As a patient [i.e. your customer] I’ve come to believe we should stop obsessing [in most healthcare environments] about patient “churn.” You’ll never please everyone — and that’s okay. But what if, instead of spending all of our energy trying to figure out why patients leave, we focused on why they stay?

By Editor-in-Chief, Concierge Medicine Today

That single shift in perspective can transform a practice. It re-centers your culture around gratitude, trust, and belonging — not fear or frustration. When you understand why they stay, you’ll find better ways to serve the people who matter most.

Why are some small medical offices in low cost (i.e. sub $99/pmpm) cash-only subscription-based healthcare delivery talking so much [in the past year I’ve noticed!] about “the churn”, “you can leave at anytime” or telling patients, “There’s the door!” — Every medical office has those difficult patients, I get it. Subscription-based care works best when it builds continuity and trust over time and sometimes that’s just not possible with some people.

Let’s take a lesson from some of the best subscription models (like Netflix, Apple, Concierge Medicine, Executive Healthcare programs, Spotify) — they don’t constantly remind customers [ie patients] they can cancel — they focus on why the product is worth staying FOR!

“It’s no longer about being the best Doctor in the world anymore, it’s about being the best Doctor FOR the world, FOR your Patients and FOR your local community!”

If you’re building or promoting a subscription-based medical practice, focus on the why people stay — not just that they can leave.

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