In value-based care, one truth rises above all: human experience is the true differentiator. And at the heart of every meaningful healthcare experience are two people – a physician who feels supported, and a patient who feels seen.
At agilon health, we believe that when physicians thrive, patients – especially seniors – receive more than care. They feel connection, compassion and continuity. In our value-based care model, which is built on relationships rather than transactions, that emotional connection is not just a nice-to-have, it’s a must-have and it’s the key to improved patient outcomes.
The power of physician experience
In the shift from fee-for-service to value-based care, the role of the physician has evolved. No longer just a provider of medical care, physicians are now the anchor and captain of a coordinated, personalized and proactive care experience for patients. And yet, that’s only possible when physicians themselves are cared for – when their experience is elevated.
At agilon, we put physicians at the center of our value-based care model, called the Total Care Model, surrounding them with the tools, data, support and access to a peer network that they need to succeed in the value-based care setting. By reducing the administrative burden, aligning incentives and restoring autonomy, we enable physicians to focus on what matters most: the total health of the patients they serve.
A better experience for physicians = a better experience for seniors
This isn’t just theory, it’s reality. In 2024, more than 165,000 Traditional Medicare and Medicare Advantage beneficiaries responded to our patient experience survey – representing an impressive 43% survey response rate. Their voices tell a powerful story and reveal what’s possible when physician experience is prioritized:
- 93.3% rated the overall quality of their health care as very satisfied or satisfied
- 98.4% reported their provider spent enough time with them
- 98.3% reported their provider knew their medical history
- 98.2% felt their provider listened carefully to them
- 97.4% felt their provider explained things well
- 97.4% felt their provider was informed about specialists
- 96.3% rated their provider between a 7 and 10 (on a scale of 1-10)
- 92.2% reported timely access to seeing their provider when they needed to
And, most notably, the survey resulted in an +85.1 Net Promoter Score (NPS), which is the likelihood that the patient would recommend an agilon physician partner to family and friends, indicating more satisfied patients and stronger loyalty. It’s important to remember that an NPS can range from -100 to +100, with a score of +50 considered excellent and above +70 considered world class. What makes agilon’s NPS even more impressive is that a good NPS for a healthcare company typically falls in a positive range, with scores above +30 or +40 considered strong.
Our NPS and patient experience numbers reflect more than system performance. They reflect physician-patient relationships built on trust, time and empathy – which are made possible because physicians feel equipped, empowered and energized in their role.
Investing in people, not just systems
The difference is palpable. For physicians, agilon’s model means less burnout, more alignment with morals and a renewed sense of purpose, which leads to more meaningful time and engagement with patients. For seniors, it means deeper connections, smoother care journeys and confidence that their physician truly knows and cares for them as an individual. We’re not just redesigning workflows, we’re reshaping how health care feels. That starts with putting people first. When you care for the people who care for others, everyone benefits.
The future we’re building – together
agilon is proof that transforming the physician experience is the most powerful lever we have to transform patient experience and thereby health care at its core. We’re proud to partner with community-based physicians across the country enabling them to reimagine the patient experience for older adults and lead the transformation of care delivery in their communities. We’re bringing humanity back to health care – where it belongs.
Because when physicians feel supported, seniors feel seen. And that’s the future we’re reimagining – together.
