The New Urgent Care: Why MedEx’s Nordstrom-Style Service Appeals to High Flyers

You’ve closed a seven-figure deal, your calendar is packed with back-to-back meetings, and then it happens – a minor injury that needs immediate attention. The last thing you want is to spend two hours in a cramped waiting room with outdated magazines, terrible coffee and staff who treat you like just another number in the queue.

For high-earning professionals who demand excellence in every aspect of their lives, the traditional urgent care experience feels like a punishment. Steven Cantrell thinks he has the solution.

From Surfing Injury to Service Revolution

Cantrell’s journey to founding MedEx Urgent Care began with exactly the type of experience that would frustrate any executive. When his son sustained a minor surfing injury in California, what should have been a quick fix turned into an ordeal. ‘We encountered indifferent staff and unreasonable wait times for a simple procedure,’ Cantrell recalls.

The healthcare veteran, with over 30 years in the industry, recognised a fundamental problem. While traditional urgent care centres might get the job done medically, they fail spectacularly at treating patients like valued customers. This realisation sparked Cantrell’s decision to completely rethink how urgent care should operate.

The Nordstrom and Disney Formula

Rather than looking to other medical facilities for inspiration, Cantrell turned to retail and entertainment giants known for exceptional service. MedEx Urgent Care operates on principles borrowed from Nordstrom’s legendary customer service and Disney’s guest experience standards.

‘The customer—not patient—always comes first,’ asserts Cantrell, deliberately using retail terminology that might make some healthcare professionals wince. The facilities feature entertainment options, quality beverages, snacks and toys for children – amenities that acknowledge patients are human beings with preferences beyond basic medical needs.

Most critically, MedEx promises patients are seen within 15 minutes. While traditional urgent care wait times range from 15 to 45 minutes, MedEx’s guarantee puts them at the top end of service delivery.

Zero Tolerance for Mediocrity

Cantrell’s hiring philosophy mirrors the standards high-performance executives apply in their own organisations. Staff undergo rigorous vetting and training to ensure alignment with service values. ‘Those who fail to meet our service standards are immediately dismissed,’ Cantrell explains.

This zero-tolerance approach creates an environment where excellence isn’t optional – it’s the baseline. For clients accustomed to surrounding themselves with top performers, this commitment to maintaining standards resonates strongly.

Profit vs People Problem

The broader healthcare industry’s focus on financial returns over patient experience isn’t news to anyone who’s navigated the system recently. ‘Healthcare today prioritises profits over people,’ Cantrell states, acknowledging what many executives already understand about the industry’s priorities.

MedEx’s approach involves genuine patient advocacy, including hands-on help navigating insurance complexities. ‘Healthcare insurance companies often create barriers, and patients need an informed advocate by their side to help navigate these challenges effectively,’ Cantrell notes. For busy professionals whose time is valuable, having someone else handle insurance battles represents real value.

Beyond Basic Care

Cantrell’s initiatives extend beyond the clinic walls. Through programs like Athletes for Life, which provided free cardiac screenings across the country, MedEx demonstrates a commitment to preventative care. The founder is also passionate about reducing medication costs, stating: ‘If I can manage to reduce the cost of medication and enhance someone’s quality of life, it is worth every effort.’

These broader initiatives reflect an understanding that high-performers think about their health proactively, not just reactively when problems arise.

The High-Performance Healthcare Market

Cantrell’s approach aligns with a growing trend. The U.S. concierge medicine market reached $7.35 billion in 2024 and is projected to grow significantly, driven by demand for personalised care in major metropolitan markets. Companies in competitive sectors increasingly include concierge medical services in executive compensation packages.

Currently operating in Seal Beach, California, and Fayetteville, North Carolina, MedEx represents a small but growing segment of healthcare providers who understand that service quality matters as much as medical expertise. Premium concierge medical services targeting executives are expanding across major markets, offering 24/7 physician access and luxury amenities that eliminate traditional healthcare frustrations.

What This Means for High Performers

For executives who optimise every other aspect of their lives, accepting substandard healthcare service makes no sense. The MedEx model – speed, genuine attention, comfort and advocacy – addresses the specific pain points that traditional urgent care ignores.

The question becomes: how much are your time, health and comfort worth? For those accustomed to excellence in business dealings, dining and travel, accepting mediocre healthcare service feels increasingly outdated.

As boutique healthcare services expand in metropolitan areas, the choice between traditional urgent care and premium alternatives becomes clearer. The rise of service-focused medical providers suggests the market is responding to what high-performers have always known – that quality and efficiency aren’t luxuries, they’re necessities.