How Doctors Can Help Low-Income Patients: P.J. Parmar (Transcript)

P.J. Parmar


Colfax Avenue, here in Denver, Colorado, was once called the longest, wickedest street in America. My office is there in the same place — it’s a medical desert.

There are government clinics and hospitals nearby, but they’re not enough to handle the poor who live in the area. By poor, I mean those who are on Medicaid. Not just for the homeless; 20% of this country is on Medicaid.

If your neighbors have a family of four and make less than $33,000 a year, then they can get Medicaid. But they can’t find a doctor to see them.

A study by Merritt Hawkins found that only 20% of the family doctors in Denver take any Medicaid patients. And of those 20%, some have caps, like five Medicaid patients a month. Others make Medicaid patients wait months to be seen, but will see you today, if you have Blue Cross. This form of classist discrimination is legal and is not just a problem in Denver. Almost half the family doctors in the country refuse to see Medicaid patients.

Why? Well, because Medicaid pays less than private insurance and because Medicaid patients are seen as more challenging. Some show up late for appointments, some don’t speak English and some have trouble following instructions.

I thought about this while in medical school. If I could design a practice that caters to low-income folks instead of avoiding them, then I would have guaranteed customers and very little competition.

So after residency, I opened up shop, doing underserved medicine. Not as a nonprofit, but as a private practice. A small business seeing only resettled refugees. That was six years ago, and since then, we’ve served 50,000 refugee medical visits. Ninety percent of our patients have Medicaid, and most of the rest, we see for free. Most doctors say you can’t make money on Medicaid, but we’re doing it just fine.

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How? Well, if this were real capitalism, then I wouldn’t tell you, because you’d become my competition. But I call this “bleeding-heart” capitalism. And we need more people doing this, not less, so here’s how.

We break down the walls of our medical maze by taking the challenges of Medicaid patients, turning them into opportunities, and pocketing the difference. The nuts and bolts may seem simple, but they add up.

For example, we have no appointments. We’re walk-in only. Of course, that’s how it works at the emergency room, at urgent cares and at Taco Bell. But not usually at family doctor’s offices. Why do we do it? Because Nasra can’t call for an appointment.

She has a phone, but she doesn’t have phone minutes. She can’t speak English, and she can’t navigate a phone tree. And she can’t show up on time for an appointment because she doesn’t have a car, she takes the bus, and she takes care of three kids plus her disabled father.

So we have no appointments; she shows up when she wants, but usually waits less than 15 minutes to be seen. She then spends as much time with us as she needs. Sometimes that’s 40 minutes, usually it’s less than five. She loves this flexibility. It’s how she saw doctors in Somalia. And I love it, because I don’t pay staff to do scheduling, and we have a zero no-show rate and a zero late-show rate. It makes business sense.

Another difference is our office layout. Our exam rooms open right to the waiting room, our medical providers room their own patients, and our providers stay in one room instead of alternating between rooms. Cutting steps cuts costs and increases customer satisfaction.

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