Yesterday I had the pleasure of talking with Norm Wu, President and CEO of Qliance. Qliance is a start-up primary care concept in Seattle. I learned of them through twitter, and began communicating with Norm. We had a 30 minute conversation yesterday. These are my reflections. If I get anything wrong, Norm will let me know and I will correct my entry.
Direct primary care provide less costly retainer medicine. They charge around $50-$60 per month for primary care and full access. They do not accept any insurance; they do not bill any insurance; their members cannot bill insurance for repayment.
The physicians practice an average of 40 hours per week and follow 500-800 patients each. The office is open from 7 am to 7 pm Monday through Friday and 4 hours each on Saturday and Sunday. Obviously, if you need to see a physician outside their hours, you will see a partner. Each partner covers their fair share of weekends.
What do patients get for their monthly fee? First, they have easy access to their physician and their visits are not rushed. They can schedule telephone consultations. They have email access.
Three types of patients come to Qliance. First, working patients who choose Qliance along with high deductible catastrophic insurance. While we did not get into the details, my impression suggests that most patients save money with this combination. Medicare patients are willing to pay a fee for primary care access, even though Medicare does cover outpatient visits. Finding a physician who accepts Medicare is becoming increasingly difficult in this country, so patients are often willing to pay a monthly fee to have excellent access. It’s of course more than access – it’s about unhurried care and coordination of specialists and hospitals, the full medical home concept. Finally, Qliance reduces ~ 10% of their revenues with a combination who truly cannot afford the fees and those who receive discounts. They have provisions for temporary or permanent waving of fees.
Some of the physicians also coordinate hospital care and make hospital visits – that adds approximately $20 to the monthly fee. Otherwise, hospital care is coordinated through faxes and phone calls with the hospitalists.
Quoting from their web site:
Your monthly care fee covers the primary and preventive care services described on the Patient Services page of our website. However, at times your care may require durable medical supplies or third-party services that are not included. You may be asked to pay additional fees for items such as prescription medications, laboratory tests and outside services such as x-ray interpretation if needed. In all cases, incidental items are charged at or near our cost and their prices and relevance to your care are fully discussed with you in advance of being incurred.
If you have health insurance, you may choose to have your laboratory tests billed to your carrier as well as have prescriptions written to a pharmacy that accepts your plan.
I hope that I have described the program succinctly and clearly. I like the concept and now will give my impressions.
Since beginning this blog in 2002 I have expressed interest in alternate ways of funding primary care. The retainer movement has fascinated me, but for many patients the price made this option unrealistic. I like the cash only practices, because once you eschew insurance companies, your overhead and documentation requirements decrease dramatically. Qliance seems to combine the two concepts and provides a reasonable monthly fee (approximately $2 per day) for excellent access. The business model works because all the attention goes to patient care rather than billing and documentation. Thus the overhead decreases dramatically.
I like that Qliance does not bill insurance at all. When retainer practices also bill insurance I get the impression of greed. This model has conceptual purity – you pay for access and receive access.
I suspect that what Qliance has done is to create a financially viable patient centered medical home. The difference here is that with a smaller patient panel, the physician spends more time with patients – both in person and using phone and email contacts.
We should follow this experiment. Having enough time to devote to all ones patients improves physician satisfaction and patient satisfaction.
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9 Responses to Direct primary care – an interview
jsmith
August 21st, 2009 at 4:38 pm
700 dollars per pt per year times 600 pts equals 420000 dollars per year. What the overhead? If 50% or less, sign me up and get me out of this lousy job!
Bohdan A. Oryshkevich, MD, MPH
August 21st, 2009 at 6:16 pm
I am wondering what license, state insurance, and what malpractice implications such a practice has. Clearly such a plan does not cover prescriptions.
This concept also shows how much the insurance companies cost in terms of paper work, bureaucracy, and middlemanship, etc.
This does make sense with reference to a high deductible plan since by being a sound adviser to the patient you seem to save the patient money. This depends whether or not the patient trusts you to make the cost-effective decisions and is willing to forgo the tests you might avoid.
For the patient who needs hospitalization it may be a gamble that results in exorbitant costs. Just think of a patient with a $10,000 or $20,000 deductible.
On the other hand it does not solve the problems of society, lack of insurance for the uninsured, equity, etc.
It shows how we cannot solve health access from the point of society so we find individual solutions. Other societies are able to come up with societal solutions that are good and the top up additions (private care) are marginal to the system. Here it is only individualistic solutions that work. Since they do not work societally, they solve fewer problems.
Bohdan A. Oryshkevich, MD, MPH
jb
August 22nd, 2009 at 8:18 am
Dr Ory-
Your approach provides insight into how and why we are in the current mess. Qliance may or may not work, but it straightforrwardly states what it is and what it does, and you criticize it because “it does not solve the problems of society, lack of insurance for the uninsured, equity, etc.” It doesn’t rejuvenate wilted lettuce or hit the 3-pointer either. Do you really mean to imply that it’s not a concept worth trying because of these alleged deficiencies?
In medicine we have gone so far away from the concept of one person solving one problem at a time that we have painted ourselves into a corner where whatever we come up with has to solve every problem every time in every circumstance. That’s how we get thousand page health care bills in Congress that nobody has read, but everybody feels strongly about. I don’t know what specialty you practice, but in my field (surgery) I could see easily 50% more patients and do 50% more procedures if I did not have to comply with the hundreds of governments and insurance and JCAHO policies, rules, and regulations that affect what I do in literally every patients encounter. My office staff could be cut in half. My colleagues in primary care specialties agree, except that with their higher volume of patients their percentage is higher, sometimes up to 70%. Our compliance with these regulations is so ingrained that we would have to force ourselves to not comply- we would somehow feel a bit naughty if we did not hit all the bullets on the ROS when dealing with a straightforward problem, but after a while we would learn that sometimes simple problems can be resolved with one or 3 lines in the chart, and without recounting every items discussed in detail in the note.
Once, just once, I would be delighted to have someone propose a solution that requires fewer regulations, contains fewer requirements and mandates, and has more freedom of action for the doctor and patient. Qliance seems to be a move in that direction- note that it is a start-up, not a government or “not-for-profit” project. I wish them the best. I would be delighted to serve as one of their surgical consultants on the same terms- minimal documentation, cash up front, what I do dictated by the needs of the patient, not the insurance co or govt functionary. If only…
rbalboajrmd
August 22nd, 2009 at 9:58 am
Qliance is a forward-thinking, brave bunch. This model is the ONLY way primary can make a comeback.
The medical-industrial complex does not value our services. They view primary care as a cog for referral to expensive, profitable ancillary services/ procedures/ specialists. All driven by the specialty-dominated RUC powered by the corporate-run, AMA-owned CPT codes. We are their villains.
Our value is our vast general knowledge base, superior communication skills, and TIME spent directly with patients.
We are a threat to their bottom line, which is order more, do more, scope more, cut more.
We have allowed ourselves (via extremely poor leadeship) into an ugly corner of high patient volume, the equivalent of sending a surgeon into the o.r. without a scalpel or anesthesia, a gastroenterologist into their surgicenter without scopes… you get my drift.
In addition to the excellent Qliance leadership, other true leaders such as Gordon Moore’s Ideal Medical Practice movement, Jay Parkinson’s HelloHealth/MYCA startup, SIMPD, and Dan Palestrant’s SERMO are moving forward from a bottom-up disruptive approach.
We are still in the early adoption phase. If we are smart and unified we will reach critical mass and then the tipping point…
Transforming the current non-transparent, profit-driven, medical-industrial non-system requires action and leadership amongst frontline, grassroots PRACTICING physicians.
Politicians, lobbyists, policymakers, the AMA, CEOs, managers, administrators, etc are guaranteed to FAIL any meaningful healthcare reform.
Transforming healthcare delivery will be the biggest public health breakthrough this century. This will only happen from a patient-centered, current-practicing-direct-patient-care-physician-led bottom-up approach.
#1 Dinosaur
August 22nd, 2009 at 11:29 am
I like this model a lot, with my only reservations being about how to adapt it for a solo practice. I suppose if enough practices adopted it nation-wide, it could form a functional network “off the grid”.
My only quibble is that eschewing insurances won’t really cut documentation costs all that much. Even though you don’t have to document to be paid, you still have to document against liability. Just because you don’t take insurance doesn’t mean you won’t get sued.
Regarding the hassle factor: you may get out from under the thumb of third parties for payment, but they’ll still get you for all the prescription stuff (formularies and step therapy), plus precert for studies and imaging.
Still, I agree this is the direction we should be heading.
jb
August 23rd, 2009 at 9:58 am
Dino-
I do not see why this could not be used for primary care solo practices. Make it clear to all (as Qliance does) exactly what the practice does and does not do, what the policies are (not just financial but with respect to appointments, refills, how/when to get in touch with the doctor or nurse, etc.).
I think that the documentation issue will actually help with fending off liability- the doc can concentrate on documenting clinically relevant information, not on worrying about “do I have the HEENT bullet covered” when trying to goose an ankle sprain visit up to the 99213 level. It’s also a short leap from no insurance to going bare (no malpractice insurance) in many states. Just make sure patients are notified (sign in waiting room and/or registration process) that if they of a mind to sue if things go south, they should take their business elsewhere, as this doc has no resources to go after. (Protecting assets is a must for all docs anywhere in any state anyway- see your attorney). That will weed out the litigious from the get-go. The malpractice premiums not paid go right to the practice bottom line, allowing lower prices for office visits and more take home for the doc.
For the hassle factor- charge for it. Most of your patients will be uninsured anyway, but for those who want/need to submit forms, charge $5-10 per page of forms to fill out. As you get busier, you may need to hire a person to do this, but she will be a profit center, not a dead loss of revenue as it is now. Remember, you are not the one who signed the contract with the insurance company. If the company requires a form to be filed out, it’s not your responsibility to provide that.
solo dr
August 23rd, 2009 at 8:13 pm
Most practices charge for FMLA and disability forms. Why not start charging for prior authorization forms for meds and procedures, telephone calls from patients, and other work? The answer is most insurance companies and Medicare bundle these paperwork and telephone codes into the office visit code. Even blood draws and simple urinalysis are being bundled into E&M codes with no increased reimbursement by about half the insurance companies for the average $55 office visit for an established patient.
A large city exists about 25 minutes from my practice. Some primary care city doctors charge each patient a retainer fee of $50-$70 a month just to be part of the practice, since there is a nationwide shortage of primary care doctors. Office visits for new patients are an hour and cost $200 minimum, and 20 minute established visits are an additional $100 per visit. A receipt is given with the billing codes so that the patient can file a claim with the insurance company and deal with denial hassles. The Monthly fee gives the person 24 hour access to the doctor, but after hours fees for called in meds are added. Most services are a-la-cart. This does select out a wealthier patient population. Currently the after hours care by phone and paperwork prior authorizations are done for free on insured and Medicare patients. Until doctors learn the value of their services and that doctors can exist without insurance companies but insurance companies cannot exist without doctors, the fees for insured patients will continue to be sub par and insurance companies will continue to reap the high premiums while throwing a few old bones to each doctor.
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