As a primary care physician focused on improving care for patients, and doing this work at scale here at Elation, I believe that meaningful progress for primary care must also include staying connected to real-world patient experiences. This work ensures that we’re fully understanding how the decisions being made are addressing the systemic issues impacting primary care’s unique ability to improve health efficiently and effectively. 

In this spirit, I recently spoke with Marvin, a retired Dallas, Texas police officer, on our “The Pulse” interview series to share what happened when his primary care physician made the decision to leave private practice for a larger health system. This personal story, shared so generously by Marvin, shines a light on the crucial relationships at the heart of primary care and why they matter to patient outcomes. It also speaks to the challenges physicians face, which Elation Health is working to solve.

The Value of a Patient-Physician Relationship 

Marvin’s story starts 18 years ago, when he visited his primary care physician for the first time. “She took the time to get to know me—not just as a patient, but as a person. She listened to my family history and my health concerns. It wasn’t just about medical treatment; it was about building a relationship,” he said. 

Over time, these interactions between physician and patient deepened their trust, mutual respect, and genuine care. Marvin even had his physician’s personal cell phone number, and she once opened her office on a Saturday to address an urgent health issue which also helped Marvin prevent an unnecessary emergency room visit. This demonstrates the kind of patient-centered care that only an independent physician with full autonomy over their practice can provide.

However, everything changed when Marvin’s doctor made the difficult decision to join a large health system. Suddenly, the relationship that Marvin had come to depend on was interrupted.

“When she went to work for a big healthcare system, it became almost impossible to get an appointment. I tried to see her earlier this year and was told the first available appointment wasn’t until September—eight months later,” Marvin shared.

For someone like Marvin, who had built a years-long relationship with his doctor, this shift was both frustrating and disheartening. “I’ve only seen her three times in the past seven years. Now, when I need to be seen, I’m directed to a physician assistant. It’s not the same,” he said. The personal connection, which had been at the heart of Marvin’s care, was lost.

Despite the challenges Marvin faced, his hope is that stories like his will help: “Maybe if more light is shined on this issue, things will change.” 

The Bigger Picture: A System in Need of Change

Marvin’s experience is just one example of how valuable relationships are being undercut in the current healthcare landscape, which prioritizes profits over relationships. Independent physicians often face overwhelming financial and operational pressures, forcing them to either close their practices or join larger health systems to stay afloat. This dynamic not only strips doctors of their autonomy but also deprives patients of the high-quality, personalized care that contributes to better health.

Marvin’s story is more than just a patient’s perspective; it’s a call to action. If his story inspires even one physician to remain in independent practice, the ripple effect could improve the lives of countless patients.

Do you have a story about your primary care experience? We’d love to hear from you. Join the conversation and help us advocate for a better healthcare system.