Return on Health Virtual Care Case Study: Complex Care Coordination

At the onset of the COVID-19 pandemic, Cityblock recognized the need to adapt its traditional care model and workflow to engage patients virtually to prevent disease spread and continue delivering care management to patients in the safety of their homes. To address this need, Cityblock developed and began implementing the mobile integrated care program for a subset of Cityblock members.

In the early stages of this virtual approach, Cityblock sent members links to participate in video appointments; however, many members faced connectivity challenges, which resulted in high no-show rates. To address these barriers, Cityblock launched a pilot where they delivered computer tablets directly to members’ homes.

Cityblock’s virtually integrated care team is comprised of a community health partner (with a similar background and training as a community health worker), nurse care manager, nurse practitioner or physician primary care provider, behavioral health therapist, and psychiatrist.