Our Take
The 90%+ satisfaction scores are notable, but the real test is whether this model survives when competitors copy the playbook at lower cost.
Why it matters
Primary care providers are scrambling to retain patients as retail health and direct-pay models fragment traditional practices. Multi-channel integration may become table stakes for independent practices within 18 months.
Do this week
Healthcare IT directors: audit your telehealth platform's clinic scheduling integration before Q2 planning cycles so you can pitch unified patient journeys to retain physician groups.
Arizona network scales to 75 locations with hybrid model
My Dr Now, a Southwest primary care network, expanded from a single clinic to 75 locations across Arizona and Texas by combining in-person visits, telehealth, and home care under one unified system. The company reports 15% annual patient growth, 500,000 annual visits, and over $100 million in revenue (all company-reported).
The model allows patients to start with virtual visits and transition to same-day clinic appointments or home care without losing continuity. Clinics operate 76 hours per week across seven days at retail locations. CEO and founder Dr. Payam Zamani reports 92% patient adherence rates and 74% preventive screening rates (company-reported), compared to unspecified state averages.
Patient satisfaction metrics include a 4.8-star average from 50,000+ reviews and a net promoter score above 89 (company-reported). The system uses Epic's integrated telehealth tools to maintain care coordination across all channels.
Multi-channel coordination addresses care access friction
The access problem My Dr Now targets is real: traditional primary care requires patients to coordinate separate appointments across disconnected systems, often weeks apart. When access barriers are high, patients delay preventive care and end up in emergency rooms for manageable conditions.
The company's approach addresses this by making all three care modalities available through the same care team and scheduling system. A patient can start a virtual consultation during a work break, get lab work done at a nearby clinic that evening, and receive follow-up care at home if needed, all without repeating intake processes.
My Dr Now plans to become "the nation's largest independently owned primary care group by 2027" (company statement), positioning this model as a scalable alternative to both traditional practice groups and retail health chains.
Integration complexity remains the key challenge
The model's success depends on seamless technology integration across telehealth platforms, clinic scheduling systems, and home care dispatch. Most healthcare IT systems are not built for this level of cross-channel coordination, particularly for independent practices without enterprise-scale technology budgets.
For practices considering similar models, the key technical requirement is a unified patient record system that can handle scheduling, billing, and clinical documentation across all three care channels. Epic's integrated telehealth tools provide this foundation for My Dr Now, but smaller practices may need to evaluate whether their current EHR can support multi-modal care coordination.
The operational challenge is maintaining consistent care quality across channels while managing the logistics of home visits and extended clinic hours. Success requires both technology integration and care team training for cross-channel patient handoffs.