In a recent discussion at Becker’s Healthcare’s 22nd Spine, Orthopedic and Pain Management-Driven ASC + The Future of Spine Conference, Pamela Mehta, MD, a board-certified orthopedic surgeon and CMO at The Good Feet Store, and Claude Royster, vice president and general manager of health and wellness at CareCredit, shared their perspectives on building businesses centered on transparency, operational efficiency and patient trust.
Their conversation offered different perspectives at how leaner practice models can empower physician autonomy while delivering exceptional patient experiences.
Here are three takeaways from the discussion:
Reimagining the orthopedic practice model
Dr. Mehta described the challenges she faced in her early career within a large managed care environment, where lack of control, high-volume demands, and insufficient support for work-life balance prompted her to chart a new course.
“I wanted to have more time with my patients,” Dr. Mehta said. “I wanted to cut the middleman out. I felt very strong in my orthopedic knowledge and skill set and I just wanted my patients to have choice and control over their decisions and I wanted that for myself.”
She eventually launched her own practice in San Jose, California, starting with a single rented room, minimal equipment and the support of a virtual assistant.
Rather than mimicking traditional orthopedic setups, she intentionally kept overhead low and operations simple. Over time, she scaled responsibly employing part-time staff, sharing resources with neighboring practices and leaning on digital tools. This model allowed her to stay financially positive from day one, with a focus on high-touch, patient-centered care.
“There’s not a handbook for this. It takes a little thinking outside the box,” Dr. Mehta said. “I roomed the patients, I sent them out for PT and MRI and I talked to the patient in the room and collected their paperwork. I did everything myself for the first six months.”
Transparent pricing builds trust
A cornerstone of Dr. Mehta’s model is transparent, menu-style pricing. All services, from consultations to injections and imaging reviews, have clearly listed prices. This approach demystifies costs, helps patients make informed decisions and fosters trust.
This level of transparency is especially critical in today’s high-deductible insurance landscape. Dr. Mehta emphasized that many patients end up paying out-of-pocket regardless, so clarity around what they’re paying for goes a long way in enhancing their comfort and satisfaction.
Her team is specially trained to deal with questions around payment and can knowledgeably explain what costs are associated with a given procedure. Despite being out-of-network, Dr. Mehta ensures her patients aren’t left to navigate reimbursement alone. A dedicated biller helps submit claims on patients’ behalf, often resulting in partial or full reimbursement. This service adds a concierge-like layer to the practice, reducing stress for patients and increasing overall perceived value.
“People hear things like out of network or cash pay and they freak out,” Dr. Mehta shared. “I’ve trained my staff to discuss what out-of-network means, what to expect at your visit and that you will be paying cash up front. My staff does the math for them and the patients do feel a lot more comfortable about that and it enhances my quality of care and also planning for their care.”
Financial tools empowering patients
Claude Royster shared research from CareCredit showing that 55% of patients want cost conversations to happen before care is delivered and almost 60% believe providers don’t offer enough options to manage out-of-pocket costs 1.
He stressed the importance of flexibility and education in helping patients access care without delay. Financing options with digital tools can bridge affordability gaps and reduce the financial anxiety often associated with medical treatment.
“We don’t want patients walking away or delaying care because that can create other health care problems,” Mr. Royster said. “We try to ensure that we can take that anxiety out of the conversation and focus on patient care.”
1 Healthcare Journey Research Consumers and Providers, Synchrony, 2023. CareCredit is a Synchrony solution.
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