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Independence Blue Cross's Exceptional Post-Acute Care Program

Enhancing Member Outcomes and Lowering Costs

Independence Blue Cross (IBX) has been setting new benchmarks in post-hospital recovery through its innovative Post-Acute Care Program, which was launched in July 2022. Tailored specifically for Medicare Advantage members, this program aims to streamline recovery processes while ensuring that members receive effective care post-discharge. Using a blend of predictive analytics and proactive case management, the program focuses on home-based recovery, ensuring that patients receive the right support at crucial times.

According to recent reports, the impact has been substantial, with notable enhancements in patient satisfaction and overall recovery outcomes. Since its inception, the program has not only improved the experience captured in CAHPS survey scores—an important tool used to gauge patient experiences—but has also achieved remarkable savings of $13 million. Such accomplishments were recently recognized when IBX received the prestigious Blue Cross Blue Shield Association's (BCBSA) North Star Award for demonstrating tangible benefits to its members.

Proactive Engagement: A Key to Success

"We are proud of this program and how it drives forward IBX's mission of focusing on members' whole health," stated Kortney Cruz, senior vice president of Government Markets at Independence Blue Cross. This proactive approach encapsulates how IBX engages its members, ensuring personalized services for each patient. The emphasis on offering support in the comfort of their homes speaks volumes about the effectiveness and compassion embedded in IBX's healthcare philosophy.

Addressing the essential need for convenient healthcare has become increasingly relevant as the aging population rises. The Post-Acute Care Program successfully caters to this necessity. It has proven instrumental in enhancing overall health experiences and improving recovery outcomes, showcasing its relevance and need within the current healthcare landscape.

The Results Speak Volumes

Some of the marked improvements since the program's rollout include:

• - Improved Satisfaction: Member satisfaction levels have soared, reflected in the positive responses collected through CAHPS survey scores. Notable enhancements in ratings have been observed in aspects such as health plan satisfaction and customer service.
• - Increased Engagement: The program has led to a 300% rise in self-referrals to Carallel, a caregiving support organization, and a 56% increase in case management referrals, which aid in assisting patients as they navigate their care.
• - Cost Savings: In 2019, the costs for post-acute care for IBX Medicare Advantage members were recorded at $65.3 million. Since the introduction of the Post-Acute Care Program, the organization has successfully achieved $13 million in savings by engaging its members earlier and preventing unnecessary hospital readmissions.

According to Diana Lehman, B.S.N., R.N., vice president of Case and Condition Management at IBX, the real success of the program can be seen in the personal stories of members. For instance, an onsite nurse's intervention enabled a member to adjust pain management medication, ultimately enhancing their engagement in physical therapy and ensuring a smooth transition back home. In another instance, coordinated efforts involving a case manager led to improved mobility and nutritional intake for a member, showcasing the program's holistic impact on health and quality of life.

Looking Ahead: A Commitment to Enhancement

IBX aims to further expand the reach and impact of the Post-Acute Care Program to even more members. Plans include refining their predictive analytics capabilities, establishing deeper partnerships with care providers, and enhancing support resources tailored for caregivers and families.

As the leading health insurance organization in southeastern Pennsylvania, Independence Blue Cross continues to forge innovative pathways that support the health and wellbeing of the communities it serves. With a solid track record of over 85 years, IBX is committed to delivering healthcare solutions that not only focus on immediate health concerns but also emphasize long-term health sustainability. For more information about their offerings, visit ibx.com.