In Cityblock's care delivery approach, how should we weigh the benefits of in-person home visits against the efficiency of virtual care options?

Introduction

The trade-off between in-person home visits and virtual care options in Cityblock's care delivery approach presents a critical decision point for our healthcare strategy. This scenario involves balancing the personalized touch of face-to-face interactions with the scalability and efficiency of digital solutions. I'll analyze this trade-off by examining the impact on patient outcomes, operational efficiency, and long-term sustainability of our care model.

Step 1

Clarifying Questions (3 minutes)

• Based on Cityblock's focus on complex care populations, I'm thinking patient demographics might significantly influence this decision. Could you provide more details on the primary patient segments we're serving?

Why it matters: Helps tailor the care approach to specific patient needs Expected answer: Primarily older adults with multiple chronic conditions Impact on approach: Would prioritize accessibility and continuity of care in the solution

• Considering the current healthcare landscape, I'm assuming virtual care adoption has increased. Can you share any data on our current virtual vs. in-person care utilization rates?

Why it matters: Establishes a baseline for comparing potential changes Expected answer: 60% virtual, 40% in-person currently Impact on approach: Would inform the scale of change needed and potential resistance

• Looking at our strategic priorities, I'm thinking this decision might impact our value-based care contracts. How do our current contracts factor in care delivery methods?

Why it matters: Ensures alignment with financial incentives and contractual obligations Expected answer: Contracts reward outcomes, not specific delivery methods Impact on approach: Would focus on optimizing for patient outcomes rather than delivery method

• Regarding our technical capabilities, I'm curious about our current telehealth infrastructure. How robust is our platform in terms of handling increased virtual care loads?

Why it matters: Determines the feasibility of scaling virtual care options Expected answer: Platform is scalable but may need some enhancements Impact on approach: Would include technical upgrades in the implementation plan

• Thinking about our care team resources, I'm wondering about their current capacity and skill set distribution. Can you provide an overview of our care team composition and utilization?

Why it matters: Helps assess the impact on workforce planning and training needs Expected answer: Diverse team with varying levels of virtual care experience Impact on approach: Would incorporate training and change management strategies