Leadership Insight

Seamless Virtual + Physical Care

Sherpaa launched on February 7, 2012. And on February 7, 2019 Crossover Health acquired Sherpaa. I’ve joined Crossover to lead the development of our platform. And our doctors will continue to deliver the same level of care our Members have come to expect. Today is the dawn of a new era in healthcare. And we’re chomping at the bits to show you an entirely new care delivery model operating at scale.

As a background to this, there are four necessary requirements to change healthcare:

  1. A new care delivery model that seamlessly integrates virtual and brick and mortar care processes
  2. A new payment model that enables the new care delivery model
  3. A platform that powers 1 and 2
  4. Scale

Over the last 7 years, Sherpaa pioneered Virtual Primary Care and coupled it with a new business model. And for the last 9 years, Crossover pioneered an unprecedented team-based, relationship-driven, brick-and-mortar primary care model and coupled it with a new business model via partnerships with Fortune 50 employers who realized they were the most innovative payors in America and could pay for far more rational, higher quality care for their employees.

It was inevitable that Sherpaa and Crossover would merge. Sometimes, it’s just a matter of patience and timing.

Doctors should be accessible to you when you need them. There should be no barriers, especially when you’re not well, on your own, and scared. And I saw back in 2012 that new digital tools enabled new ways of delivering care. Most importantly, these things fundamentally changed what it meant to be human. We long to communicate and connect with others. I realized that healthcare, at its core, is just communication between humans, augmented by data. Besides legacy, there’s no reason to assume this communication can and should happen exclusively in exam rooms. Communication between you and your own trusted Care Team should happen online, in-person, and any time. So Sherpaa built a new primary care model— one simple online place to start your care journey with a team you repeatedly work with and trust…just online. And I had a hunch that most problems never needed an in-person conversation and evaluation. As of today, after over 7 years of data generated by Sherpaa’s virtual care platform, 71% of care journeys were diagnosed and managed entirely online without an in-person visit. Does that really mean that 71% of all doctor visits don’t actually need to happen? Yes, it does. They currently happen because the traditional business model of healthcare says doctors get paid for exam room visits, so more exam room visits happen. So Sherpaa fixed this problem and invented a new widget, the Episode of Care, with a new business model to support this new widget. But what about that other 29% of issues that need some form of in-person care?

I’ve known Scott Shreeve, the founder and CEO of Crossover for about 11 years now. Re-thinking primary care is a small space and there are few physicians audacious enough to try. So we track one another and pay attention to the sometimes drastic differences and, often, nuanced approaches. Since 2010, Crossover has designed and built a completely new member-obsessed delivery process coupled with gorgeous primary care brick-and-mortar onsite and nearside practices. Most importantly, Crossover unlocked the potential of a new primary care model with a new genius business model and partnered with companies like Facebook, Microsoft, Comcast, and LinkedIn to care for their employees via onsite and nearsite centers.

Just as we’re seeing the physical and digital world coalesce into one seamless experience in other industries (think Warby Parker (see this thread) or Amazon), Scott and I are 110% confident this will happen in healthcare. Based on the fundamentals of Sherpaa’s virtual care delivery platform, Crossover’s platform will power an unprecedented seamless online and physical care delivery process via our own Crossover care delivery platform. Contrary to other primary care models that view office visits as the primary communication tool, we view the future of care as primarily online augmented by the occasional in-house and in-person conversation only when necessary. We are the only group in America who can do this because we’ve partnered with the most forward-thinking innovative payors in America who believe both the business model and process of care need a simultaneous change.

I’m thrilled and can’t wait to show you what we’re building.

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It was inevitable that Sherpaa and Crossover would merge. It was just a matter of patience.         https://scope.sherpaa.com/Crossover/