As the year comes to an end, Dr. Michael Carson and Practice Manager, Michele Rizzuto, reflect on the insights, growth, and standout moments that have shaped their first year in this personalized model of care.
Thinking back on your first year as a concierge doctor, what is the most significant change made in the way you care for patients?
DR. CARSON
Not rushed. It’s not that the medical decisions are different—it’s that we actually have time together. It is a simple but important difference. I’m happiest about this because so much of my job is explaining the “why” behind a diagnosis or treatment. Now I have time to educate, and patients have time to listen, process, ask questions, and get real answers. Total game changer.
MICHELE
The biggest change has been the depth of patient relationships. Patients don’t feel rushed; they feel truly seen. There is a noticeable calm in the office. Conversations are unhurried, questions get answered and people leave feeling cared for instead of rushed through the system.
What were your primary goals in making a change to concierge medicine? How have you been able to accomplish these goals at Carson Internal Medicine?
DR. CARSON
My goals were to get away from corporate medicine where doctors are pushed to “do more with less,” policies and goals are not set by clinicians, and time with patients is sacrificed for corporate metrics. Most importantly, I wanted more time with my patients. I’ve been able to accomplish all of this: I set the priorities, spend the time needed with each patient, and focus on what truly matters for their care.
MICHELE
The goals were to create a more personalized, thoughtful experience for patients and to give Dr. Carson time and space to practice medicine the way it’s meant to be practiced. We wanted to bring back accessibility, warmth, and attention to detail.
Over the past year, I, personally, have seen those goals come to life: patients have direct access to us, follow-ups happen seamlessly, and care plans are coordinated with intention. The atmosphere is more relaxed but also more efficient. Patients sense that and appreciate it.
What lessons have you learned about what patients value most in their healthcare?
DR. CARSON
Patients value time—both the ability to get in quickly and the time spent together during visits. They also appreciate support from staff who genuinely care and aren’t rushed. After years of sprinting through 15-minute appointments, it’s no surprise that what matters most to patients is having enough time for me to listen to them, to talk, ask questions, and feel heard. I’m always flattered when patients ask about my family or how the practice is going, but that only happens because we’ve had the time to fully address their health concerns. That extra time makes all the difference in building real relationships and trust.
MICHELLE
Patients value connection more than anything else. They want to feel known, not just treated. They love being able to call and know they’ll get a quick, personal response. They value the continuity – seeing the same faces, hearing familiar voices, knowing someone is paying attention to their overall health. Many have told me that they feel “safe” here, and I think that says everything about what concierge care has allowed us to build.
Can you describe a moment this year that reaffirmed your decision to make the change to concierge?
DR. CARSON
Starting as a resident, I set a goal to be perceived as a valued teammate; someone people could rely on, and with whom they would enjoy working. I mentored and guided not just physicians, but also administrative and clinical staff, helping everyone grow as professionals. In my leadership roles I engaged coworkers by being transparent, open to new ideas, and promoting individual growth. I found I was well suited for hospital quality improvement leadership because it allowed me to prioritize optimizing patient care over ego. A concierge model completely supports achieving those goals.
This year, what truly reaffirmed the decision is the appreciation that patients express for being able to be seen the same day for a new issue. Whether treatment is required or not, it’s incredibly satisfying when patients thank me for offering reassurance so quickly, confirming that our availibility makes a difference.
That level of responsiveness and impact—for both patients and the team—just isn’t possible in the old model, and it’s exactly why this change has been so rewarding.
MICHELE
There have been so many, but one stands out: A patient came in who’d been juggling a complicated medical issue and told me, “This is the first time I’ve felt like a doctor’s office is truly on my side.” I believe that comment summed up everything we hoped concierge care would be – a partnership instead of a transaction. It’s moments and comments like that when I know the right decision was made.
Can you share an example of how you were able to go above and beyond for a patient in a way that wasn’t possible previously?
DR. CARSON
After my residency at Brown I stayed on to complete a 2-year fellowship as a consulting internist for pregnant women with medical issues. It served as the groundwork to launch my career as a faculty member, educator, researcher, and administrator. During my fellowship I quarterbacked care addressing highly complex issues advocating not just for the mother, but for her baby, her husband, and the obstetrician who was also invested in keeping two patients healthy. I learned that knowing how to navigate hospital systems and get patients the care they need is the norm; what I should always expect. So going “above and beyond” is my standard and the approach I teach the residents to do every time. The differences in this practice are high level communication, having phones answered by a person, the ability to be seen the same day/next day, the ability to be seen by your doctor, time for me to learn about you as a person, and a staff who is engaged and excited to do anything they can to support patients.
MICHELE
Preventing a hospital admission before a holiday.
The day before a holiday weekend, a patient called the office with concerning symptoms. Instead of deferring care, the patient came in that same day so Dr. Carson could evaluate and treat promptly. We helped coordinate follow-up communication throughout the weekend to monitor their condition and ensure the patient was stable.
Result: The patient stabilized and was able to remain at home instead of going to the hospital. The patient shared how much it meant to have the office looking out for them, even during the holiday weekend.
What types of patients might benefit most from being a member of Carson Internal Medicine?
DR. CARSON
We have a diverse patient population in terms of ages, genders, occupations, and levels of medical complexity. The main reason people join this practice is frustration with the churn of corporate medicine. They want meaningful conversations about their health with a physician who actually has the time to get to know them.
A big draw is that we answer the phone ourselves—no call centers, no phone trees. You can get in to see your doctor the same day or next day, and you’re never waiting months for an appointment or feeling rushed through your visit.
You don’t have to be “sick” to benefit from this practice model. Every patient, whether they have a complex medical history or just want to optimize their health, gets the time and attention they need.
I enjoy how often I have the opportunity to help patients sort through the overwhelming amount of online information, which is often incomplete, confusing, or not fully applicable to their situation, so they can make informed decisions and feel comfortable with their care.
For those with more complex needs—like patients who see multiple specialists—I draw on my fellowship experience where I was the ultimate quarterback of care. I love being able to review care plans, coordinate with other providers, and offer reassurance that everything makes sense and is well managed.
In short, anyone who values access, time, and a team that genuinely cares will feel at home here.
MICHELE
While some assume concierge medicine is primarily for older patients or those managing chronic conditions, we care for wide range of patients. Many younger individuals and families join because they value accessibility, convenience, and a more personalized approach to prevention and wellness.
If you or someone you know is interested in this type of personalized healthcare, call us to schedule a meet & greet with Dr. Carson.