A Quick Check-In: Why Now?

• Tell me briefly what prompted you to consider a membership today, and whether a single recent event pushed you toward this conversation
• When you think about your current primary care experience, which three frustrations rise to the top for you Options: Short appointment times, Long wait for visits, Difficulty reaching clinician between visits, Lack of coordinated specialty care, Too many providers involved, Other
• How often in the past year have you had an appointment that felt rushed or incomplete Options: More than 6 times, 3 to 5 times, 1 to 2 times, None
• Who else in your household would likely use or influence a membership decision, and how involved are they in scheduling or medical decisions Options: Primary only, Spouse/partner involved, Adult child or health coordinator involved, Household members use but not decide, Other
• If you had to name one outcome you want from membership in the first 12 months, what would it be Options: Faster access to care, A single physician who knows my history, Better coordination with specialists, Proactive chronic disease management, Peace of mind and direct access, Other

Where Care Currently Breaks for You

• When a new or urgent health concern arises, how often does your current system leave you unsure who will manage next steps Options: Almost always, Often, Sometimes, Rarely, Never
• Describe the last time coordination between your primary doctor and a specialist failed or slowed care, and what consequence that created
• How many times in the last 12 months did you wait more than a week to see your primary physician for an issue you considered important Options: More than 6 times, 3 to 5 times, 1 to 2 times, None
• Which kinds of appointments routinely feel impossible to book within the timeframe you need Options: Same-day urgent, Next-day routine, Extended new-patient visits, Follow-up for complex labs, Telephone or video check-ins, Other
• What failure in your current care arrangement would cause you to walk away from your physician relationship today

How Much Access Actually Matters

• If you could guarantee one access promise, which would change your day-to-day life most Options: Same-day visits for urgent needs, 30 to 60 minute visits for complex concerns, Direct phone or secure messaging with my physician, Coordinated specialty referrals with scheduling help, Home visits or virtual hours
• Tell me about a time when not being able to reach a clinician quickly caused stress, time lost, or a preventable escalation
• How much of your schedule makes it difficult to attend typical office hours, and which days or times would membership need to cover for you Options: Mornings, Evenings, Weekends, Frequent travel across time zones, Mostly available weekdays, Other
• Which of these would be a deal breaker if the membership could not deliver it reliably Options: Answer within hours by phone or secure message, Same-day or next-day visits, Longer initial and follow-up visits, Coordination across multiple specialists, Guaranteed panel size limits
• How quickly would you expect a serious symptom to be seen by a clinician after you report it Options: Within hours, Same day, Next day, Within 3 days, Longer

What Clinical Depth Looks Like to You

• Imagine your ideal clinician knows your full medical story, what is one clinical action you would expect them to take that you are not getting now
• Which chronic conditions or preventive priorities should the membership prioritize for you in the first 6 months Options: Cardiovascular risk, Diabetes management, Chronic pain, Cognitive screening, Cancer screening and surveillance, Complex medication management, Other
• How important is it that the membership reduces your use of multiple uncoordinated specialists versus keeping existing specialist relationships Options: Very important, Somewhat important, Neutral, Prefer to keep all specialists
• If the membership provided a single care plan and quarterly outcome reviews, would that meet your expectations for being proactive Options: Yes, Maybe with more frequent reviews, No, I would want monthly reviews, Not sure
• Which specific test, baseline exam, or specialist connection would you see as essential to complete during onboarding Options: Comprehensive intake exam, Baseline bloodwork panel, Cardiac screening, Specialist referral setup, Medication review with pharmacist, Other

Membership Scope and Boundaries That Matter

• Which promise about what is included in a membership, if broken, would cause you to cancel immediately Options: Access guarantees, Visit length and quality, Coordination with specialists, Annual wellness and testing included, Transparent fee schedule
• Which services are you most likely to want as optional add ons rather than core membership features Options: Executive health packages, At-home testing and monitoring, Coordination for family members, Concierge specialty scheduling, Telehealth for travel, Other
• How important is maintaining your current insurance relationships and out-of-network billing options when receiving membership services Options: Critical, Somewhat important, Neutral, Not important
• Tell me what out-of-scope items you would expect to pay separately for even with membership
• How would you judge whether the membership fee feels justified after the first year Options: Faster access and shorter wait times, Measurable health improvements, Lower total medical hassle, Improved quality of specialist referrals, Sustained direct clinician access

Risks, Concerns, and What Keeps You Up at Night

• What single worry about paying for membership would make you hesitate to join despite liking the benefits Options: Sticker shock, Losing current trusted physician, Membership not delivering faster access, Too many limitations covered, Privacy concerns
• Describe any past membership or premium service you left early and why
• How would you want disappointment or missed promises handled in the first 90 days Options: Refund or credit, Escalation to lead clinician, Defined remediation plan, Open communication and apology, Other
• Which members of your household might resist membership and why Options: Cost concerns, Prefer existing physicians, Privacy or fairness concerns, Logistical reasons, None
• If the first year delivers only modest improvement, what outcome or metric would you expect to see to stay on for year two Options: Clear access improvements, Reduced ER visits or hospitalizations, Better chronic disease numbers, High satisfaction with clinician interactions, Other

The Alternatives You Are Actively Considering

• Which of these options are you weighing now Options: Stay with current primary care, Move to a different traditional primary care practice, Join another concierge or premium practice, Rely on telemedicine and specialists, Build an in-house medical team, Other
• What would have to be true about your current care for you to decide to stay with it instead of switching
• Has anyone inside your household or your office proposed solving these issues internally without an outside membership Options: Yes, household proposed, Yes, office proposed, No one has proposed an internal solution, Not sure
• Which competitor feature or promise would you give the highest weight to when comparing options Options: Price, Access guarantees, Clinician continuity, Panel size limits, Onboarding thoroughness, Reputation
• If every alternative looked identical on price and access, what other factor would decide the winner for you Options: Personal rapport with clinician, Referrals quality, Ease of onboarding, Family coverage options, Track record of outcomes

Operational Readiness: Practical Constraints and Logistics

• Which medical records do you already have centralized and how quickly could they be shared with a new clinician Options: Fully centralized and can share within 1 week, Partially centralized, 2 to 4 weeks, Scattered across systems, more than 4 weeks, I do not have records available
• Describe any regulatory, insurance, or billing constraint that would prevent the membership from operating as described for you
• Do you have regular travel or home locations the clinician would need to support, such as multiple residences or frequent international travel Options: Multiple residences in different cities, Frequent international travel, Mostly local with occasional travel, No special travel needs
• Which family members, if any, need to be included in onboarding and ongoing coordination under the same membership Options: Only the primary member, Primary plus spouse or partner, Children under 18, Adult dependent(s), Family office coordinator manages others, Other
• If the seller required baseline testing and a comprehensive intake visit within 3 weeks to proceed, could you commit to that timeline Options: Yes, easily, Yes, but needs coordination, No, need longer, Unsure

Decision Drivers and Timeline

• If a pilot demonstrates the access and coordination improvements you want, what internal approvals would still block you from signing quickly Options: Household decision makers, Family office sign off, Legal or privacy review, Budget owner approval, None
• How soon would you expect to make a membership decision if references, fee schedule, and onboarding plan look right Options: Immediately, Within 2 weeks, Within a month, Longer than a month, Unsure
• Who else needs to be part of the final decision conversation, and what role will each play
• Which price or contract term would stop you from moving forward even if clinical fit is perfect Options: Annual fee above my budget, No transparent refund policy, Too-long minimum commitment, Limits on family coverage, Other
• If the pilot meets the agreed outcomes, what single step would make you sign that same week Options: Clear fee and refund terms, Dedicated onboarding slot within 2 weeks, Signed commitment from lead clinician, Reference from a similar member, Other

Next Steps and Small Experiments

• Would you be open to a short onboarding pilot that focuses on the most urgent 1 or 2 priorities for 60 days Options: Yes, Maybe, No
• Which two priorities should a first 60 day pilot target to prove value for you Options: Urgent access improvements, Comprehensive intake and tests, Specialist referral coordination, Medication review and optimization, Travel and remote care readiness
• How will we know the pilot succeeded from your perspective, name one quantitative or qualitative result that would convince you
• What practical support would you need from the seller to make a 60 day pilot frictionless Options: Help gathering records, Dedicated onboarding coordinator, Flexible scheduling windows, Clear billing and insurance guidance, Secure messaging setup assistance
• Are you ready for us to request medical records and propose an onboarding timeline now Options: Yes, request records now, Request a meeting first, Not ready

• Care Experience Walkthrough

• Confirm the current state and its cost
• You confirm the demonstrated workflows materially reduce wait times, escalation risk, and household time spent managing care.
• Deliver a personalized scheduling comparison showing typical wait times and appointment lengths now versus as a member before the follow-up session.
• Provide a draft care coordination timeline for the two scenarios reviewed, including expected specialist scheduling windows and follow-up checkpoints.
• Scenario 1, urgent concern end-to-end walkthrough
• You agree that 30-to-60-minute visits and direct between-visit access meet your expectations for addressing complex issues.
• Scenario 2, chronic condition coordination walkthrough
• You identify any remaining concerns or evidence needed before you are comfortable moving toward enrollment.
• Share two recent examples of your own care interactions or a single recent health concern with timing details so the seller can tailor the enrollment timeline and estimated out-of-pocket impact.
• Prove the specialty coordination workflow
• Validate that this matches your needs
• Decision framing and next steps

• Care Experience Walkthrough
• Care Experience Walkthrough Deck
• Solution Brief — Care Experience Walkthrough

• meeting
• slides
• document

• Initial comprehensive intake visit
• Onboard and consolidate prior medical records
• 30–60 minute extended physician visits
• Same-day or next-day appointment access
• Direct physician access via phone, text, and email
• Urgent telemedicine consultations
• Chronic condition management and follow-up
• Medication reconciliation and management
• Specialist referral coordination and handoffs
• Order and review labs and imaging
• Annual comprehensive physical and personalized care plan
• Hospital and emergency care coordination

Initial comprehensive intake visit

• Do you have a recent intake exam template or checklist (intake exam form, problem list, medication list) we should use or adapt? Options: Use our standard intake exam template, Provide your intake template, We will co-create a hybrid template
• How many minutes of face-to-face time do you require for the initial intake visit to capture multi-morbidity history and advance care preferences? Options: 30 minutes, 45 minutes, 60 minutes, Longer than 60 minutes — describe below
• Which members of your care team should be present for the intake visit (for example, family health coordinator, personal nurse, health proxy)? Options: Patient only, Patient + family health coordinator, Patient + escort/health proxy, Patient + personal nurse/caregiver, Other
• What documents should we collect during intake (recent discharge summary, medication lists from pharmacies, specialist letters, advance directive)?
• Identify any baseline measurements or home logs you want captured at intake (home blood pressure logs, glucose meters, wearable activity summary). Options: Home blood pressure logs, Glucose meter downloads, Wearable activity export, None, Other

Onboard and consolidate prior medical records

• Do you have electronic health record (EHR) access credentials or a patient portal export for we to pull prior medical records and problem lists? Options: Yes — provide portal access, Yes — we will provide exported records, No — records need to be requested from providers
• How many prior specialist or hospital records (e.g., cardiology notes, surgical operative reports, recent discharge summaries) need consolidation into the new chart? Options: 0-5, 6-15, 16-30, More than 30
• Which radiology and imaging centers produced the recent studies we must import (CT/MRI/PET centers) so we can request DICOMs and radiology reports?
• Please list any paperwork or signatures required to obtain behavioral health or substance use records under 42 CFR Part 2 or other restricted records.
• Where should we archive consolidated records for ongoing access (your preferred secure portal, shared drive, or within our EHR), and do you require PDF vs discrete data fields? Options: Store PDFs in secure portal, Import discrete data into EHR, Hybrid: PDFs + key discrete fields

30–60 minute extended physician visits

• How many extended visits per year do you expect per member (for example, annual complex chronic review, acute problem workup)? Options: 1-2, 3-5, 6+, Undecided — discuss during intake
• What is the maximum patient panel per physician you will accept to preserve consistent 30–60 minute visit availability (panel-size acceptance criteria)? Options: Up to 300 patients, 301-400 patients, 401-600 patients, Require smaller than 300 / request exception discussion
• Who should be prioritized for longer visits when scheduling conflicts arise (complex chronic disease, new member intake, surgical pre-op clearance)? Options: New member intake, Complex chronic conditions, Post-hospital follow-up, Member discretion
• Specify how visit documentation should be delivered to you after extended visits (visit summary in portal, structured care plan PDF, discreet problem list updates). Options: Portal visit summary, Structured care plan PDF, Discrete problem list and medication updates, All of the above
• Indicate any specialty-level assessments you expect during extended visits (cognitive screen, gait assessment, medication burden review) and whether these require billing separately. Options: Cognitive screen, Gait/mobility assessment, Comprehensive med review, Advance care planning, Other

Same-day or next-day appointment access

• Agree on the maximum appointment lag you will accept as meeting our same-day or next-day access guarantee (measurable SLA for scheduling). Options: Same day within 4 hours, Same day within 24 hours, By next business day, Accept a triage-driven timeline — describe below
• How many hold slots per day should we reserve for same-day urgent in-person visits versus telemedicine triage? Options: 0-1 slots, 2-4 slots, 5+ slots, Flexible based on week
• What hours and days should same-day access apply to (regular clinic hours, extended evening hours, weekends)? Options: Regular clinic hours only, Include evenings, Include weekends, 24/7 triage with on-call physician
• Which scheduling workflow do you prefer for same-day requests (member portal self-booking, staffed triage line, direct physician triage)? Options: Member portal self-booking, Staffed nurse triage line, Direct physician triage, Hybrid
• Describe any appointment access metrics you want reported monthly (time-to-next-available, % same-day met, median scheduling lag).

Direct physician access via phone, text, and email

• Which communication channels do you require for direct access (secure messaging in portal, SMS/text, encrypted email, direct cell phone)? Options: Secure portal messaging, Encrypted email, SMS/text, Direct phone call
• What expected response time SLA do you want for non-urgent messages to the physician or care team (for example, within 2 hours, same business day)? Options: Within 1 hour, Within 2-4 hours, Same business day, Within 24 hours
• Who will manage after-hours messages routed to the physician (on-call physician, nurse triage, third-party answering service)? Options: On-call physician, Nurse triage, Third-party answering service, Other
• Specify any documentation artifacts you require for message-driven care (message note saved to chart, problem list update, task assignment). Options: Message note saved to chart, Create task for follow-up, Update problem list/med list, Member receives copy
• Are there any communication channel restrictions we must follow for legal or privacy reasons (no SMS for PHI, encrypted attachments only)? Options: No SMS for PHI, Encrypted attachments only, No restrictions, Other

Urgent telemedicine consultations

• Which telemedicine modalities should be available for urgent consults (video, phone, secure chat) and which require video-capable assessment (tele-neurology, wound exam)? Options: Video, Phone, Secure chat, Video required for certain exams
• What is the maximum door-to-connection time you will accept for urgent telemedicine consults during business hours and after hours? Options: Under 15 minutes, Under 30 minutes, Within 60 minutes, Next available slot — triage
• Identify any device or data integrations needed for telemedicine visits (home BP cuff Bluetooth sync, glucometer upload, wearable heart rate summary).
• Describe the expected documentation and follow-up after an urgent telemedicine consult (visit note, e-prescription, urgent lab orders). Options: Visit note + e-prescription, Visit note + ordered labs, Visit note + referral to ED, All of the above
• Are there restrictions on telemedicine use for specific clinical scenarios (new neurology deficits, chest pain, suspected stroke) that should trigger ED referral instead? Options: List specific red flags below, No additional restrictions

Chronic condition management and follow-up

• Which chronic conditions require a structured disease management pathway (diabetes with A1c targets, CHF with weight logs, COPD with spirometry triggers)? Options: Diabetes, Heart failure, Chronic obstructive pulmonary disease, Hypertension, Other
• How frequently should routine chronic care follow-ups occur for active management (e.g., diabetes quarterly A1c review, CHF monthly weight checks)? Options: Monthly, Quarterly, Every 6 months, By condition-specific protocol
• Specify the measurable targets you want tracked in ongoing care plans (A1c < target, BP < target, LDL reduction, 6-minute walk distance).
• Provide the source of home monitoring data we should accept for condition management (patient-entered logs, device uploads, pharmacy refill data). Options: Patient-entered logs, Device uploads, Pharmacy refill data, Lab results
• Identify who will own outreach for missed monitoring or abnormal trending (we handle outreach, you prefer family coordinator, shared responsibility). Options: We handle outreach, You provide family coordinator, Shared responsibility

Medication reconciliation and management

• Do you have a current master medication list from a pharmacy or previous provider we should import and reconcile during onboarding? Options: Yes — pharmacy medication list, Yes — provider med list, No — will collect at intake
• How often should formal medication reconciliation occur (on intake, after any hospital discharge, annually)? Options: On intake only, On intake + post-discharge, On intake + quarterly, Annually
• Which medication management services do you expect included (deprescribing review, prior authorization handling, e-prescribing controlled substances)? Options: Deprescribing review, Prior auth handling, E-prescribe controlled meds, Medication adherence counseling
• Indicate whether you require pillbox/device coordination or home medication administration plans documented in the care plan. Options: Yes — pillbox / device coordination, Yes — home administration plan, No
• Specify any pharmacy or specialty infusion vendors you prefer we work with for prescriptions and medication deliveries.

Specialist referral coordination and handoffs

• Which specialist types require expedited referral coordination (cardiology, oncology, orthopedics, neurosurgery)? Options: Cardiology, Oncology, Orthopedics, Neurosurgery, Other
• How much of the referral packet should we prepare and deliver to the specialist (consolidated medical summary, recent imaging DICOMs, medication list, care goals)? Options: Medical summary + meds, Include imaging DICOMs, Full consolidated packet, Minimal referral note
• Identify measurable handoff acceptance criteria for specialist coordination (specialist appointment scheduled within X days, written specialist report returned within Y days). Options: Appointment within 7 days, Appointment within 14 days, Specialist report within 7 days, Custom — specify below
• Provide a list of preferred or in-network specialists and clinics you want prioritized for referrals.
• Clarify how follow-up after the specialist visit should be handled (we schedule post-specialist review, you schedule, automatic alert to member). Options: We schedule post-specialist review, You schedule, Automatic alert to member

Order and review labs and imaging

• Which lab and imaging turnaround times do you require for routine vs urgent orders (routine CBC within 48 hours, urgent stat labs within 4 hours)? Options: Routine within 48 hours, Urgent within 4 hours, Next-day results, Other — specify below
• What imaging centers or labs do you prefer we use when ordering tests to ensure DICOM access and rapid report delivery?
• Specify the notification workflow you expect when critical labs or imaging results are returned (immediate phone call, secure message + action plan). Options: Immediate phone call, Secure message + action plan, Alert to member + PCP task, Other
• Describe any standing lab panels or preventive screening orders you want pre-authorized at onboarding (annual metabolic panel, lipid panel, cancer screenings).
• Indicate whether you require copies of original radiology images (DICOM) delivered to your secondary providers or family health coordinator. Options: Yes — provide DICOMs, No — radiology report only, Only on request

Annual comprehensive physical and personalized care plan

• Which specific assessments should the annual comprehensive physical include (ECG, cognitive testing, advanced lipid panel, bone density)? Options: ECG, Cognitive testing, Advanced lipid panel, Bone density, Other
• What format do you want for the personalized care plan deliverable (structured care plan PDF, problem-by-problem care map, shared calendar of follow-ups)? Options: Structured care plan PDF, Problem-by-problem care map, Shared follow-up calendar, All of the above
• Provide the acceptance criteria that will confirm the annual exam and care plan are complete and signed off (completed checklist, problem list updated, follow-up appointments scheduled). Options: Completed checklist, Problem list updated, Follow-ups scheduled, All required items above
• Estimate how many specific care-plan tasks you expect to be scheduled after the annual exam (medication changes, specialist referrals, diagnostic testing). Options: 0-2, 3-5, 6-10, 10+
• Indicate whether you want the annual care plan shared with designated family members or a health coordinator and in what format. Options: Share with designated family via portal, Share with health coordinator, Do not share, Share on request

Hospital and emergency care coordination

• Who are the primary hospital contacts and preferred hospitalists we should coordinate with for planned admissions or ED handoffs?
• When a member is admitted, what communication artifacts do you require at discharge (hospital discharge summary, medication reconciliation, follow-up appointments scheduled)? Options: Discharge summary, Medication reconciliation, Follow-up appointments scheduled, All of the above
• Name any hospitals or health systems where you prefer direct physician-to-hospitalist handoff and which require special authorization or paperwork.
• Specify the expected turnaround for post-discharge outreach from our team (contact on day 0, within 24 hours, within 72 hours). Options: Day 0 (same day), Within 24 hours, Within 72 hours, Other
• Highlight any out-of-scope items for inpatient care coordination we should document explicitly (specialist procedure performance, inpatient surgery scheduling, long-term skilled nursing care placement). Options: Specialist procedures (out of scope), Inpatient surgery scheduling (limited coordination), Skilled nursing placement (out of scope), None — full coordination desired

• Membership Agreement
• Fee Schedule & Order Form
• Membership Scope Addendum
• Payment Authorization
• Onboarding Commitment
• Access & Coordination Commitment
• Refund, Cancellation & Termination Policy
• Telehealth & Treatment Consent
• HIPAA Business Associate Addendum (BAA)

• Go-live Health Check
• First Outcomes Review
• Acceptance Gate Review
• Quarterly Ongoing Care Review

• Update the membership panel-size register and trigger a review if any physician's panel-size approaches the Membership Scope threshold.
• List any failed criteria with a clear remediation plan and timelines that close the loop before ongoing cadence.
• Confirm the evidence package is stored in the shared workspace for auditability.
• Publish the acceptance decision and the outcome dashboard showing pass/fail per Membership Scope criterion.
• Document remediation tasks for any failed criteria with milestone dates and expected measurement methods.
• Share the finalized evidence package for the acceptance decision in the shared workspace.
• Trend review for named metrics
• Confirm whether member satisfaction score and referral timing remain within acceptable variance of Membership Scope targets.
• Resolve or re-prioritize the top persistent issues and referral backlogs with clear action timelines.
• Monitor panel-size trends and record any membership adjustments required to maintain access guarantees.
• Maintain and publish the quarter's issue and referral backlog with status updates and expected closure dates.
• Implement agreed operational adjustments to scheduling or referral workflows and record pre/post measures.
• Re-confirm onboarding completion
• Onboarding tasks from Member Onboarding & Care Plan are confirmed complete or have documented remediation dates.
• Shared issue/referral channel is verified live and contact expectations are confirmed.
• All early blockers are identified with remediation tasks and target dates.
• Publish a short onboarding completion summary including any open items and target remediation dates.
• Enable or test the shared issue/referral channel and circulate contact instructions to the member and care team.
• Log identified blockers in the shared tracker and schedule follow-up on remediation progress before the First Outcomes Review.
• Present first outcome data
• Determine whether same-day or next-day appointment attainment rate and average visit length are on track toward targets recorded in Membership Scope.
• Agree a set of corrective actions with completion dates to address the top 1 to 3 root causes.
• Set the acceptance gate date and required evidence package for the acceptance meeting.
• Publish the first outcomes report that includes raw data, comparison to Membership Scope targets, and planned corrective actions with dates.
• Implement the agreed scheduling or triage adjustments and document before/after measures for the acceptance gate.
• Populate the referral tracking sheet with current open referrals and expected resolution dates to support diagnostic work.
• Restate acceptance criteria and numeric targets
• Produce a documented acceptance decision tied to the numeric targets recorded in Membership Scope.
• Verify shared channel and contact expectations
• Present outcome data against each criterion
• Diagnose gaps and root causes
• Open issues and referral backlog
• Agree corrective actions and timelines
• Early adoption signals and usage patterns
• Membership adjustments and panel-size monitoring
• Document acceptance decision
• Prioritize and time-box actions
• Agree remediation plan for any failed criteria
• Confirm timeline to the acceptance gate
• Blockers and immediate remediation