I want to start by saying the idea behind Oak Street Health a "one-stop" primary care clinic is a…read moregreat concept. Unfortunately, the execution falls short.
I began as a patient in 2021. My first visit was on time, and the intake and case management process was actually very good. They accepted my Medicare Advantage plan, gave me a tour of the facility, and even offered transportation to and from appointments, which initially made me feel confident in choosing this clinic.
However, continuity of care quickly became an issue. My first doctor left the clinic. The next provider retired with no notice. After that, I was assigned a doctor I really liked only to find out he was a visiting provider who was only there for the day. Eventually, I was placed with the one male nurse practitioner and stayed with him until 2022, but ultimately felt he was not a good fit for my care.
I decided to give Oak Street Health one final chance and switched to a female doctor. At first, things seemed fine. Then the transportation service became unreliable vans were late or missed rides altogether, causing me to arrive late for appointments. I also began to notice a pattern of prescribing medications quickly, without much discussion or exploration of alternatives.
In 2023, I had an appointment where I arrived 20 minutes early. I waited those 20 minutes in the lobby, then another 25 minutes with the assistant before being taken to the exam room. I was told the doctor would be in shortly. I asked to keep the door open because the exam room was stuffy and then I waited.
For two full hours, no doctor came in. No one checked on me. No one asked if I needed water. No updates. Nothing.
After two hours, I decided to leave. As I gathered my things and headed out, the receptionist asked where I was going because there was no record of me leaving or any follow-up scheduled. I calmly explained that I had been left alone in an exam room for two hours without anyone checking on me, and I was done waiting. I had to call an Uber because no Oak Street Health vans were available.
While waiting for my ride, the doctor called me asking why I missed my appointment which was the final straw. I explained that I waited 20 minutes in the lobby, 25 minutes in the exam room with staff, and then two hours alone waiting for her. I told her that unless Oak Street Health planned to compensate me for my time, I would not be returning.
The bottom line is this: the concept is good, but the execution is not.
If Oak Street Health truly wants to be a "one-stop" clinic for seniors, then it needs to be done right. That means consistency in providers, reliable transportation, respect for patients' time, and ideally access to specialists under the same roof. Seniors should not have to bounce between five different locations to receive proper care.
If you're going to build a model like this, get it right the first time.
Suggestions: really care about your senior patients not just claim it.
Hire in some typical specialists that are experts with diabetes, HIV, Cancer and other geriatric patient needs. while not every specialist can come onboard a few in these specific medical needs would be a great way to service your seniors. This is a new generation of Seniors with a lot more needs. Space out your appointments so that your patients are not sitting in the exam room more than 20 minutes. If someone arrives late or is known to be constantly late they either need to rebook or wait until after those who showed up on time.
