Over the past two years, we’ve started rolling out primary care to Carbon Health patients. Our approach to omnichannel care means you should be able to have a laceration looked at, get your labs or other primary care needs taken care of, and enroll in a chronic care program for something like diabetes or hypertension — all with the same healthcare team. Historically, our clinic staff, approach, and software were really fine-tuned to serve acute care use cases. As we grow our primary care service, we’re changing that.
One material difference between primary care and urgent care is the nature of the relationship with the provider. While urgent care is typically an immediate need, you’ll ideally spend years partnering with a primary care provider (PCP) on your care — you’re unlikely to just walk into a clinic and see the first available person. So we’re making it possible to choose your PCP in the patient app. As a first step, we’re putting the choice front and center for all patients. We’re also making it easy to search by whatever criteria matter to you: location, distance, language, and more.
We also make it obvious how soon a PCP has availability. This makes it easy to tell how soon you’ll be seen, before you choose the PCP. We also make it really easy to book time with a provider, and to remove the provider that you selected.
We currently have 40 PCPs, all based in Northern and Southern California. More will join this year, and in more states. Our care model is structured around a care team — a multidisciplinary team of medical professionals who collaborate on your care. At Carbon Health, the patient’s PCP leads their primary care team and serves as the patient’s key advocate and guide. In addition, the patient’s care team consists of the core care team for longitudinal care, the extended care team for immediate access, the chronic care team for condition-specific programs, and the extended support team for coordinating care and driving gap closure. The care team collaborates closely to address all the patient’s needs, with each member playing a role depending on the touchpoint and moment of care. Over time, we’ll pull the other members of your care team into view and surface how they’re interacting with each other, and with you.
These changes are part of our ongoing evolution toward omnichannel care. There’s more to come. As always, please send questions or feedback here.