Dr. Geoff Rutledge on the Future of Virtual Primary Care | CE App
Based on an in-depth interview, this article features Dr. Geoffrey Rutledge, a board-certified physician and co-founder of HealthTap, sharing his vision for virtual primary care. From AI-powered pre-visit interviews to flexible clinician schedules, discover how telehealth is transforming the future of healthcare delivery.
In this comprehensive article, we explore the insights shared by Dr. Geoffrey Rutledge, a board-certified physician and co-founder of HealthTap, during an interview with Kyle Kahveci and Dave from ACEA.
The discussion covers Dr. Rutledge's pioneering journey in telehealth spanning over 15 years, the transformative potential of virtual primary care, and how technology is reshaping the doctor-patient relationship.
We examine the integration of artificial intelligence (AI) in healthcare delivery, the critical importance of establishing ongoing primary care relationships, and innovative approaches to continuing medical education. Additionally, the article examines howtelehealthaddressestheprimarycarecrisisinAmerica, the flexibility it offers to healthcare providers, and the challenges of scaling virtual care to meet the growing demand.
Let’s dive in!
Watch the full interview with Dr. Rutledge on YouTubehere.
Executive Summary
The Vision for Virtual Primary Care: Dr. Rutledge's mission is to ensure every American has access to a primary care doctor through technology-enabled platforms.
Technology as an Enabler: How high-resolution video connections and AI pre-visit interviews enhance rather than replace the human connection between doctors and patients.
The Primary Care Crisis: Addressing America's lack of primary care access through convenient, affordable virtual care solutions.
Measurable Impact: Research indicates that having a primary care doctor is associated with longer life expectancy, improved preventive care, and lower healthcare costs.
AI Integration: Using large language models for pre-visit interviews to improve efficiency and give doctors more quality time with patients.
Continuing Medical Education (CME) Innovation: How HealthTap integrates CME into its platform through a peer-reviewed question-and-answer system.
Provider Flexibility: The opportunity for doctors to work remotely with flexible schedules while maintaining meaningful patient relationships.
Distribution Challenges: Overcoming awareness barriers to help people understand the possibility of establishing ongoing virtual primary care relationships.
Future Growth: Scaling to meet demand through partnerships with health sharing ministries and national retailers.
Introduction
The Revolution of Virtual Healthcare Delivery
In an era where primary care appointments are increasingly difficult to obtain and emergency rooms are overwhelmed, the need for innovative healthcare delivery solutions has never been more critical.
Dr. Geoffrey Rutledge, a pioneer in the telehealth space with over 40 years of clinical experience, shares his vision for transforming healthcare access through technology. This in-depth interview, conducted by Kyle Kahveci and Dave from ACEA, reveals how virtual care is not just a temporary solution but a fundamental shift in how we think about and deliver healthcare.
CE App supports the growing telehealth industry by providing comprehensive continuing education (CE) tracking, engagement, and compliance solutions specifically designed for telehealth organizations. As virtual care expands across state lines, managing multi-state licenses and CE requirements becomes increasingly complex, a challenge CE App helps solve.
Meet the Expert
Introducing Dr. Geoffrey Rutledge
Dr. Geoffrey Rutledge brings a unique combination of clinical expertise and technological innovation to the healthcare space. As a board-certified internist and emergency physician with a PhD in Medical Computing from Stanford, he has spent his career at the intersection of medicine and technology.
His journey includes creating the first consumer health website that became WebMD, working at Epocrates to provide point-of-care information for doctors, and co-founding HealthTap in 2010.
HealthTap's Mission to Transform Primary Care
“My mission has been to deliver primary care. What I desire the most is for every man, woman, and child in America to have a doctor that knows them, that they can turn to when they need advice and help for their medical issues,” Dr. Rutledge explains.
This vision drives HealthTap's commitment to making quality healthcare accessible through technology platforms.
The Journey to Virtual Care Innovation
From WebMD to HealthTap: A Pioneer's Path
Dr. Rutledge's journey in digital health began with creating consumer health information platforms and evolved into a deeper understanding of how technology could fundamentally improve the doctor-patient relationship. When he started HealthTap 15 years ago, the technology for high-quality video consultations didn't yet exist.
“When we first started, the video codec did not exist to allow for high-resolution video on mobile devices, but we anticipated it was coming and prepared for it,” Dr. Rutledge recalls.
This forward-thinking approach positioned HealthTap to launch video consultations in 2012, firmly believing in the role of virtual care as a complement to traditional office visits.
Discovering the Scope of Virtual Care
What began as a vision for transactional urgent care evolved into something much more profound. Dr. Rutledge shares a surprising discovery:
“What I didn't fully appreciate, and it took some time to realize, is the scope of what's actually possible to do virtually. When you have a high-resolution audio and video connection on a platform that is bringing patients and doctors together, it is quite surprising how, most of the time, most of what the doctors need to do, certainly in primary care, can be delivered virtually.”
Significant Challenges in Virtual Healthcare Delivery
Kyle Kahveci: Where do you see things going for HealthTap and the telehealth industry at large beyond the AI-based 'X' in the coming years?
The Evolution from Transactional to Relationship-Based Care
Dr. Rutledge identifies a fundamental challenge in how telehealth has been perceived and utilized:
“Telemedicine got started on a much more transactional basis where people perceive that it was a way for someone to get something that they wanted. You know, 'I have my ear hurts. I think I need an antibiotic. I'm going to push this button and connect with the doctor that I don't know for a quick transaction to get the thing I want.”
He emphasizes that while transactional urgent care has its place, the real value lies in ongoing primary care relationships that address:
Healthy Living and Lifestyle Management
Preventive Care Coordination
Chronic Condition Management Over Time
Addressing America's Primary Care Crisis
The challenges facing American healthcare are stark:
Too many Americans lack a primary care doctor.
Cost and accessibility remain major barriers.
There is a relative shortage of easily accessible primary care providers.
“One of the wonderful things that telehealth does is it enables people to connect with a primary care doctor in a much more convenient and also less expensive fashion,” Dr. Rutledge explains.
For telehealth organizations managing providers across multiple states, these challenges are compounded by complex compliance requirements. CE App's automated tracking and compliance monitoring tools help virtual care teams focus on patient care rather than administrative burden.
Identifying Deeper Opportunities in Virtual Care
Kyle Kahveci: Any kind of best practices, things you've learned that you would say, hey, I learned these things the hard way. Here's some advice. What kind of advice would you share?
The Power of Undivided Attention
Dr. Rutledge reveals a counterintuitive finding about virtual care that challenges traditional assumptions:
“Even more important and somewhat counterintuitively, we discovered that doctors and patients can connect in very deep and meaningful ways when they've never met in person in the office. The doctor has not laid on hands, but the quality of the connection and the fact that when you have a video visit, the doctor is focusing entirely on the patient looking at it. It's the only thing they have.”
This focused attention creates a unique dynamic where patients feel truly heard and seen, often resulting in stronger therapeutic relationships than traditional rushed office visits.
Measurable Benefits of Primary Care Access
Dr. Rutledge emphasizes the objective, measurable benefits of having a primary care doctor:
“When people have a doctor they trust that they can turn to who’s available to them when they need them, the presence of a primary care doctor in a patient's life means they actually live longer measurably. And interestingly, much higher rates of preventive healthcare services are delivered, and interestingly, their total healthcare costs go down.”
Analyzing Industry Trends: AI and Technology Integration
Dave: Any unique or noteworthy tech services or technology your team uses to get the job done?
AI as a Force Multiplier for Doctors
HealthTap has implemented AI in a supportive role that enhances rather than replaces the doctor-patient interaction:
“We've implemented AI as a method of doing a pre-visit interview. We take advantage of the power of the large language model to understand what people are saying and to engage the patient in a conversation which is very similar to what the doctor will do when they first see the patient.”
This approach provides several benefits:
Dramatically speeds up the doctor's time with patients.
Allows doctors to dive deeper into complex issues.
Creates space to address social determinants of health.
Reduces administrative burden by drafting visit notes.
Creating Accessibility Through Technology
The HealthTap platform prioritizes accessibility:
Same-day or next-day appointments are the norm.
Patients can choose from a complete range of available doctors.
Direct text messaging to established doctors.
Service level commitment for doctor responses within 24 hours.
“Once you're established with a doctor, you can send texts to your doctor. It goes directly to the doctor and the doctors will respond to you individually, usually right away,” Dr. Rutledge explains.
Innovative Approaches to Continuing Medical Education
Kyle Kahveci: I'm curious to hear a little bit on the clinician side too... I'd love it if you could talk a little bit about the role of continuous improvement, the lens of CME for clinicians in telehealth.
Building a Learning Community
HealthTap's unique approach to CME began with its foundation as a question-and-answer service:
Dr. Rutledge recalls, “We started the company actually as a question-and-answer service... We reached out to doctors and gave them the opportunity to help people by answering their questions. We actually didn't charge people to ask a question that we would just show to the doctors. We also didn't pay the doctors to give answers.”
This created an unexpected outcome:
Nearly 100,000 U.S.-licensed doctors signed up to participate.
Over 3 million peer-reviewed answers have been collected so far.
A comprehensive library of medical knowledge now exists on HealthTap.
Real-Time Learning and CME Credits
HealthTap has integrated continuing education directly into clinical practice:
Dr. Rutledge reveals, “One of the features that we've seen, one of the behaviors of the doctors, is they're using our platform to try and improve their knowledge, but they're improving it in ways that are relevant to the things that people care about.”
HealthTap enables doctors to:
Click “I want to learn about this” for unfamiliar topics.
Access real-time PubMed searches and journal articles.
Earn unlimited Category 1 CME credits.
Learn through answering patient questions.
This innovative approach to CME aligns with the broader industry's need for flexible, integrated continuing education solutions. As telehealth providers work across multiple states, managing CE requirements becomes increasingly complex, a challenge that CE App's multi-state license management tools are specifically designed to address.
Creating Flexibility for Healthcare Providers
Kyle Kahveci: What kinds of things are keeping you up at night? What things do you worry about?
The Growing Demand Challenge
Dr. Rutledge shares both excitement and concern about HealthTap's rapid growth:
“We've now become the preferred telehealth provider for health sharing ministries, where they are enabling primary care to their members. And so we're seeing a huge upswing in volume. We have large national retailer distributions... My worries are being able to find more doctors and getting them on the platform, able to respond to the rising demand that we're having.”
A New Model for Provider Work-Life Balance
Virtual care offers unprecedented flexibility for healthcare providers:
Dr. R emphasizes the freedom the platform offers: “For doctors, it's an incredible opportunity to have a more flexible way to work. Doctors can work from anywhere without the requirement to commute to work, without strict business hours, because the platform becomes available to the doctor to work on their schedule when they want to.”
Key benefits for providers include:
No Commute Requirements
Flexible Scheduling
Ability to Take Individual Time Off
No Constraints of Physical Office Space
Comparable Income to Traditional Practice
Building Successful Virtual Care Programs
Strategies for Provider Recruitment and Retention
Dr. Rutledge outlines the pathway for doctors to join HealthTap:
Free Network Participation: Any doctor can sign up for a free account to participate in the learning network, do peer review, and answer patient questions.
Medical Group Application: Primary care doctors with multiple state licenses can apply to join the medical group for direct patient care.
“We're looking for primary care doctors, ideally those with multiple state licenses, to work with us in the medical group,” Dr. Rutledge explains.
Overcoming Awareness Barriers
The primary challenge facing telehealth adoption isn't technology or quality, it's awareness:
Dr. Rutledge points out, “The real impediment or the limiting factor for HealthTap has simply been a matter of getting the word out. Getting people to understand the opportunity to find and keep a doctor virtually has not been well understood.”
The Future of Virtual Primary Care
Scaling to Meet Demand
As telehealth transitions from an emergency pandemic measure to a permanent healthcare fixture, organizations face new challenges in scaling their operations. Dr. Rutledge's vision extends beyond individual consultations to creating a comprehensive primary care infrastructure that serves entire populations.
Integration with Traditional Healthcare
The future isn't about replacing in-person care but creating a hybrid model where virtual and physical care complement each other seamlessly. This integration requires sophisticated compliance management, particularly as providers work across state lines: a complexity that specialized tools like CE App's telehealth solutions are designed to address.
Closing Remarks
The Transformative Power of Accessible Primary Care
Dr. Rutledge's decades-long journey in digital health culminates in a simple yet powerful vision: universal access to primary care through technology.
According to Dr. Rutledge, the evidence is clear, "When people have a trusted primary care doctor, they live longer, healthier lives while spending less on healthcare."
“What we're doing is why I've been at this company and persisted through thick and thin... to create a service that's actually available for everyone, and it's live and it's real now,” Dr. Rutledge reflects.
The Critical Role of Support Systems
As telehealth organizations scale to meet growing demand, the importance of robust support systems becomes evident. From managing multi-state licenses to tracking continuing education requirements, the administrative complexity can overwhelm providers and organizations alike. This is where specialized solutions like CE App become essential, enabling healthcare teams to focus on what matters most: patient care.
Resources and Next Steps
For Healthcare Providers
Join HealthTap's Network: VisitHealthTap for Doctors to explore opportunities for virtual practice.
Access Virtual Primary Care: Patients can find same-day appointments atHealthTap.com.
For Telehealth Organizations
Managing a growing virtual care workforce requires sophisticated tools for compliance and continuing education. CE App offers comprehensive solutions designed explicitly for telehealth teams, including:
Automated CE Tracking Across Multiple State Licenses
Disclaimer: This post contains a modified transcript and is not a verbatim representation of the speakers' words. It is intended to capture the essence of the ideas discussed. For the complete context, please refer to theoriginal interview. The views and opinions expressed in this interview are those of the speaker and do not necessarily reflect our organization's official policy or position.
Frequently Asked Questions
Can Virtual Primary Care Really Replace In-Person Doctor Visits?
According to Dr. Rutledge, virtual care can handle most primary care needs effectively. While it doesn't replace all in-person care, high-resolution video visits can address the majority of primary care issues, from acute illnesses like sinus infections and sore throats to managing chronic conditions. Virtual visits often create deeper patient-doctor connections due to the focused, undivided attention during consultations.
How Does A Virtual Primary Care Provider Differ From Urgent Care?
Unlike urgent care for one-off non-emergency conditions, a virtual primary care provider (virtual PCP) offers ongoing care management and builds a lasting relationship with patients. Your virtual primary care team can manage everything from blood pressure monitoring to specialist referrals, creating a comprehensive care plan for your overall health.
What Health Concerns Can Virtual Primary Care Services Address?
Virtual primary care services can manage most health concerns, including:
Acute illnesses (infections, minor injuries)
Chronic conditions like high blood pressure and diabetes
Preventive care and health screenings
Medication management
Mental health support
Answer questions about test results and lab tests
How Do Virtual Visits Work With My Health Insurance?
Most health insurance plans now provide insurance coverage for virtual visits. Many health plans treat virtual primary care the same as in-person visits to a doctor's office. Check with your specific insurance provider about coverage for virtual primary care providers.
Can Virtual Primary Care Providers Order Lab Tests And Imaging?
Yes, your virtual PCP can order lab tests, imaging, and other diagnostic services. They'll send orders to facilities near where patients are located, and you'll receive a welcome kit with instructions. Test results are reviewed during follow-up video visits with your provider.
What Ages Can Use Virtual Primary Care Services?
Virtual primary care serves patients of all ages, including children and elderly family members. Nurse practitioners and doctors in internal medicine provide age-appropriate care through secure video visit platforms accessible via computer or mobile device.
How Quickly Can I Schedule Appointments With Virtual Primary Care?
Unlike traditional in-person waits at a doctor's office, virtual primary care offers exceptional convenience. You can schedule same-day or next-day appointments through your account, even on most major holidays. This convenient access helps you stay healthy without disrupting your routine.
When Would I Need In-Person Health Care Instead Of Virtual?
While virtual primary care can handles most needs, in-person health care is necessary for:
Some specialist visits requiring specific equipment
Your virtual care team will guide you when in-person care is needed and coordinate the transition seamlessly.
How Do Virtual Primary Care Teams Coordinate My Medications?
Your virtual primary care team manages medications electronically, sending prescriptions directly to your pharmacy. They track all your medications in one place, monitor for interactions, and connect with specialists to ensure coordinated care across all your health needs.
What Makes Virtual Primary Care More Than Just Convenience?
Beyond convenience, virtual primary care delivers measurable benefits:
Patients with a primary care doctor live longer
Better preventive care services
Lower healthcare costs
Stronger patient-provider relationship
More time to manage complex health concerns
How Does AI Improve The Telehealth Experience?
AI serves as a force multiplier for doctors by conducting thorough pre-visit interviews. AI allows doctors to spend more quality time with patients, address complex issues, and explore social determinants of health that might otherwise be overlooked in time-constrained visits.
What Are The Measurable Benefits Of Having A Primary Care Doctor?
Research shows that people with a trusted primary care provider:
Live longer (measurably)
Receive higher rates of preventive healthcare services
Experience lower total healthcare costs
Better manage chronic conditions
How Can Doctors Earn CME Credits Through Telehealth Platforms?
HealthTap offers unlimited Category 1 CME credits through its question-and-answer system. Doctors can earn credits by researching and answering patient questions, with integrated access to medical journals and research databases.
What's Preventing Wider Adoption Of Virtual Primary Care?
The main barrier isn't technology or quality, it's awareness. Many patients don't realize they can establish ongoing primary care relationships virtually, not just use telehealth for urgent care transactions. People are still discovering they can connect with a dedicated virtual primary care provider for comprehensive health management.
How Does Virtual Care Benefit Healthcare Providers?