A Quick Health Snapshot — Tell Me About You

• Briefly, what prompted you to explore concierge medicine right now?
• Which phrase best describes your current life stage and primary role? Options: Executive with frequent travel, High-net-worth individual/family, Retiree with chronic conditions, Family office health coordinator, Other
• How is your current primary care set up? Options: Traditional insurance-based PCP, Concierge or hybrid practice, No regular primary care, Specialist-led care, Other
• How satisfied are you with the length and continuity of your typical primary care visits? Options: Very satisfied, Somewhat satisfied, Neutral, Somewhat dissatisfied, Very dissatisfied
• How often do you visit a doctor for non-emergency concerns (in-person or virtual)? Options: Weekly, Monthly, Every few months, Once or twice a year, Less than once a year
• What is the single most frustrating thing about your current care experience?

When a Health Scare Changes Everything

• Think of the last time you or someone close to you faced a frightening health moment—what did you most wish your doctor had done differently?
• Tell me briefly what happened, including how quickly symptoms appeared and the timeline from first concern to resolution.
• How quickly were you able to get medical attention when that happened? Options: Immediate (within hours), Same day, 1–3 days, One week+, Couldn't get timely care
• What were the real-world consequences of that experience (missed work, ER visit, prolonged recovery, diagnostic delay, relationship strain, other)? Options: Missed work, Emergency department visit, Hospitalization, Delayed diagnosis, Prolonged recovery, Family/caregiver burden, Other
• How did that episode change how you think about your current physician or care system? Options: Eroded trust, Motivated change, Raised questions but manageable, No change, Other

Access That Actually Feels Like Security

• If reaching a clinician reliably took minutes instead of days, how would that change your stress, schedule, or sense of safety?
• Which barriers most often keep you from getting timely care today? Options: Long wait times for appointments, Short rushed visits, Difficult messaging/phone access, No after-hours support, Lack of continuity, Other
• For urgent but non-emergency concerns, what response time would feel acceptable to you? Options: Immediate (under 30 minutes), Within 1–2 hours, Same day, Next business day, Within 48–72 hours
• Which access channels are most important to you right now? Options: Direct phone call, Text messaging, Secure email, Video visit, In-person same-day appointment, Concierge app/dashboard
• Recall a time when delayed access caused real harm or near-harm—what happened and how did it feel?

Who Holds the Keys — People & Processes Behind Decisions

• Who would need to be convinced for you to join a membership, and what would their main objection likely be?
• Which people or roles influence healthcare decisions for you? Options: Spouse/partner, Adult child/caregiver, Family office manager, Personal assistant/EA, Financial advisor, Legal advisor, Other
• Do you have privacy or confidentiality requirements (billing, medical records, household visibility) we should know about? Options: Strict confidentiality required, Prefer partial privacy, No special requirements, Other
• Do you use a care coordinator, family office, or assistant to manage appointments and paperwork? Options: Yes, a family office coordinator, Yes, a personal assistant/EA, Yes, a medical coordinator, No, I manage it myself, Other
• How would you like us to communicate with your support team (if at all)? Options: Directly with coordinator/EA, Only with approved family members, No third-party communication, As needed with permission, Other

The Role You Want Your Doctor to Play

• Do you expect your concierge physician to be a specialist in specific conditions or the quarterback who coordinates all specialty care? Options: Primary quarterback/advocate, Mix of both depending on situation, Prefer specialist referrals only, Unclear—want to discuss
• Which specialist-level activities do you expect your physician to handle directly? Options: Direct specialist referrals, Urgent specialist coordination, Intervening with hospital teams, Interpreting specialist reports, Arranging second opinions, None of the above
• How do you feel about physicians recommending specialists outside a small preferred network for better quality or speed? Options: Strongly prefer unrestricted recommendations, Prefer within trusted network only, Open if high-quality & vetted, Unsure—want to discuss
• Tell me about a time specialist coordination worked really well or broke down—what was the outcome and why did it matter?
• How hands-on do you want the physician to be managing chronic conditions (medication management, frequent touchpoints, lifestyle coaching)? Options: Very hands-on (regular check-ins), Moderately hands-on (scheduled reviews), As-needed only, Prefer specialist to manage

The Money Question — Value, Not Just Price

• If the membership cost about the price of an annual domestic trip per year, would you still consider it? Options: Yes—if access is guaranteed, Maybe—depends on specifics, Unlikely, No
• Which annual membership range feels comfortable to you today? Options: Under $3,000, $3,000–$7,500, $7,500–$15,000, $15,000–$30,000, Above $30,000, Undecided
• Have you previously paid retainers or membership fees for personal services (medicine, security, advisory)? Options: Yes, currently, Yes, in past, No
• How long would you expect to try the service before deciding it delivers enough value to keep paying? Options: 30 days, 90 days, 6 months, 1 year, Unsure
• What would make you feel the membership is not delivering value and consider canceling?

Clear Signals We Are Succeeding — What Matters to You

• If you recommended this service to a friend, what one result would you highlight as the reason to join?
• Which of the following measurable outcomes would you track to judge success? Options: Response time to urgent messages, Number of same-day appointments available, Reduced ER visits/hospitalizations, Faster specialist appointments, Medication optimization, Quality-of-life improvements
• What target response time or appointment availability would make you celebrate the membership? Options: Under 30 minutes for urgent, Within 2 hours for urgent, Same-day in-person for urgent, Next-day for routine concerns
• How would you like to receive updates on progress—monthly summary, real-time messages, quarterly review, or ad-hoc when important? Options: Real-time messages, Weekly check-ins, Monthly summary, Quarterly review, Ad-hoc on issues only
• Are there personal goals (travel readiness, longevity, cognitive health, performance) you want us to measure and report on?

Practical Boundaries — Let's Get Real About Limits

• If you could write one non-negotiable clause into the membership agreement, what would it be?
• Which of these should be explicitly included in membership guarantees? Options: Same-day or next-day appointments, After-hours phone/text access, 30–60 minute visits, Specialist scheduling assistance, Home or hotel visits for urgent needs, Annual comprehensive exam
• What boundaries should we set around specialist-level interventions we cannot provide directly (e.g., surgeries, advanced procedures)?
• How would you prefer us to handle interactions that involve insurance (billing, referrals, prior authorizations)? Options: We coordinate and you use insurance normally, We minimize insurance interactions and handle out-of-pocket, Hybrid—use insurance when appropriate, Prefer no insurance involvement
• What cancellation, pause, or refund policies feel fair to you if expectations aren’t met? Options: Monthly pro-rata refunds, 90-day satisfaction guarantee, No refund but option to pause, Other

Deciding Together — Timing, Next Steps, and Commitments

• What is the single unresolved concern that would keep you from saying 'yes' today?
• When do you realistically plan to make a decision about joining? Options: Immediately, Within 2 weeks, Within 1 month, Within 3 months, Undecided
• Who should be on the enrollment/onboarding call to finalize terms (self, spouse, assistant, family office, advisor)? Options: Self, Spouse/partner, Adult child/caregiver, Personal assistant/EA, Family office representative, Financial/legal advisor
• What remaining information or documentation would help you feel ready to proceed?
• Would you be open to a 2–4 week onboarding that includes intake exams, a comprehensive history review, a personalized care plan, and introductions to the care team? Options: Yes, eager to start, Yes, but need scheduling flexibility, Maybe—need more details, No
• What start-date window would work best for you if you decided to enroll? Options: Within 1 week, Within 2 weeks, Within 1 month, 2+ months, Undecided

• Solution Experience Prep: Current State & Consequence Alignment
• Scenario Walkthrough — Acute Health Scare (Diagnosis → Proof → Validation)
• Scenario Walkthrough — Complex Chronic Coordination (Diagnosis → Proof → Validation)
• Scenario Walkthrough — Executive Scheduling & Access (Diagnosis → Proof → Validation)
• Consolidation & Validation: Confirm Future State, Proofs, and Next Steps

• Seller documents the response-time SLA and backup coverage policy for inclusion in the scope proposal.
• Agree on a small set of measurable KPIs to track chronic care success (e.g., med reconciliation accuracy, ER visits avoided).
• Confirm coordination boundaries and how insurance/specialist interactions will be managed.
• Secure approval to draft the personalized chronic-care plan for onboarding.
• Seller creates a personalized chronic-care coordination plan including roles, timelines, and KPIs.
• Customer supplies latest specialist notes, test results, and full medication list.
• Seller identifies preferred local specialists and outlines referral criteria and expected timelines.
• Agree on cadence for KPI review (monthly/quarterly) and who will receive reports.
• Confirm Executive Calendar Constraints
• Demonstrate that the concierge model meets the executive's scheduling constraints and access expectations under realistic conditions.
• Validate response-time SLA and backup coverage procedures with the customer and their assistant.
• Confirm administrative protocols (assistant booking privileges, notifications) and any required consents.
• Tie the access proofs directly back to the customer's stated consequence metrics (time saved, avoided disruption).
• Customer provides assistant contact details and confirms preferred booking/notification workflow.
• Introductions & Objectives
• Set up a one-week trial of the secure communication channel (secure text/phone) to validate responsiveness.
• Seller shares anonymized executive-case timelines that match the customer's travel profile.
• One-sentence Recap: Current State → Consequence → Future State
• Obtain explicit customer validation that the demonstrated future state resolves their primary consequences.
• Identify and document any remaining objections or boundary conditions that must be addressed before a commercial decision.
• Secure commitment to the next concrete step (scope review, pricing meeting, or decision timeline).
• Ensure all proofs and artifacts are collected and ready to be included in the formal proposal and onboarding plan.
• Seller prepares a consolidated proof pack (run-books, coordination plan, SLA, anonymized case studies) for the proposal.
• Seller drafts a high-level scope document and proposed membership structure for the Scope & Pricing meeting.
• Schedule the Scope & Mutual Commit meeting and assign pre-read deliverables and attendees.
• Customer lists any final concerns or decision criteria that must be met for approval.
• Produce an agreed, one-sentence current-state statement that is specific and testable.
• Document explicit consequences with at least one measurable metric (time/cost/risk).
• Agree a one-sentence future-state outcome in operational terms (not features).
• Identify and assign the concrete artifacts (records, calendars, examples) needed for scenario proof.
• Customer provides 1–3 real scenarios (medical event, chronic coordination case, executive calendar conflict) with dates and relevant notes.
• Customer shares recent specialist/ER notes, medication list, and any billing/insurance friction examples.
• Customer or assistant supplies typical calendar constraints and travel schedule samples.
• Seller prepares anonymized similar-case data and timelines to use as comparative proof points.
• Recap Agreed Current State & Consequences
• Demonstrate a clear, time-bound improvement in time-to-assessment and specialist access for the acute scenario.
• Validate that the proposed run-book directly addresses the customer's stated consequence metrics.
• Obtain explicit customer confirmation or specific requested changes to the run-book.
• Agree any consent or contact authorizations needed to operationalize the run-book.
• Seller drafts a finalized time-sequenced run-book incorporating customer edits and distributes it for sign-off.
• Seller shares two anonymized case studies with comparable metrics to reinforce proof.
• Customer confirms preferred communication channels and emergency contact authorizations.
• If needed, customer provides missing clinical records for the scenario to refine the run-book.
• Recap Chronic Case Profile & Pain Points
• Validate that the concierge coordination plan closes the customer's top chronic-care gaps.
• Customer Describes the Acute Scenario
• One-sentence Current State
• Review Proofs from Each Scenario
• Show Scheduling Model & SLAs
• Map Current Care Pathway
• Map Each Proof Back to the Problem
• Time-sequenced Concierge Response Run-book
• Simulated Booking & Escalation Exercise
• Quantify Consequences
• Concierge Coordination Plan
• Define One-sentence Future State
• Proof Points: Response Times & Coverage Examples
• Proof: Expected Outcomes & Comparative Metrics
• Proof Points & Evidence
• Validation Checkpoint

• Same-Day In-Person Visit
• Extended 60-Minute Office Visit
• Urgent Telemedicine Visit
• Direct Physician Phone/Text/Email Access
• Home/Residential House Call
• Medication Refill and Prior Authorization
• Prescription Delivery and Pharmacy Liaison
• Specialist Record Transfer and Physician Communication
• Post-Hospital Discharge Follow-Up Visit
• Order and Review Laboratory and Imaging Results
• In-Clinic Procedures (EKG, Joint Injection, Skin Biopsy)
• Vaccination and Travel Medicine Administration
• Chronic Disease Management Follow-Up Visits

Same-Day In-Person Visit

• Do you want same-day in-person visits as part of the membership? Options: Yes, No
• Which days/times should same-day in-person availability cover? Options: Weekday business hours, Early morning (before 8am), Evenings (after 5pm), Weekends, On-call 24/7
• What is your target response time SLA for same-day in-person visit requests? Options: Within 2 hours, Within 4 hours, Same day by end of day, Next business day, Custom
• What visit types should be eligible for same-day in-person (select all that apply)? Options: Acute illness, Injury/wound care, Post-op complication, Urgent medication issue, Routine problem requiring quick evaluation
• Do you require a maximum daily or weekly capacity per physician for same-day slots? Options: Yes, No
• If yes, specify capacity limits or ranges (e.g., X same-day slots per physician per day).
• Are there physical location requirements or constraints for same-day visits (e.g., on-site clinic only, partner clinic access)? Options: Clinic only, Clinic + satellite sites, Partner urgent care access allowed, Home visit escalation allowed

Extended 60-Minute Office Visit

• Should extended 60-minute visits be included as a standard entitlement or on-demand upgrade? Options: Standard included, Available as paid upgrade, Limited number included annually
• How many extended visits per member per year should be included (if any)? Options: 0 (none), 1-2, 3-4, 5+
• Which visit purposes should qualify for a 60-minute visit (e.g., complex chronic review, multi-problem visit)? Options: Comprehensive annual review, Complex chronic care planning, Multi-system complaints, Care coordination visit with multiple specialists
• Do extended visits require pre-authorization or triage approval from the physician/clinic? Options: Yes, No
• Should extended visits include built-in multidisciplinary time (e.g., pharmacist, behavioral health), and if so which disciplines? Options: None, Pharmacist, Behavioral health, Care manager, Nutritionist
• Are there scheduling windows or blackout periods for extended visits (e.g., only weekdays, no same-day)? Options: Weekdays only, Weekdays + evenings, Weekends allowed, Same-day if availability
• If extended visits are limited, describe priority criteria for allocation (e.g., new members, complex cases).

Urgent Telemedicine Visit

• Should urgent telemedicine visits be included as part of base membership? Options: Yes, No, Limited number included
• What response-time expectation should we guarantee for urgent telemedicine requests? Options: Within 15 minutes, Within 30 minutes, Within 1 hour, Within 4 hours
• Which clinical presentations should be eligible for urgent telemedicine (e.g., minor infections, medication-related issues)? Options: Minor respiratory symptoms, Skin rashes, Medication side effects, Acute mental health concerns, Post-op concerns
• Do you want video and audio both supported, or audio-only acceptable for urgent telemedicine? Options: Video + audio required, Audio-only acceptable, Either depending on patient preference
• Should urgent telemedicine visits include e-prescribing and remote diagnostic orders (lab/imaging)? Options: Yes, No, Limited (e.g., only labs)
• Are there geographic or licensing restrictions we should enforce for telemedicine (state/country limits)? Options: Yes, No
• If yes, list jurisdictions where telemedicine should be available or restricted.

Direct Physician Phone/Text/Email Access

• Which direct access channels should be provided to members? Options: Phone calls, Secure text/SMS, Secure email/portal messaging, All of the above
• What guaranteed initial response time should be promised for non-urgent messages? Options: Within 30 minutes, Within 2 hours, Within 24 hours, Next business day
• What response-time SLA should apply to urgent messages on these channels? Options: Within 15 minutes, Within 30 minutes, Within 1 hour
• Should there be defined boundaries for physician-managed messaging (example: no messaging after-hours, triage to care team)? Options: Physician responds directly, Triage by care team with physician oversight, After-hours triage only, physician on-call for escalations
• Are there topics that should be excluded from direct messaging and routed elsewhere (e.g., billing, scheduling)? Options: Billing, Scheduling, Pharmacy issues, Specialist scheduling
• Do you want logging and audit trails for all physician communications for compliance? Options: Yes, No
• If members misuse direct access (excessive non-clinical messaging), what enforcement or limits should apply? Options: Warning then suspension, Per-message surcharge, Limit number of messages per month, No enforcement

Home/Residential House Call

• Should house calls be offered as part of membership or as an add-on service? Options: Included, Paid add-on, Limited number included annually
• Which scenarios should trigger eligibility for a house call (e.g., mobility-limited, acute severe symptoms)? Options: Mobility-limited patients, Post-discharge check, Acute severe symptoms, Palliative care visits
• What geographic radius should be covered for house calls? Options: Within 10 miles, Within 25 miles, Within same county, Regional / custom
• What advance notice or scheduling window is acceptable for house calls? Options: Same-day, 24 hours, 48-72 hours, Scheduled only
• Are there staffing or safety requirements for house calls (e.g., team of two, security escort)? Options: Standard single clinician, Clinician + nurse, Security/escort required, Tele-support only
• What services should be deliverable during a house call (e.g., wound care, point-of-care testing, injections)? Options: Wound care, Point-of-care labs, Injections, IV fluids/infusions
• Any insurance or billing restrictions the team should be aware of for home visits?

Medication Refill and Prior Authorization

• Should routine medication refills be handled as part of membership? Options: Yes, unlimited, Yes, limited per year, No, separate fee
• Do you want the practice to proactively manage controlled-substance renewals, and if so what controls are required? Options: Manage with standard protocols, Require in-person visit for controls, Do not manage controlled substances
• Should prior authorization (PA) work be handled entirely by the clinic on behalf of members? Options: Yes, full PA service, Partial (clinic prepares docs, member/insurer submits), No, member handles PA
• What target turnaround time should be set for routine refill requests? Options: Within 2 hours, Within 24 hours, Within 48 hours, Next business day
• Do you want automated refill reminders and reconciliation (med list review) included? Options: Yes, No
• Are there formulary or specialty pharmacy constraints the clinic should know (e.g., specialty meds, required distributor)?
• Should tracking metrics for refill/PAs be reported (turnaround time, approval rate)? Options: Yes, No

Prescription Delivery and Pharmacy Liaison

• Do you require a prescription delivery service to patients' homes? Options: Yes, No, Optional add-on
• Which pharmacy liaison activities should the practice perform? Options: Coordinate specialty pharmacy, Resolve insurance denials, Identify lower-cost alternatives, Coordinate mail-order refills
• Should prescription delivery be same-day, next-day, or standard mail? Options: Same-day, Next-day, 2-5 business days, Patient choice
• Are there controlled or refrigerated medications to be managed differently for delivery? Options: Yes, No
• Will you require integration with specific pharmacy partners or networks? Options: Yes, No
• Should the clinic reconcile delivered medications with the medication list and notify the patient of changes? Options: Yes, No
• If delivery is offered, who bears the delivery cost (member, practice, insurer)? Options: Member pays, Practice subsidizes, Covered by insurer, Hybrid

Specialist Record Transfer and Physician Communication

• Should the practice proactively obtain specialist records and imaging prior to consultations? Options: Yes, always, Yes, on request, No, member provides
• Do you want the concierge physician to directly communicate with specialists on the member's behalf? Options: Yes, documented communication, Only for complex cases, No, specialist communicates directly with member
• What turnaround time should be targeted for fetching and uploading external records? Options: Within 24 hours, 48-72 hours, Within one week, As available
• Are there specific consenting or HIPAA processes the team must follow to access external records? Options: Standard medical release, Additional legal consent required, No special consent
• Should records be summarized and routed to the member's primary concierge physician with key action items? Options: Yes, No
• Do you want alerts when new specialist notes or imaging arrive for a member? Options: Yes, No
• Are there limits on specialist outreach (e.g., only within defined specialist network)? Options: Any specialist, Preferred network only, By approval

Post-Hospital Discharge Follow-Up Visit

• Will a post-discharge follow-up visit be included automatically after any hospitalization? Options: Yes, within 48 hours, Yes, within 7 days, Optional by request, Not included
• What is the target timing for initial post-discharge contact (phone or visit)? Options: Within 24 hours, Within 48 hours, Within 72 hours, Within 7 days
• Should the follow-up include medication reconciliation and bedside (or home) visit when indicated? Options: Medication reconciliation only, Home/bedside visit if needed, Mandatory home visit for complex discharges
• Who should coordinate with the discharging hospital team for discharge summaries and orders? Options: Concierge physician, Care manager, Assigned nurse, Patient/family

• Membership Agreement
• Statement of Work (SOW)
• Cancellation & Renewal Policy
• Payment & Billing Authorization
• Service Level Commitments
• Scope & Limitations of Care
• Insurance Coordination & Claims Policy
• HIPAA & Data Sharing Consent
• Delegated Access & Proxy Authorization
• Add-Ons, Third-Party Services & Fees
• Trial Period & Satisfaction Guarantee
• Termination & Transition Plan

• Quarterly Success Review
• Access & Panel Integrity Check
• Issue Triage & Enhancement Planning
• Care Coordination Sync — Specialist & Referral Status
• Membership Value & Renewal Review

• Define measurable referral KPIs and a cadence to monitor improvement.
• Intake Review
• Ensure high-impact member issues are assigned owners and have clear timelines.
• Move quick wins to execution within a short timeframe and schedule pilots for larger improvements.
• Keep the shared channel as the single source of truth for issue status and communications.
• Assign product/process owner and milestones for top 3 prioritized items.
• Create implementation tickets for quick wins and set completion targets within 10 business days.
• Notify affected members of planned fixes or pilots via the shared channel within 48 hours.
• Open Referrals Review
• Clear or escalate stalled referrals and reduce specialist lead time for urgent cases.
• Agree on operational boundaries for concierge vs specialist responsibilities to manage expectations.
• Welcome & Objectives
• Care coordinator to escalate top 3 stalled referrals to named specialist contacts and report resolution within 7 days.
• Clinical lead to publish clarified referral boundary guidelines and insurance handling rules.
• Analytics to add referral velocity metric to the shared dashboard and threshold alerts.
• Recap Member Success Signals
• Ensure the member understands demonstrated value relative to their success signals and whether those were met.
• Resolve renewal decision or schedule a defined next-step timeline (renew, adjust, or exit).
• Document any negotiated changes to membership terms and communicate them to ops/staff.
• Prepare and send renewal agreement or alternative plan within 3 business days based on the meeting decision.
• If concerns remain, owner to run a 30-day remediation plan with weekly updates in the shared channel.
• Ops to update member account and billing per agreed renewal terms or termination plan.
• Confirm which success signals are met, partially met, or unmet for the member cohort.
• Quantify consequences for unmet signals and prioritize remedial actions.
• Assign owners and timelines for fixes and commit to updates via the shared channel.
• Owner(s) to investigate root causes for top 2 unmet success signals and deliver findings within 10 business days.
• Care team to update individual member care plans for any members affected by identified gaps.
• Publish the quarter’s summary metrics and agreed actions to the shared channel within 3 business days.
• Opening & Scope
• Determine if current access and panel metrics meet the membership promise.
• Decide immediate capacity adjustments and medium-term resource plans to protect access guarantees.
• Establish ongoing monitoring cadence and escalation thresholds for panel integrity risks.
• Ops lead to implement agreed scheduling rule changes and report 14-day impact.
• People lead to present recruitment/locum plan and timeline within 15 business days.
• Analytics to publish weekly access dashboard to the shared channel and flag breaches automatically.
• Outcomes & Satisfaction Summary
• Escalations & Consequences
• Current State Snapshot
• Data Presentation
• Impact & Effort Scoring
• Success Signals Validation
• Gap Discussion & Mitigation
• Prioritization & Decisioning
• Process & Boundary Decisions
• Consequence Review
• Member Stories & Evidence
• Capacity Options & Decisions
• Renewal Options & Terms
• Action Plan & Owner Confirmations
• Implementation Plan & Communication
• Decision & Next Steps
• Gaps, Consequences & Prioritization
• Close & Documentation
• Monitoring & Escalation Plan
• Follow-up & Metrics
• Decisions & Next Steps