In a recent edition of Hospitalogy, health care analyst and newsletter author Blake Madden spotlighted Lumeris and its transformative Primary Care as a Service™ (PCaaS) model—an approach that aims to fundamentally reimagine how primary care is delivered, accessed, and scaled across the United States.
Imagine having key stressors that lead to physician burnout and patients missing opportunities for preventive care becoming relics of the past. That’s exactly the vision the team at Lumeris is championing: a future where Primary Care as a Service (PCaaS) becomes the model for how care is delivered, experienced, and scaled, how physicians are supported, and how patient outcomes are improved."
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At the core of that vision is Tom™, Lumeris’ AI-enabled PCaaS platform, designed to act as a digital member of the care team. As Madden describes it, Tom “aggregates data to create more complete patient records,” drawing from a wide array of clinical and non-clinical sources—from EHRs and labs to wearables and social determinants of health. From there, it computes the “Best Next Action” using intelligent, data-driven algorithms—then acts on it.
“Tom doesn’t just passively signal a clinician what that action is,” Madden noted. “Tom takes action like an AI-powered care team member: autonomously scheduling, following up, educating, flagging urgent issues, and closing care gaps behind the scenes.”
The piece outlines how the PCaaS model leverages Tom’s capabilities to address a looming national crisis. The Health Resources and Services Administration projects a shortfall of 87,000 primary care physicians by 2037, which could leave more than 100 million Americans without adequate access. PCaaS offers a way to extend capacity without relying solely on expanding the workforce.
Madden also emphasized that AI “doesn’t just digitize processes—it redefines capacity.” In his breakdown, he highlights four primary benefits: augmenting clinical judgment, extending reach through virtual agents, reducing administrative burden, and improving preventive care adherence.
What differentiates PCaaS from past digital health efforts is its shift away from fragmented point solutions. “If you start implementing one tool for intake, another for scheduling, another for analytics… the fragmentation can create more inefficiencies, not fewer,” Madden wrote. The answer, he argues, is “a unified operating system for primary care,” which is exactly what Lumeris is building through Tom.
To support this work, Lumeris has formed key partnerships with:
- Google Cloud, providing scalable infrastructure and large language models;
- Wolters Kluwer’s UpToDate®, integrating evidence-based clinical decision support;
- MIT’s Computational Biology Lab, advancing predictive modeling and precision care.
Together, these collaborations form the backbone of a platform-first model for primary care delivery—one that supports physicians, engages patients, and expands systemwide capacity.
Read the full Hospitalogy newsletter.
