Concierge Medicine

           Five years ago I had no idea what concierge medicine was.  Three years ago I had an idea what it was, but it was still on the fringe, and considered rare premium healthcare for those who could afford it. Today, it’s rare that I go through an entire day without visiting at least one “MDVIP” “Private Physician” or other such concierge practice. 

            When I first started visiting these offices, I presented my information as I would in any other office.  I provided promotional information along with the typical referral resources (business cards, insurance lists, etc.), and then I would ask questions about their usual referral habits and patterns with their patients.  This is where I realized a difference.  Where most offices referred to insurance and location being of utmost importance, in the concierge offices I was frequently told things like: “our patients need a lot of hand holding” and “our patients are used to being seen right away” and “our patients can be pretty high maintenance”.  Expecting a higher level of service makes sense, since they are paying a premium for their primary care, but how does this carry over into the specialist arena? 

      The first thing I did was change the emphasis of my message in these offices.  I stressed that their patients would be seen quickly.  I encouraged them to use my name when they needed priority scheduling.  I talked about short wait times, and Keurig coffee bars.  I mentioned prestigious schooling and cutting-edge treatments.  Essentially, I tailored my message.  Does this mean you have to tailor your care?

            I believe all of you are able to offer some level of “concierge care” to your patients for free.  Try to keep patient wait times as minimal as possible.  Respond to patient concerns and questions promptly. Send follow-up notes to their PCP quickly.  Try to schedule patients that may be anxious as quickly as possible.  I also think a small investment of a coffee or refreshment bar goes a long way:  A couple of years ago a referral coordinator came into our imaging center for an MRI.  She had always sent some patients to us, but after her visit referrals significantly increased.  She told me how comfortable our office was, and how nice it was to have refreshments available. She had to skip her lunch break for her appointment, and knew this was the case for many other patients.