For many Americans, accessing primary care has become more difficult than ever. Long wait times, provider shortages, and growing demand for services are making it increasingly difficult to establish and maintain a relationship with a primary care physician (PCP). As the aging population grows — projected to increase 47 percent by 2050 — the strain on the system continues to intensify. 

“Our data confirms that primary care is most effective when patients can get what they need, when they need it, and with minimum effort on their part,” says David Elvin, vice president and chief medical officer for government markets with a focus on Medicare at Tufts Health Plan.

Without regular access, patients are less likely to receive vaccinations, screenings, and guidance on chronic disease management. Many turn to urgent care or emergency departments instead — a costly and often fragmented alternative. 

The power of the PCP relationship

When patients feel understood by their PCP, it changes how they engage with their health. Studies show that patients are more likely to follow through with preventive screenings, manage chronic conditions effectively, and seek care early when an issue arises if they have a trusted, long-term PCP. Not to mention the positive mental health impact it can have.

“When there is open communication, patients feel more comfortable sharing concerns and are more likely to engage in their care and collaborate with their provider’s advice to be able to make health decisions confidently,” says Brent Asplin, MD, MPH, and cofounder and CEO of Gather Health.

Trust in a PCP is especially important for those navigating language barriers or cultural differences. When clinicians respect cultural values, speak the patient’s language, and tailor care to individual needs, they’re better able to connect and improve care outcomes.

In a system that can be challenging to navigate regardless of a patient’s background, Asplin notes the crucial role primary care providers have as the “first line of defense in helping patients stay healthy.”

When access falls short, trust steps in

When Jane Kellen* tried to see her PCP for an unexpected health issue, she was offered the next available appointment. It was four months away. 

“I wondered if I could wait that long, if I should wait that long,” she recalls. 

She took to the patient portal to get an opinion from her PCP’s care team. Thirty minutes later, her doctor responded directly asking if she could come in early the next morning.

“I was impressed that he answered my message, especially after hours, and that he was able to make time for me right away,” she says. Kellen’s PCP said he knew she must have been worried since she rarely reached out with concerns.

She credits her connection with her PCP for making a meaningful difference in her health.

“My doctor knows me, not just from information on a chart, but as a person.”

Resources across the health care system

As access to primary care becomes increasingly strained, key players in health care are stepping up. Digital tools like patient portals, secure messaging, and virtual visits are helping patients connect with their care teams more quickly — sometimes even outside traditional office hours, as Kellen experienced. These innovations are making it easier to stay engaged with care, even when in-person access is delayed.

For patients seeking additional help, consider what resources your health plan may have. Tufts Health Plan, for instance, offers support for its members through a 24/7 nurse hotline and care team of nurse care managers, pharmacy technician specialists, community health workers, and more. In addition to their PCP, eligible members can seek help from these teams to manage care needs and navigate challenges within the health care system.

On the provider side, Asplin and Gather Health are looking at primary care differently, offering a relationship-based practice for the Medicare community in Massachusetts. 

Built around trust, communication, and tailored care, each patient has the support of a dedicated team, including a primary care provider, a Gather Guide, and medical technicians. Through personalized support, frequent check-ins, home visits, and technology for remote monitoring, the Gather Health team makes preventive care easy and accessible.

“Keeping up with preventive care is one of the most powerful ways to stay healthy and independent as we age,” says Asplin. “It helps catch potential health issues early and maintain quality of life.”

Setting yourself up for success

The relationship between PCP and patient is a powerful driver of long-term health. While there’s still work to be done to improve access to care, staying engaged with your health — however and whenever you can — will make a difference. Even if it takes time to find the right doctor or get in for that annual physical, taking proactive steps now can help prevent or minimize health issues as you age.

Kellen, who has been seeing her current PCP for over two decades, notes that it took three or four tries before finding the right fit. 

“With past doctors, I felt like just another patient — but my current PCP makes me feel heard. We’re aligned in how we think about getting healthy.”

Trust isn’t built from a single visit; it grows through consistent, compassionate care. And when patients have that trust, they’re more likely to stay engaged, follow through, and feel confident in their health journey. 

*Name changed to protect privacy of respondent.

Tufts Health Plan, a Point32Health company, is a local nonprofit organization that offers health plans for every stage of life. With a commitment to personal service, Tufts Health Plan provides quality coverage and dedicated support to help guide and empower healthier lives.