On-demand primary care services have enabled NYU Langone to broaden its reach and mitigate access issues by introducing new patients to the system and connecting them to appropriate care.
In August 2024, the New York City-based health system debuted walk-in primary care services at two locations in Manhattan. Through “Care on Demand,” new and existing patients are able to receive care for a range of common health issues without an appointment.
“The sites have been successful not only in terms of overall volume, but also in introducing new patients to NYU Langone,” Andrew Rubin, senior vice president for clinical affairs and ambulatory care at the health system, told Becker’s. “This approach is ultimately focused on improving access to essential healthcare, specifically within our system, while meeting the evolving needs of the communities we serve.”
Between one-third and half of patients seen daily at the locations are new to NYU Langone and leave with a referral for another primary care or specialty appointment within the system, Mr. Rubin said.
“The other patients are predominantly existing patients within NYU Langone who prefer to walk in and have their concern addressed without having to make an appointment at their regular physician’s office,” he said.
The walk-in model serves as one strategic lever to address rising demand for primary care and long wait times for scheduled appointments. In 2024, a report from ECG Management Consultants found that new patients in major U.S. cities wait more than three weeks on average to get an appointment across 11 specialties, including primary care.
Across the industry, health system leaders increasingly are citing the ability to provide timely access to appropriate levels of care as a strategic imperative. The focus reflects both quality and financial concerns, as delays in care can lead to worsening conditions and drive up long-term costs.
