Old rules	New rules
Patient often doesn't see own doctor	Patient nearly always sees own doctor
Patient comes cold to consultation	Patient is helped to prepare for visit
Appointment slots filled weeks ahead	Most slots open at start of each day
See a single patient	Group visits
Face to face care	Email, phone, fax, and web
Demand is patient driven	Demand can be shaped by doctors
More capacity needs more resources	Capacity increased by reducing waste, improving efficiency