Patients value having a provider they can trust, especially for relationships that last over a lengthy period of time (not just for your annual check-up). But the healthcare systems constraints towards optimization makes personalized, quality care hard to achieve. Likewise, patients want an emotional investment from providers who need to protect their emotional labor and work-life balance. We can’t redesign government policies, insurance coverage, and the overall healthcare business model. Instead, patients want an actionable solution for their immediate future: “how do I make the most out of time I have with providers” right now. Using service design, we’ve focused on helping patients feel supported throughout their healthcare journey. Since patient trust is important to establish between providers and healthcare institutions, we’ve created a service that prioritizes empathy and understanding.