A Step Beyond Care

In today’s world, convenience is everywhere. We can order groceries with a few taps, schedule transportation instantly, and access nearly anything online. Yet health care often feels like it’s moving in the opposite direction. Patients routinely wait months for appointments, spend valuable time navigating phone systems, and often leave visits feeling rushed or unheard.

Harley Street Medical believes there is a better way.

Founded more than 40 years ago on Manhattan’s Upper West Side, Harley Street Medical was built on a simple premise: to restore the patient-physician relationship. Over the years, as health care has become increasingly fragmented and impersonal, that mission has only become more important. After expanding to three Manhattan locations, the practice recently opened a new office in Ho-Ho-Kus, bringing its relationship-based approach to Bergen County.

Concierge medicine offers patients a more personalized and accessible health care experience through a membership model. By caring for fewer patients, physicians can devote more time to each individual, developing a deeper understanding of their medical history, health goals, and personal concerns. At Harley Street Medical, patient care begins long before a physician enters the room.

Beyond the Exam Room

Director of Practice Operations Christina Bas believes exceptional health care is a team effort that extends to every interaction a patient has with the practice.

“I really believe the patient experience belongs to the entire team, not just the physician,” she says. “It starts before a patient ever walks into the office. It’s how we answer the phone, how they’re greeted, whether we remember their preferences, how quickly we respond when they need help, and how easy we make it for them to navigate their care.”

That attention to detail can take many forms, from remembering a patient’s preferred coffee order to asking about their upcoming vacation. More often, it involves a great deal of behind-the-scenes coordination. As Bas explains, “We help our patients get into specialists’ offices quickly, assist with coordinating care, and make phone calls to help wherever necessary. Those moments are what turn good service into a long-lasting relationship.”

The Concierge Model

Dr. Karen M. Hart and Dr. Anne Marie Valinoti joined Harley Street Medical’s Ho-Ho-Kus office because they wanted to practice medicine in a way that allows for more meaningful patient relationships and more comprehensive care.

Patients in today’s health care system face many challenges, including lengthy appointment wait times, rushed visits, and limited follow-up. For Dr. Hart, practicing at Harley Street Medical represents a return to the type of medicine that first inspired her to become a physician.

“When I began practicing medicine, I had enough time to spend with each patient, but over the years, appointments became shorter, and even complex patients were seen in abbreviated visits,” she explains. “I missed the ability to delve deeper into problems and treatment options with patients. The concierge model has allowed me to return to what I find most rewarding about medicine—getting to know my patients.”

Dr. Valinoti has witnessed the frustrations among patients trying to navigate today’s health care system. “Even people who have an established primary care physician can run into obstacles getting routine scans and testing scheduled, or seeing specialists promptly.”

Hart notes that patients often struggle to see a trusted physician when they need one most. “When patients develop an acute issue, they may be referred to an urgent care center and be seen by a provider with whom they do not have a long-standing relationship,” she says.

The Value of Time

For the physicians at Harley Street Medical, trust and continuity form the foundation of great health care. Meaningful conversations encourage patients to discuss concerns, fears, and questions they might otherwise keep to themselves. Over time, that relationship allows physicians to better understand each patient’s health history, personality, and preferences, leading to more personalized care and stronger outcomes.

The benefits of that approach are already evident. Dr. Valinoti recalls working with a patient who suffered from an uncommon collection of medical issues that had long eluded diagnosis.

“Because of the time I was able to spend on record review and discussion, we were able to unearth an old test result that helped us better understand his condition,” says Valinoti. “This revelation was very meaningful to him. The value of having the time to dive deeply into a patient’s medical records can’t be overstated in a case where someone has a complex history.”

Patients with multiple specialists or complicated medical histories can benefit significantly from this level of oversight. As Hart explains, “Because I know the patient and have the time to review all the results, I can make sure the patient’s overall health care plan is appropriate and coordinated.”

White-Glove Coordination and Advocacy

For busy professionals, caregivers, and frequent travelers, coordinating medical appointments can be a challenge. Harley Street Medical seeks to remove that burden by helping schedule imaging studies, specialist consultations, and follow-up appointments while connecting patients with providers best suited to their needs. They then take the lead in following up with the specialist physicians or external facilities directly to ensure that all relevant notes and results are centralized in one place within the Harley Street Medical systems.

In an era where patients have access to endless health advice online, having a trusted physician to help interpret information can be invaluable. Dr. Valinoti appreciates being able to spend time discussing health information patients encounter and helping them evaluate it thoughtfully.

Hart adds that supplements and compounded medications have become increasingly popular and believes open conversation is essential. “I want my patients to feel comfortable bringing these products to me, and together we can review and discuss purported benefits as well as potential risks.”

What Patients Remember Most

When asked what she hopes patients say when they look back on their health care journey with Harley Street Medical, Hart’s answer focuses on support, accessibility, and partnership.

“I hope that my patients feel that they are receiving excellent medical care, and that I am here for them when they need me. Whether that means getting them in for an appointment when they need one, answering a phone call, talking through a question, or coordinating care with a specialist, the team at Harley Street is here to help. Ultimately, I want my patients to feel that their health care was personal and coordinated, and that they were never navigating the medical system alone.”

Valinoti shares a similar perspective, emphasizing the importance of making patients feel fully supported by everyone in the practice. “I hope my patients feel completely cared for. That includes the care and attention they get from me and everyone in our office. My patients should feel like the burden of managing their care (or their family member’s care) is really shouldered by us here at Harley Street Medical.”

For Bas, the difference often comes down to the team’s commitment to service. As she puts it, “Our team works to ensure patients have the best experience at their appointment! Whether you need a warm cup of tea as you arrive or some complex visits scheduled on your behalf, we are there for you.”

Ultimately, Bas believes patients value something increasingly rare in health care today. “I think what patients value most is feeling genuinely known and cared for. From the first visit, we get to know our patients and learn their preferences and concerns. Our casual conversations make them comfortable and create a high level of trust, which encourages patients to communicate more openly, ultimately helping us provide better care. We take this privilege and responsibility very seriously. Our team is really paying attention and looking out for you at Harley Street Medical!”

Find more information, visit harleystreetmed.com/nj.

Dr. Karen Hart graduated from Princeton University before receiving an MD from Washington University in St. Louis. She has been named a Top Doctor by Castle Connolly and a Top Internist in Bergen County by Bergen County Magazine every year since 2017.

Dr. Anne Marie Valinoti holds a BA from Haverford College and an MD from the College of Physicians and Surgeons at Columbia University. She has been recognized as a Top Doctor by Castle Connolly for over 15 years and as an Exceptional Woman in Medicine.