Primary care is often described as broken, but that diagnosis misses the real issue. The clinical foundation remains strong. The problem lies in how access to care is designed and delivered.
Primary care isn’t broken; access is.
People can manage nearly every aspect of their lives instantly through technology, yet health care still relies on outdated models that require patients to wait days or even weeks for routine care. This creates frustration for patients and unnecessary strain on clinicians. Primary care needs a fundamental redesign: a new operating system built around accessibility, flexibility, and a renewed focus on patient care.
Accessibility must come first
The defining feature of a modern primary care system should be access. Patients should be able to receive care when they need it, not only when an appointment becomes available. Traditional scheduling models were built for predictability, but life is not predictable. Health concerns arise unexpectedly, and delays often lead to worse outcomes.
A more effective approach enables same-day care across multiple settings. Patients should be able to visit a clinic, connect virtually, or receive care at home. When access is immediate and reliable, patients are more likely to seek care early, adhere to treatment, and stay engaged and take charge in managing their health.
Many providers assume that this level of access is unrealistic, worrying that without tightly controlled schedules, clinics cannot manage the variability of patient needs. In reality, this challenge can be addressed through thoughtful operational design. With the right systems in place, it is possible to deliver on-demand care while maintaining efficiency and quality.
The role of omnichannel care
A new operating system for primary care must also reflect how people live and communicate today. Patients expect flexibility in how they interact with services, and health care should be no exception. Omnichannel care meets patients where they are, in a clinic, on a mobile device, or at home.
This approach does more than improve convenience. It creates a sense of continuous connection between patients and their care teams. That connection reduces anxiety and builds trust, encouraging patients to address health issues earlier.
Omnichannel care also allows for better use of resources. Not every concern requires an in-person visit. By offering multiple channels into the system, providers can triage effectively and ensure that in-person care is reserved for those who need it most.
Supporting clinicians through better design
Improving access will only succeed if clinicians are supported in the process. Burnout has become one of the most pressing challenges in health care. Long hours, administrative overload, and rigid schedules have made traditional primary care increasingly unsustainable. On top of that, America faces a primary care provider shortage.
A modern operating system must prioritize the clinician experience. This includes more flexible schedules that allow providers to maintain work-life balance. It also means removing the expectation that clinicians manage extensive administrative tasks outside of patient care. Today’s physicians spend one to two hours a day in after-hours charting, what many call “pajama time.”
Centralized support structures are essential. Dedicated teams can handle care coordination, patient follow-up, and administrative processes. Automation can further reduce repetitive tasks. When these responsibilities are shifted away from clinicians, they can focus on delivering care during patient interactions and leave work at work.
The result is a more focused clinical environment. Clinics become calmer, more organized, and more centered on the patient. Providers can practice medicine in ways that align with their original motivation for entering the field.
Building infrastructure that scales
Accessibility must extend beyond individual clinics. For a new operating system to succeed, it must be scalable across entire communities. Patients should have convenient access to care wherever they live and work.
This requires a strategic approach to infrastructure. Clinics should be placed to minimize travel time and maximize availability. At the same time, operations must be standardized so that each location delivers a consistent experience.
Centralization plays a key role in scalability. By consolidating administrative functions and leveraging technology, organizations can avoid duplicating effort at each site. This improves efficiency and allows faster expansion into new areas.
Technology should be introduced thoughtfully. Incremental improvements, especially in administrative workflows and documentation, can yield meaningful gains over time. A steady approach allows organizations to refine processes and build systems that are both effective and sustainable.
Returning to the purpose of care
Over time, primary care has drifted away from its core mission. Administrative requirements and operational complexity have taken center stage, often at the expense of patient care. A new operating system must reverse this trend.
By redesigning workflows and reducing unnecessary burdens, the focus can return to the patient. Clinicians can spend more time listening, diagnosing, and building relationships. Patients can receive care that feels attentive and personalized.
This shift benefits everyone. Patients experience better outcomes and greater satisfaction. Clinicians regain a sense of purpose and professional fulfillment. The health care system as a whole becomes more effective and more humane.
Looking ahead
The path forward for primary care is clear. It requires a comprehensive approach that integrates access, care delivery, clinician support, and scalable infrastructure. These elements must work together as a cohesive system rather than as isolated improvements.
This transformation is already underway in regional models of the U.S. health system. The challenge now is to expand and refine these models so they can serve diverse communities at greater scale.
Primary care does not need to be reinvented, but it does need to be re-engineered for the realities of modern life. A new operating system can make that possible, creating a model that works better for patients, clinicians, and the future of health care.
Payam Zamani is the founder and chief executive officer of MY DR NOW, one of the nation’s fastest-growing independently owned primary care organizations. What began as a single clinic during his medical residency has grown into Arizona’s largest privately owned primary care group, with more than 75 locations across Arizona and Texas and a team of more than 1,000.
His vision for MY DR NOW was shaped by watching his single mother struggle to find timely care for her family. Dr. Zamani built the organization to fit real life, offering walk-in and scheduled visits, extended hours, telehealth, and in-home house calls under one roof. The practice provides family medicine, pediatrics, women’s health, and chronic disease management, anchored in long-term patient relationships.
Headquartered in Chandler, Arizona, MY DR NOW is on track to become the country’s largest independently owned primary care group under a single brand by 2027. Dr. Zamani is affiliated with Ross University School of Medicine, and his work has been featured in Pulse 2.0, Authority Magazine, citybiz, and Empowered Patient Radio. He shares updates on LinkedIn, with company updates available through MY DR NOW on LinkedIn.
