From Evidence to Action: Primary Care 2.0 in the Workplace

In my previous article, Primary Care 2.0, I reflected on the need to redesign primary care as something more than a single point of entry into health systems. I argued for a model that is continuous, connected, and trustworthy. Today, I want to build on that idea with something very concrete: evidence that shows how this new model of primary care is already making a difference, and why companies, not just health systems, must play a central role in scaling it.

Recently, Diagnostikare was the subject of an independent report by 60 Decibels, a globally recognized firm specializing in social impact measurement. 60 Decibels has conducted more than 2.3 million interviews across 90-plus countries, establishing itself as one of the most credible voices in understanding how people actually experience products and services (60 Decibels, Diagnostikare Insights Report, sponsored by Global Partnerships, September 2025). For us, their evaluation was more than an audit, it was a validation that what we are building resonates deeply with the people it is meant to serve.

What Patients told 60 Decibels

The report’s findings were striking.

1. Trust and satisfaction: 92% of users expressed confidence in Diagnostikare, and 9 in 10 said they received exactly the help they needed.

2. Impact on health: 87% reported improvements in their health, and 74% felt more capable of managing their own well-being.

3. Access and affordability: 8 out of 10 said that without Diagnostikare, care would have taken much longer or cost significantly more.

4. Productivity and daily life: 70% of patients reported fewer lost days at work or school thanks to the care they received.

Perhaps most powerful were the individual stories behind these numbers. One patient told researchers, “Without this service, I wouldn’t know where to turn for my child’s health.” Another reflected, “It’s the first time I feel truly listened to in a consultation.” These voices remind us that data is not just about percentages, it is about dignity, reassurance, and trust.

Why Eternal Validation Matters

It is one thing for a company like ours to claim that we deliver high-quality, patient-centered care. It is something else entirely for an independent global firm, using rigorous methodologies, to confirm that patients feel healthier, safer, and more productive because of our model.

This matters because Primary Care 2.0 cannot be built in a vacuum. It requires legitimacy, credibility, and the confidence of all stakeholders -governments, insurers, employers, and, above all, patients themselves. By publishing their findings, 60 Decibels has helped elevate the conversation from promise to proof.

But the report also pushed me to think about the "where" of primary care. In Mexico, as in much of Latin America, public health systems remain overstretched and underfunded. Meanwhile, people spend more than 90,000 hours of their lives in the workplace -roughly one-third of their waking lives (World Health Organization, Global Workplace Data). That means companies are not just employers; they are de facto health environments.

When a significant share of chronic conditions like diabetes, hypertension, or mental health challenges manifest in working-age populations, it becomes evident that companies have both an opportunity and a responsibility. Opportunity, because healthier employees are more engaged, more productive, and more loyal. Responsibility, because ignoring prevention and early care translates into absenteeism, presenteeism, and escalating healthcare costs.

Primary Care 2.0, with its focus on continuity, data-driven personalization, and trust, is uniquely suited to thrive in corporate environments. Employers can offer health programs that go beyond episodic consultations to create ecosystems of care, programs that accompany people across time, across channels, and across different dimensions of health: physical, mental, and social.

From Episodic Care to Strategic Value

Traditional workplace health programs have often been transactional: annual check-ups, sporadic campaigns, or access to a call center. While well-intentioned, these initiatives rarely change long-term outcomes. What the 60 Decibels report tells us is that when primary care is delivered in a more human, continuous, and connected way, it does not just improve health, it also impacts people’s confidence and their ability to show up fully in their lives, including at work.

Imagine the difference between an employee who has to wait several days for a doctor’s appointment in the public system, or who could sort it out at a pharmacy clinic but in a very transactional way, versus one who can access trusted medical advice instantly, follow up with a psychologist the same week, and receive nutrition guidance tailored to their lifestyle. The former is a burden on productivity and morale. The latter is an asset to the company.

Building Trust in the Digital Era

Trust, as I wrote previously, is the most valuable intangible in healthcare. In digital environments, where there is no physical presence to reassure a patient, consistency and transparency become paramount. The 60 Decibels findings confirm that trust can indeed be built digitally, provided there is rigorous clinical governance, data security, and a commitment to patient-centered design.

For companies, this is especially relevant. Offering a digital-first, validated primary care model signals to employees that their employer is serious about their well-being. It is a tangible way of saying: we invest in you, not just as workers, but as people.

The Call to Action

If health systems in Latin America are struggling to keep up with demand, employers must recognize that they are not bystanders. They are active players in the health ecosystem. They can either continue to absorb the costs of fragmented, reactive care, or they can help catalyze a new model of prevention, continuity, and trust.

The independent validation from 60 Decibels should serve as both reassurance and a challenge: reassurance that Primary Care 2.0 works, and a challenge to scale it through the very places where people spend most of their lives: their workplaces.

At Diagnostikare, we see this as more than a business model. It is a vision of shared value: healthier employees, stronger companies, and ultimately, a more resilient society. The question is no longer whether companies should be involved in primary care, but how quickly they can embrace the role.

Because in health, the most strategic thing is also the most human: being close, being continuous, and being trustworthy.