HealthTap: Changing healthcare one primary care relationship at a time

During 30 years with CHM, I’ve had the privilege of seeing firsthand the challenges and victories our members experience navigating the healthcare system. A major gap is that many members don’t have a primary care doctor. True primary care—a trusted doctor who knows you, can manage most of your needs, and is available when you need them—is rare today.

Dr. Geoffrey Rutledge, the co-founder and Chief Medical Officer of HealthTap, understands this gap. He’s board certified in internal and emergency medicine, plus he’s served on the faculty at Harvard and has a Ph.D. from Stanford in Medical Informatics. He used that combination of knowledge and experience to build WebMD, “the most successful consumer health website,” as well as Epocrates, a highly successful mobile app that provides medical professionals access to entire libraries of clinical information.

Dr. Rutledge knows the indispensable value of primary care, which is the foundation on which HealthTap was built.

Understanding HealthTap’s mission

HealthTap was founded over 15 years ago with the goal to use mobile devices to bring personalized, relationship-based healthcare to people. HealthTap is designed to make it easier for people to choose their doctor, build a relationship, and stay connected through both video visits and direct messaging.

CHM members can choose a board-certified primary care physician (typically with at least 20 years of experience) and establish an ongoing relationship with that doctor. They can schedule appointments for common and chronic medical conditions, such as high blood pressure, diabetes, respiratory infections, cold and flu symptoms, UTI, and more. (Any member with an emergency situation should go immediately to the Emergency Room or call 9-1-1.)

 After an extended first visit, members can message their doctor at any time between visits. This is all included as part of the CHM membership. 

That’s not only convenient—it’s transformative. 

Restoring the primary care relationship 

Many people don’t understand primary care. Even now, only one-of-three CHM members who engage with HealthTap do so on the primary care side of the service. Most only call when they need urgent care.

A friend of mine recently told me he didn’t have a primary care doctor. He just went to different specialists depending on the part of his body ailing him. His question: if I know what expert I need, why wouldn’t I go directly to the specialist? My answer: without a central, coordinating physician, your care becomes fragmented, expensive, and frankly, more dangerous. It’s like a football team without a quarterback or an orchestra without a conductor.

Ideally, your primary care doctor is independent from—but your first point of contact with—the healthcare system. Most of the time, primary care can handle 80-90% of your medical needs. If a referral is needed, they can guide you through it thoughtfully. 

Unfortunately, 70% of today’s primary care physicians are employed by hospital systems. Their schedules are overbooked, the time pressure is immense, and scheduling a visit can take weeks or even months.

With HealthTap, CHM members are often able to virtually see a doctor the same day, or within the week. And once the relationship is established, members can communicate with their doctor anytime.

A better way—for patients and physicians 

What excites me most about HealthTap is that it’s not only changing healthcare for patients—it’s renewing purpose for physicians. Doctors, especially experienced ones, quickly get burned out by the pressures of corporate medicine. Annual surveys have documented burnout rates as high as 63%, with many doctors considering leaving medicine altogether.

HealthTap offers them something different: flexibility, simplicity, meaningful relationships, and the ability to truly focus on patient care. And that matters. When a doctor knows you, practicing medicine becomes satisfying once again: they can make more accurate decisions, and avoid unnecessary testing and follow up. That’s what makes care personal and effective. 

Try HealthTap today 

If you are a CHM member and don’t have a primary care doctor—or are having trouble getting in to see your doctor when you need them—consider using the HealthTap app.

It’s time we brought relationship-based care back to the center of healthcare. I believe HealthTap is a vital part of making that dream a reality. 

Important: Telehealth consultations conducted outside CHM’s designated Virtual Care Solution—whether by telephone or other digital means—are not eligible for sharing (see Guideline V.E.9.g).