{"id":19547,"date":"2016-11-18T16:49:46","date_gmt":"2016-11-18T21:49:46","guid":{"rendered":"https:\/\/digital.hbs.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/"},"modified":"2016-11-18T16:49:46","modified_gmt":"2016-11-18T21:49:46","slug":"one-medical-revolutionizing-primary-care-using-technology","status":"publish","type":"hck-submission","link":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/","title":{"rendered":"One Medical: Revolutionizing Primary Care Using Technology"},"content":{"rendered":"

Reinventing Primary Care<\/strong><\/p>\n

Founded by Dr. Tom Lee in 2007, One Medical blends hospitality and healthcare through its patient-centric clinics. Currently they have clinics in eight cities across the U.S. One Medical promises shorter wait times, more time with a physician, same-day appointments, in-office lab testing, easy access to health records and a coordinated primary care team with 24\/7 access. Patients pay a yearly membership fee (between $149 and $199 depending on location) to access the One Medical system and importantly, clinics work with most major health insurance carriers [1].<\/p>\n

These customer promises are executed upon through an operating model that integrates technology with the company\u2019s delivery platform. When speaking about technology-enabled primary care at a conference in July 2015, Lee noted, \u201cWe have to figure out how to make the economics work in addition to the design architecture so they work in concert, and for us, we use technology to do that. Technology is the game-changer.\u201d [2] One Medical\u2019s system is enabled by schedule and capacity algorithms, enterprise workflow and data capture, time-based protocol and automation, mobile and enterprise integration, and an electronic claims management system [3].<\/p>\n

Rethinking a Doctor\u2019s Visit with the Benefits of Technology<\/strong><\/p>\n

Not only does the use of technology allow for easier information flow from patients to healthcare providers at One Medical, but it also relays information in the way that patients are now used to receiving it \u2013 through a mobile app. (It is worth noting that One Medical uses multi-channel communication so patients can choose how they communicate with the office, i.e. mobile, website, phone or in-person). The app allows patients to book appointments and view availability across offices, which provides flexibility by, for example, allowing patients to choose locations close to work or home. The app also lets patients select physicians based on experience and specialties and specify the reason for the appointment. One Medical is then able to more accurately schedule physicians\u2019 days and keep appointment wait times down. According to the company website, ninety-five percent of appointments at One Medical start on time and doctors are able to see one-third fewer patients, which increases patients\u2019 time with providers. [4]<\/p>\n

One Medical has also added virtual care functionality to their mobile app in order to deliver 24\/7 access to patients. The \u201cTreat Me Now\u201d function allows patients to describe common issues (i.e. cold, flu and allergies) and get quick and easy feedback from a primary care team. In addition, patients can video chat with a provider about their symptoms and treatment options through \u201cVideo Visits\u201d. Last year, they added a feature for digital dermatology, which allows patients to take pictures of skin conditions and get expert medical advice within twenty-four hours [5].<\/p>\n

One Medical uses electronic prescriptions that can be sent directly to the pharmacy a patient chooses; the app also allows patients to renew prescriptions easily [6]. Medication non-adherence is a widespread problem in the industry; a 性视界 Medical School study showed that over twenty percent of first time patient prescriptions are never filled [7]. Electronic prescriptions have been shown to increase the number of patients filling the initial prescription by ten percent [8]. Renewing the prescription via the mobile app is just one more step to ease the friction and increase medication adherence.<\/p>\n

Realizing Challenges and Opportunities<\/strong><\/p>\n

One Medical\u2019s focus on technology-enabled primary care has led to opportunities and challenges within virtual care, patient-provider communication and electronic health records. An industry-wide issue that One Medical is also facing is data security given the use of electronic health records (EHRs). While their use of EHRs is not unique, One Medical\u2019s brand is built on technology as the enabler of better patient care and this could be significantly damaged by any breach.<\/p>\n

One of One Medical\u2019s opportunities includes expansion of virtual care into preventive medicine. In February, One Medical spent $20 million to acquire Rise, a mobile app that connects patients to licensed nutritionists for advice on diet and meal planning. Rise integrates well with the One Medical platform since the nutritionist\u2019s advice can vary based on a user\u2019s medical history on file with One Medical. [9]<\/p>\n

One Medical can also take further advantage of their digital communications platform. Electronic prescriptions and refills allow them to facilitate greater provider-patient communication through automatic notifications of unfilled prescriptions. This can then trigger additional conversations that may help avoid gaps in medication usage, furthering the company\u2019s objective of providing high quality care.<\/p>\n

Word Count: 772<\/p>\n

 <\/p>\n

[1] Kia Kokalitcheva, \u201cOne Medical Raises $65 Million for Its Affordable High-End Doctor\u2019s Offices,\u201d Fortune<\/em>, December 8, 2015, http:\/\/fortune.com\/2015\/12\/08\/one-medical-65-million\/<\/a>, accessed November 2016.<\/p>\n

[2] Global Innovation Summit, \u201cKeynote Tom Lee, Founder & CEO, One Medical Group,\u201d published July 1, 2015. https:\/\/www.youtube.com\/watch?v=KagVFHIw6SY<\/a>, accessed November 2016.<\/p>\n

[3] Ibid.<\/p>\n

[4] One Medical company website. http:\/\/www.onemedical.com\/chi\/doctors\/<\/a>, accessed November 2016.<\/p>\n

[5] Aditi Pai, \u201cOne Medical now offers patients app-based dermatology treatment,\u201d Mobi Health News, May 19, 2015, http:\/\/www.mobihealthnews.com\/43623\/one-medical-now-offers-patients-app-based-dermatology-treatment<\/a>, accessed November 2016.<\/p>\n

[6] One Medical company website. http:\/\/www.onemedical.com\/sf\/help\/prescriptions\/<\/a>, accessed November 2016.<\/p>\n

[7] Pauline Chen, \u201cWhen Patients Don\u2019t Fill Prescriptions,\u201d The New York Times<\/em>, May 20, 2010, http:\/\/www.nytimes.com\/2010\/05\/20\/health\/20chen.html<\/a>, accessed November 2016.<\/p>\n

[8] The Office of the National Coordinator for Health Information Technology, \u201cIssue Brief: Medication Adherence and Health IT,\u201d January 9, 2014,<\/p>\n

https:\/\/www.healthit.gov\/sites\/default\/files\/medicationadherence_and_hit_issue_brief.pdf<\/a>, accessed November 2016.<\/p>\n

[9] Douglas Macmillan, \u201cOne Medical Buys Virtual Nutritionist App Rise,\u201d The Wall Street Journal<\/em>, February 5, 2016, http:\/\/blogs.wsj.com\/digits\/2016\/02\/05\/one-medical-buys-virtual-nutritionist-app-rise\/<\/a>, accessed November 2016.<\/p>\n","protected":false},"excerpt":{"rendered":"

One Medical has leveraged digital technology to effectively deliver on its company mission to build a high quality primary care system that is affordable and accessible to all.<\/p>\n","protected":false},"author":2539,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","categories":[],"class_list":["post-19547","hck-submission","type-hck-submission","status-publish","hentry"],"connected_submission_link":"https:\/\/d3.harvard.edu\/platform-rctom\/assignment\/digitization-challenge-2016\/","yoast_head":"\nOne Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"One Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management\" \/>\n<meta property=\"og:description\" content=\"One Medical has leveraged digital technology to effectively deliver on its company mission to build a high quality primary care system that is affordable and accessible to all.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/\" \/>\n<meta property=\"og:site_name\" content=\"Technology and Operations Management\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/one-medical-revolutionizing-primary-care-using-technology\\\/\",\"url\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/one-medical-revolutionizing-primary-care-using-technology\\\/\",\"name\":\"One Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/#website\"},\"datePublished\":\"2016-11-18T21:49:46+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/one-medical-revolutionizing-primary-care-using-technology\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/one-medical-revolutionizing-primary-care-using-technology\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/one-medical-revolutionizing-primary-care-using-technology\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Submissions\",\"item\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/submission\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"One Medical: Revolutionizing Primary Care Using Technology\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/#website\",\"url\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/\",\"name\":\"Technology and Operations Management\",\"description\":\"MBA Student Perspectives\",\"potentialAction\":[{\"@type\":\"性视界Action\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/d3.harvard.edu\\\/platform-rctom\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"One Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/","og_locale":"en_US","og_type":"article","og_title":"One Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management","og_description":"One Medical has leveraged digital technology to effectively deliver on its company mission to build a high quality primary care system that is affordable and accessible to all.","og_url":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/","og_site_name":"Technology and Operations Management","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/","url":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/","name":"One Medical: Revolutionizing Primary Care Using Technology - Technology and Operations Management","isPartOf":{"@id":"https:\/\/d3.harvard.edu\/platform-rctom\/#website"},"datePublished":"2016-11-18T21:49:46+00:00","breadcrumb":{"@id":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/one-medical-revolutionizing-primary-care-using-technology\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/d3.harvard.edu\/platform-rctom\/"},{"@type":"ListItem","position":2,"name":"Submissions","item":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/"},{"@type":"ListItem","position":3,"name":"One Medical: Revolutionizing Primary Care Using Technology"}]},{"@type":"WebSite","@id":"https:\/\/d3.harvard.edu\/platform-rctom\/#website","url":"https:\/\/d3.harvard.edu\/platform-rctom\/","name":"Technology and Operations Management","description":"MBA Student Perspectives","potentialAction":[{"@type":"性视界Action","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/d3.harvard.edu\/platform-rctom\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/hck-submission\/19547","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/hck-submission"}],"about":[{"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/types\/hck-submission"}],"author":[{"embeddable":true,"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/users\/2539"}],"replies":[{"embeddable":true,"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/comments?post=19547"}],"version-history":[{"count":0,"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/hck-submission\/19547\/revisions"}],"wp:attachment":[{"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/media?parent=19547"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/d3.harvard.edu\/platform-rctom\/wp-json\/wp\/v2\/categories?post=19547"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}