs are sometimes unable to see their preferred physician and must instead see another available provider. This is not a new issue—it is a widespread challenge across traditional care models.

A thoughtfully designed limited-membership concierge program does not create this problem. Rather, it offers a solution for patients who feel strongly about having consistent and direct care from their chosen physician.

Second, the way a concierge option is introduced to patients is critically important. This is where many organizations fall short. Communicating the availability of choice—without diminishing the value of either option—requires a thoughtful, balanced approach. Patients should understand that they are not losing their physician, they are gaining the ability to tailor their healthcare experience.

The Impact on Patient Satisfaction and Physician Well-Being

Interestingly, many of our clients report that overall patient satisfaction scores improve after implementing a Concierge Choice program. While it may be obvious that concierge members would value the increased time, availability and support they receive, what often surprises administrators is that satisfaction among traditional patients also rises.

One client explained it best: “We don’t have burned-out physicians in practices with concierge programs. Our physicians are happier, and that positivity extends to all patients. They can feel the difference, and it leaves an impression.”

Reduced physician burnout leads to more engaged, attentive care—benefiting every patient, regardless of membership status.

Balancing the Needs of All Patients

Membership medicine, when implemented carefully, does not have to sacrifice patient equity. CCP’s hybrid approach demonstrates it is possible to balance enhanced services with broad availability, allowing health systems to improve revenue and physician satisfaction, while ensuring no patients are left behind.
  
For more information on Concierge Choice Physicians’ flexible, inclusive approach to concierge medicine, please contact us at 877.888.5590 or [email protected], or visit www.ccpmd.com/healthsystems.