What Happens When Someone Tries to Un-transform a Transformed PCP Practice? With Scott Conard, MD—Summer Shorts 2

Why a Transformed Primary Care Practice Never Went Back, With Scott Conard, MD (Summer Shorts 2) What Happened When Staff Tried to Undo a PCP Practice's Transformation. Summer Shorts 2. When a new practice manager tried to reintroduce a transformed primary care clinic's old, overflowing-waiting-room way of doing things, the entire staff said no. In this summer short, Stacey Richter revisits a clip from her original conversation with Scott Conard, MD, DABFP, FAAFM, co-founder of Converging Health and a family medicine physician with more than 35 years of practice experience, about why a Queens, New York PCP practice's staff refused to go back to the old model once they'd transformed it. WHAT YOU'LL LEARN ✅ Why the "before" state of an untransformed PCP practice — an overflowing waiting room mixing genuinely sick patients with everyone else — pushed patients toward suboptimal ER and urgent care use ✅ Why purely transactional care, with no systemic attention to the "in between spaces" outside of office visits, leads directly to uncontrolled chronic conditions and preventable acute crises ✅ What happened when a new practice manager tried to reinstate the old model — and why the entire clinical team, not just the physicians, refused to go back within days ✅ Why practice transformation has to change work life for the whole team, not just improve metrics, to actually stick once a new manager or leader arrives WHY THIS MATTERS Practice transformation efforts often get evaluated purely on clinical or financial outcomes, but this clip shows a different kind of proof point: when the change makes work better for the entire staff, not just leadership, the team itself defends it against reversal. That kind of buy-in — from receptionists and MAs as much as physicians — is what makes transformation durable rather than dependent on whoever happens to be in charge. MENTIONED IN THIS EPISODE EP391 with Scott Conard, MD: Apple Podcasts | Spotify | Other Apps EP405 with Eric Gallagher: Apple Podcasts | Spotify | Other Apps EP402 with Amy Scanlan, MD: Apple Podcasts | Spotify | Other Apps EP409 with Larry Bauer, MSW, MEd: Apple Podcasts | Spotify | Other Apps EP407 with Vivek Garg, MD, MBA: Apple Podcasts | Spotify | Other Apps === LINKS === 🔗 Show Notes with all mentioned links: Episode Page ✉️ Enjoy this podcast? Subscribe to the free weekly newsletter 🫙 Support the podcast with a small donation to the Tip Jar 🎤 Listen on Apple Podcasts 🎤 Listen on Spotify 📺 Subscribe to our YouTube channel === CONNECT WITH THE RHV TEAM === ✭ LinkedIn ✭ Threads ✭ Bluesky ✭ X 00:00 Introduction 02:15 Why a transformed PCP practice didn't want to go back to the old way of doing things. 04:02 Can fee for service in the short term still benefit primary practice? 05:24 Scott Conard's new book, Which Door?