Providing Concierge Care: FAQ and Best Practices for Facilities

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Written by Katherine Zheng, PhD, BSN Content Writer, IntelyCare
The lobby of a hospital that provides concierge care.

Concierge care, also known as boutique or retainer-based medicine, refers to arrangements in which primary care doctors charge patients a direct membership fee before they accept them into their practice. By paying this fee, patients are able to access more personalized care in addition to extra services that aren’t covered by their health insurance.

With retainer practices growing in popularity, you may be wondering whether the concierge medicine business model is right for your facility. In this article, we’ll answer some of the most frequently asked questions about concierge healthcare and outline best practices for implementation.

Concierge Care FAQ

Retainer-based medicine first began in the 1990s, but has recently gained more interest from both providers and patients. If you’re considering this business model, it’s important to know what to expect. In the following FAQ, we’ll clarify how concierge healthcare works and explore its major benefits and drawbacks.

How does concierge medicine work?

Similar to how a gym membership works, a concierge medical practice charges patients a monthly or annual membership fee. By charging this fee, doctors are able to limit how many patients they see on a regular basis, allowing their “members” to receive more timely and individualized care. This fee also covers routine primary care services, such as preventative screenings, which means that patients don’t have to cover the costs of each individual visit.

How does concierge medicine work with insurance?

Concierge services can be operated alongside standard insurance plans. While membership fees give patients access to services that aren’t covered by their insurance, their insurance provider may still be billed for services included in their plan. If a doctor doesn’t accept a certain type of insurance, then the patient is responsible for any other out-of-pocket costs.

How does concierge medicine work with Medicare?

The Centers for Medicare and Medicaid Services (CMS) sets more specific rules when it comes to providing concierge care to Medicare patients. Concierge doctors can accept Medicare patients, but their membership fees can’t include extra charges for services that Medicare already covers.

If a doctor opts out of participating in Medicare, they can charge patients more than the Medicare-approved amount for services. However, this extra charge may not exceed 15%.

What are the benefits of concierge medicine?

Preliminary studies on concierge healthcare have shown that this model has the potential to increase patient satisfaction and streamline services. We’ll outline some of the more specific benefits for both patients and providers in the table below.

Benefits for Patients

Benefits for Providers
Opportunity to receive more personalized, tailored care

More control over patient loads and referrals

More comprehensive preventative care services

Less wait times and more frequent communication

Opportunity to build closer, long-term relationships with patients

More control over patient loads and referrals

Less overhead and administrative costs

What are the disadvantages of concierge medicine?

Despite these benefits, providers should also be aware of some of the common problems with concierge medicine. Here are a few ways that this business model can complicate or hinder the care process.

Disadvantages for Patients

Disadvantages for Providers
Higher upfront costs

More out-of-pocket costs for services that aren’t covered by fees or insurance

Limits care accessibility for lower-income patients

Complicates insurance billing processes

Raises ethical concerns regarding “tiered” healthcare based on wealth

Patients have higher expectations, which may lead to longer hours or increased liability

5 Best Practices for Providing Concierge Care

Now that you have an overview of concierge medicine, you may be wondering how to implement this business model at your facility. Here are five best practices that can help make your transition as smooth as possible.

1. Research Your Market

It’s important to familiarize yourself with the local market before transitioning to complete concierge care. Boutique medical practices are often sought out by wealthier patients who want regular access to their primary care provider.

If your practice is located within a low-income area, you may struggle to attract a patient base while also reducing accessibility for underserved patients. This is why conducting thorough market research will help you determine whether this model aligns with the needs of your community.

2. Align Your Operational and Financial Goals

Making the transition to concierge medicine will require you to rework your operational workflow alongside your financial goals. Determine how many patients your practice can accommodate without compromising the level of attention and care that’s expected from a concierge practice.

It’s also not uncommon for concierge practices to have amenities like faster Wifi and more advanced diagnostic tools. Once you have a financial plan in place, you’ll need to consider which of these additional technologies and “extras” are worth investing in.

3. Be Transparent About Pricing and Availability

Transparency is crucial when it comes to establishing trust with a patient. Concierge membership fees can vary greatly from practice to practice; and if your pricing models are unclear, patients may end up feeling misled down the line.

You can prevent this by clearly outlining your membership fees, what they include, and how they work alongside the types of insurance plans that you accept. You should also be upfront about your availability, as some patients may assume that concierge services are available 24/7. This will help ensure that your patients have realistic expectations and understand what they’re signing up for.

4. Focus on the Patient-Provider Relationship

Building personalized relationships with patients is the hallmark of concierge care. Your patients will have higher expectations since they’re paying for more individualized services. Beyond offering timely appointments, be prepared to gain an in-depth understanding of each of your patient’s health goals and preferences.

Also, don’t forget to train your staff on how to optimize the patient experience at every step of the care process. This will help strengthen the patient satisfaction and loyalty needed to sustain your retainer practices.

5. Give Your Current Patients Advance Notice

If you decide to transition to a retainer-based payment model, be sure to keep your current patients in the loop. Send a detailed email or letter to each of your patients explaining why you’re transitioning to concierge healthcare, how it might benefit them if they choose to enroll, and how/when the transition will occur. This will ensure that your patients aren’t blindsided and can find alternative care arrangements if necessary.

Uncover Healthcare Management Strategies That Work for Your Facility

Concierge care can be a great business model for some providers, but may not be the right fit for everyone. Want to learn other ways to improve patient care and satisfaction? Explore dozens of other healthcare management tips and insights written by IntelyCare’s team of experts.


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