In healthcare, technical skill is only part of the equation. The way patients feel during their care, the listening, trust, and human connection, can be just as important as the treatment itself. This is where the idea of culture comes in: the values, behaviors, and leadership practices that shape how teams interact with one another and with patients. On The Concierge Doc Podcast, Dr. Jason Littleton welcomed Dr. Susan Rilley Salgado, Ph.D., a culture strategist known for her work with Union Square Hospitality Group and Shake Shack. Their discussion revealed how lessons from hospitality and leadership can transform healthcare, especially in the context of personalized concierge care.

Dr. Susan explains that real culture isn’t about surface perks like ping pong tables or trendy slogans. It’s about shared values, consistent respect, and leaders modeling the behaviors they expect. In medicine, that means physicians and staff who make patients feel heard, safe, and cared for, because patients can sense when compassion is genuine. One simple but powerful example is pausing before leaving the exam room. When doctors sit down, ask if there are more questions, and wait a few seconds in silence, patients open up. This small shift prevents confusion, reduces unnecessary callbacks, and builds trust. It’s not about luxury, it’s about listening.

Personalized concierge care creates the environment where this kind of authentic care is possible. Unlike insurance-driven models that push doctors to see 24–30 patients a day, concierge physicians may spend an hour or more with each patient. This time allows them to combine technical excellence with what Dr. Salgado calls a “sense of abundance”: calm, attentive care on the surface, supported by strong systems behind the scenes.

Just as in hospitality, culture also matters inside the practice. Employees who feel respected and supported are more likely to deliver compassionate care. Leadership plays a central role in this alignment, what is tolerated becomes the true culture. And culture doesn’t stop at the clinic door; it extends to referral partners, specialists, and even hospital staff. Choosing collaborators who share the same values of empathy and attentiveness ensures patients experience consistency across their care journey.

Even small, everyday actions make a difference: eye contact, clear communication, and honesty when mistakes happen. Perfection isn’t the goal. authenticity is. Patients forgive imperfections when they feel genuinely cared for. Concierge medicine, as Dr. Salgado describes, is “the way medicine is supposed to be.” By giving physicians the gift of time, it makes space for deeper trust, better communication, and a culture of care that benefits everyone.

At Littleton Concierge Medicine, Dr. Jason Littleton and his team embody this philosophy with world-class care built on trust, culture, and compassion. To learn more about our personalized concierge care, schedule a consultation today.