At One Medical, our highest priority is our patients’ health, well-being and safety. The relationship between a provider and a patient is built on trust, and we do not take this responsibility lightly.

One Medical was founded to deliver a better primary care experience – one designed around patients’ needs that provides a higher level of quality, service and access. Today, nearly 17 years later, we maintain the same mission: to make getting quality care more affordable, accessible, and enjoyable through a blend of human-centered design, technology, and an exceptional team.

One Medical strives to set the standard for high-quality care, and our rigorous safety program, culture of continuous improvement, integrated care teams, and 24/7 on-demand access to virtual medical care enable us to produce outstanding health outcomes for our patients.

Rigorous safety program

At the heart of One Medical’s patient safety program is our culture of safety. This means that all One Medical employees consider patient safety to be a top priority and responsibility. Our teams are encouraged to report potential safety concerns of all levels, from near misses to more serious events, and to provide suggestions to improve our care delivery. Our safety event reporting system protects the privacy of team members who report potential safety concerns, and these reports are reviewed and addressed by our designated Patient Safety Team on a daily basis. This team of deeply experienced clinical and quality leaders take a disciplined systems-based approach to reviewing concerns, identifying root causes and applying real-time problem solving when appropriate. Findings from safety reports are shared with team members and providers, and interventions, whether related to additional training or system improvements are implemented as needed. Further, safety reports are the first topics we review in our weekly clinical and operational review meetings, as we believe that safety is the most important metric we can measure and that ensuring safety is everyone’s responsibility. An equal emphasis on near misses allows us to improve our systems proactively to prevent potential safety issues.

Culture of continuous improvement

We believe exceptional care creates trust, and trusting relationships between patients and their care teams lead to the best outcomes. Continuously striving to deliver better experiences for our patients is core to our ethos, and we have several mechanisms in place to consistently identify and act on opportunities for improvement. Below are some of the practices that are fundamental to sustaining our culture of patient safety, clinical quality, and continuous improvement:

• Daily care team huddles: Care teams meet each day to go over performance metrics measuring patient experience, access to care, and quality of care. This standardized approach is designed to empower teams to solve problems for patients in real-time, and to communicate critical, timely information up and down the organization. For our Senior Health care teams, who manage patients with complex health issues, this daily huddle also provides an opportunity to go over any needs for follow-up care or check-in on patients who may have been hospitalized or visited an emergency room.
• Daily review of patient feedback: Clinical and operations leaders review patient feedback daily, including tracking post-visit survey results and reviewing comments. Additionally, we follow-up with members who reach out with concerns to learn where and how we might improve. We take feedback seriously and follow up with internal teams to ensure we continually deliver a superior and safe care experience.
• Quality & experience rounds: Each month, corporate team members from across One Medical leadership visit our care offices, or shadow our virtual care or centralized support teams, to observe the patient care experience and identify opportunities for improvement. After a period of observation, corporate and in-office leadership teams huddle to discuss observations and put plans in place to address opportunities for improvement.
• Dedicated clinical effectiveness team and governance: Teams of experienced medical leaders and quality professionals monitor health outcomes and launch care improvement initiatives. The Population Health team supported by the Data Science team builds predictive models for engagement and disease progression, and uses automated population-based outreach with reminders for emerging health needs and gaps in care. The Clinical Effectiveness Council, composed of regional medical leaders, meets monthly to guide and review progress on health outcomes and to share local best practices.

One care team managing your health with 24/7 access

At One Medical, whether a patient is coming to the office for a preventative care screening, to manage a chronic health concern like hypertension or diabetes, or connecting from their home in the middle of the night, they are cared for by one integrated team that has access to their medical records and works directly with their primary care provider. One Medical’s hybrid virtual and in-person care team provides patients with access to their care team 24 hours a day, 7 days a week, 365 days a year. In addition to the virtual health tools provided through the One Medical app, we have customer support specialists available day and night to answer questions and provide administrative support. Additionally, we have a Virtual Medical Team, consisting of doctors, nurses, and physician assistants, available to provide on-demand clinical support or triage for patients with acute or urgent needs. According to patient surveys, our Virtual Medical Team has helped thousands of patients that would have otherwise had to visit urgent care or the emergency room to have their needs met.

One Medical also has relationships with leading hospital networks across the U.S., clinically and digitally integrating for more enhanced access and coordinated care across primary and specialty care services. Ensuring seamless communication with other providers involved in a patient’s journey is another way in which we strive to protect the safety and well-being of our patients.

Focus on better health outcomes

Making health care more convenient and comprehensive makes it easier for our patients to get and stay healthy. One Medical’s tech-enabled and human-centered approach to care makes it easy for patients to access care when and how they need it. Our enhanced primary care model helped patients reduce their average blood sugar (HbA1c) levels by 19%; double the reduction seen from other providers. Since launching in 2021, “Impact by One Medical,” has demonstrated equitable results, helping patients across gender and ethnicity substantially reduce their HbA1c by 3-5 points and average cholesterol/LDL reduction from 60 mg/dl to 20 mg/dl. This is significant, as studies have shown that a one point reduction in HbA1c is linked to a reduction in risk of death by 21%, heart attacks by 14%, and microvascular complications by 37%. One Medical has also been recognized as the no. 1 provider in New York City for viral load suppression among patients with HIV.

In an industry where 81% of people are dissatisfied with their experience, we maintain a 90+ NPS score. We take pride in serving thousands of patients each day through virtual care, in-office visits, and all of the important touch points and follow-ups with our administrative and care teams in-between. There is not a finish line for our mission, and we are committed to always prioritizing improvement and invention. Our teams are motivated by making the One Medical care experience even better every day.

We appreciate all patient feedback, especially when concerning quality and safety. Please reach out at feedback@onemedical.com.