Strategic Partnership Overview
Cleveland Clinic is significantly advancing its collaboration with Amazon One Medical to revolutionize primary care accessibility throughout northeast Ohio. This strategic alliance, which officially launched in October 2024, represents a groundbreaking approach to delivering hybrid primary care services while leveraging cutting-edge digital health innovations.
According to James Gutierrez, MD, chief of the Cleveland Clinic Primary Care Institute, this partnership goes beyond a typical healthcare collaboration. The academic health system selected Amazon One Medical specifically for their proven track record and innovative approach to modern healthcare delivery. This relationship allows Cleveland Clinic to expand its primary care footprint while maintaining the high-quality standards the organization is known for globally.
Expansion Timeline and Locations
The partnership’s first tangible milestone will materialize with the opening of a co-branded clinic in Avon, Ohio, scheduled for late October 2025. This initial location will serve as a testing ground for the collaborative model and help establish best practices for future expansions. Following the success of the Avon facility, a second office is planned for Shaker Heights, Ohio, in early 2026, further extending primary care access across the region.
These strategic location choices reflect careful market analysis and demographic research. Both communities represent areas with growing demand for accessible, technology-enabled primary care services. The phased rollout allows both organizations to refine their operational approach and ensure seamless integration of services.
Personalized Market Approach
Understanding Local Healthcare Needs
Dr. Gutierrez emphasized that Amazon One Medical takes an individualized approach with each health system partnership. Rather than implementing a one-size-fits-all model, they invested significant time understanding the unique characteristics of the Cleveland market and greater northeast Ohio region.
“They really worked with us to understand the nuances of the Cleveland market,” Dr. Gutierrez explained. This collaborative approach focused on identifying what Cleveland Clinic prioritizes when delivering outstanding primary care, ensuring the partnership aligns with the health system’s core values and patient care philosophy.
Prime Membership Benefits
The partnership strategically leverages Amazon’s extensive Prime membership base. Prime members receive significant discounts on One Medical subscriptions—just $99 annually or $9 monthly—making quality primary care more affordable and accessible. Many employers also offer One Medical as an employee benefit, further expanding potential patient reach.
Operational Structure and Revenue Sharing
The business model features a sophisticated operational framework. Amazon One Medical will own and operate the facilities, handling day-to-day management and employing all clinical and administrative staff. However, Cleveland Clinic maintains substantial involvement through shared revenue arrangements and strategic oversight.
Cleveland Clinic is contributing startup costs to launch these practices, demonstrating significant financial commitment to the partnership’s success. Both organizations participate in a joint operating council, ensuring collaborative decision-making and strategic alignment. Each organization has designated project managers coordinating various workstreams, from physician credentialing to IT integration.
Technology Integration and Patient Safety
Epic EHR Integration
One of the partnership’s most complex undertakings involves integrating Cleveland Clinic’s Epic electronic health record system with One Medical’s proprietary health records platform. The health system’s IT team has worked extensively to ensure seamless communication between these systems.
“We want to make sure that if a patient moves from an Amazon One Medical primary care doc to a specialist at Cleveland Clinic or any other Epic shop and back, there’s good communication,” Dr. Gutierrez stated. This integration prioritizes patient safety and continuity of care, ensuring providers across different settings have access to complete, current patient information.
Facilitating Specialty Care Orders
Beyond basic communication, the IT integration facilitates specialty care orders, diagnostic testing, and care coordination. Dr. Gutierrez noted that both organizations have “excellent IT people,” making this one of the busiest but most successful work streams over the past year.
Patient Choice and Specialty Care Access
The partnership maintains patient autonomy regarding specialty care decisions. Patients and providers remain free to pursue specialty care at any health system in northeast Ohio, not just Cleveland Clinic facilities. While Dr. Gutierrez anticipates a “natural comfort level” with Cleveland Clinic specialists, no contractual or financial mechanisms compel patients toward specific providers.
This patient-first approach demonstrates both organizations’ commitment to what’s best for patients rather than business interests, a crucial factor in maintaining trust and delivering patient-centered care.
Learning Digital-First Healthcare Delivery
Cleveland Clinic views this partnership as a valuable learning opportunity regarding digital-first care delivery. Amazon One Medical offers 24/7 virtual care to members through text or video consultations, along with online scheduling for same-day and next-day in-person appointments.
These digital capabilities represent the future of primary care, where patients expect immediate access to their healthcare providers through multiple channels. By collaborating with Amazon One Medical, Cleveland Clinic gains insights into scaling these digital services while maintaining clinical excellence.
The Primary Care Access Mission
Three Core Principles
Dr. Gutierrez outlined three fundamental reasons why everyone should have a primary care physician:
- Easy access pathway when health issues arise
- Excellent chronic condition management
- Healthcare system navigation support, serving as the patient’s quarterback
Expanding Options for Northeast Ohio
“What we’re most excited about is this gives us another way we can continue to expand primary care in northeast Ohio,” Dr. Gutierrez emphasized. This partnership complements Cleveland Clinic’s traditional primary care practices, which continue growing independently. The goal is providing more options and greater availability for northeast Ohio residents to establish relationships with primary care providers.
The executive-level endorsement and support throughout Cleveland Clinic have ensured exceptional engagement from every department needed to deliver on this ambitious initiative, positioning it for long-term success in transforming primary care access across the region.
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