Here’s an update on high-intensity in-home care program through Landmark

We’ve communicated extensively about the Landmark high-intensity in-home health care program in The Record over the past two years. This month, we want to bring you a quick overview of the program, along with a look at some of our program outcomes and what members are saying about the program.

Background

Blue Cross Blue Shield of Michigan and Blue Care Network launched the Landmark high-intensity in-home care program in late 2021 for eligible members in Southeast Michigan with coverage through a group customer. The program was expanded in phases and, since January 2023, it’s available to all eligible Medicare Plus Blue℠ and BCN Advantage℠ members who reside in Michigan’s Lower Peninsula.

Blue Cross and BCN offer this program as a benefit for our most at-risk members. This additional in-home support is also something employer groups have requested to help improve quality of life and health outcomes.

To be eligible for the Landmark program, members must have multiple chronic conditions and take a high number of prescription medications. Currently, approximately 15% of Blue Cross and BCN’s Medicare Advantage members are eligible.

How the Landmark program works

Using a physician-led, interdisciplinary team, the Landmark program complements office-based primary care by:  

• Collaborating and coordinating with each member’s primary care provider, using the primary care provider’s preferred method of communication 
• Supporting frail, elderly patients who want help managing their conditions through in-home care 
• Delivering additional supportincluding medical, behavioral and urgent care; medication management, and 24/7 nurse triage when a member is unable to reach their primary care provider

The Landmark program provides supplemental support and reinforces the primary care provider’s plan of care for chronic condition management. It doesn’t replace a member’s primary care provider, and members don’t become attributed or assigned to Landmark. Because the Landmark program is part of members’ benefits, eligible members can choose whether they want to participate.

Program outcomes

We’re beginning to see the benefits of the Landmark program on this vulnerable member population.

Early data from the initial phase of the program has shown the following for engaged members:

• An increase in primary care provider visits
• A decrease in acute inpatient utilization after a period of time in the program 
• High member satisfaction, with 96% rating it as excellent, very good or good

Collaborating with physician organizations

Landmark has built collaborative relationships with a number of physician organizations and is willing to adapt processes and communication methods to best meet the unique needs of each physician organization.

At a recent Physician Group Incentive Program meeting, Sparrow Care Network shared details of how they’re working with Landmark to build a successful collaboration, despite initial concerns from Sparrow providers about the program. The working relationship is being customized to fit into Sparrow’s overall Population Health Service Organization and requires engagement from clinical and operational teams from both organizations.

Sparrow care managers also play a significant role in ensuring communication flows appropriately in both directions. Sparrow has expressed appreciation for Landmark’s flexibility and responsiveness and continues to collaborate on achieving the best care outcomes for patients.

What members are saying about the Landmark program

Here are several comments from Blue Cross and BCN members who are engaged in the Landmark program:

“I was in need of some help. My doctor wasn't available. Erica (nurse practitioner) arrived within a few hours. Erica was very friendly and professional. I am grateful for her help.”

“Wonderful experience. Very professional, but very caring. Very nice to have medical service at home.”

“The nurses have been very good about responding to me when I get sick or fall. I'm grateful they're included in my insurance plan.”

“My father received excellent and immediate care in his home when his cold became more serious with shortness of breath, fever and productive cough. I was able to talk with the clinician by phone during the visit and all our concerns were addressed. Follow-up care was also excellent.”

“Great program for keeping my health at its best.”

How to learn more

To learn more about our program with Landmark, see the High-intensity in-home care program: Frequently asked questions for providers document.

If you have questions about the program, email the Blue Cross Care Delivery Solutions team at CareDeliverySolutionsProgramMtg@bcbsm.com.

To coordinate directly with Landmark regarding patient care, call Landmark at 313-241-5242.

Landmark Health LLC is an independent company that provides in-home care services for Blue Cross Blue Shield of Michigan and Blue Care Network members who have Medicare Advantage plans.