Paso a Paso: Designing a Care Model for Real Life
Care doesn’t happen all at once. It happens paso a paso. Step by step, with consistency, trust, and support.
That’s how we built the Cercanos model from the ground up, with the real lives of Hispanic patients in mind. We didn’t design a system and then ask people to fit into it. We designed a care experience around how people actually live, what they value, and what helps them follow through.
We knew from the beginning that the solution wasn’t just technology or just coaching. It had to be both. It had to be virtual-first but human at its core. It had to work for patients managing diabetes and high blood pressure while also working two jobs or caring for family. It had to speak their language, literally and culturally.
So, we built a care team that meets people where they are. Bilingual coaches who understand food, faith, family, and the way behavior change really happens. Nurses and Physicians who watch clinical trends and know when to act. Pharmacists who help people make sense of their medications. Nutritionists who don’t just give meal plans but actually adjust to what people eat. Behavioral health support that fits into conversations naturally, not as a handoff.
We don’t expect change to happen in a single visit. We show up consistently, checking in every week or more, helping people take the next right step. And when that step involves a clinical intervention adjusting medications, escalating to a provider, flagging concerning symptoms - we act. Our nurses are trained to recognize risk early. Our behavioral health team is integrated, not siloed. Our pharmacists guide medication use with cultural and economic awareness. This is care that sees the full picture, blending everyday support with clinical precision. Sometimes it’s a reminder. Sometimes it’s encouragement. Sometimes it’s helping someone get access to food or find a doctor they trust.
The point is, we don’t try to fix everything at once. We help people build momentum. We walk with them. And we don't walk alone. We invite their families, partners, and support networks into the process. Because behavior change doesn't happen in isolation. When the people around them understand the goals, the challenges, and how to help, patients are more likely to succeed. Whether it's a spouse learning how to support meal planning, a child encouraging their parent to take a walk, or a friend checking in on medications, those connections matter. Real change takes a community, on their own terms.
That’s what makes the Cercanos model different. But there’s another key piece. We don’t operate in a vacuum. Too many solutions today add to the noise. They layer new care plans on top of existing ones without communicating with the people already involved in a patient’s care. We work alongside a patient’s primary care provider and specialists to make sure everything stays connected. Our goal is not to take over. It’s to fill the gaps, share what we learn, and make sure the right hand knows what the left is doing. It’s care designed for real life, not just clinical targets. It’s support that fits into people’s days. And it works.
Paso a paso, people build confidence. Paso a paso, outcomes improve. And paso a paso, we help people move from surviving to thriving.