From rural counties to busy cities: HouseCalls helps close gaps in care
Connecting with members through HouseCalls
What does it mean to be embedded in a community of care? For Allan Frenkel, he answers that question almost every day. As a HouseCalls physician associate (PA) who works primarily in Staten Island, New York, he’s been meeting with UnitedHealthcare Medicare Advantage members for 15 years.
“A successful visit is where I know a member got everything they needed in order to better their health,” Allan said.
For him, HouseCalls visits in the home allow the time needed to have a more organic conversation about a member’s health in a relaxed environment – and hopefully, make an impact in their overall well-being.
“You are really there to connect the dots for a lot of these members and we have the time to do that,” Allan said. “Whereas, if the patients are traveling into a doctor's office, maybe it's a fraction of that time that the primary care providers get to spend with these patients.”
Recently, he visited Toby Shwartz, who had a lumpectomy a few years ago. Her oncologist had recommended taking a long-term medication, yet she was resistant in doing so.
Allan spent time explaining the medication and gently encouraged her to start taking it.
“During one of the HouseCalls, Allan had explained to me in great detail, the benefits of the pill,” Toby said. “And then he made a comment that changed my mindset. He said that based on his knowledge, this particular medication is very well tolerated. And that kind of clicked something in my mind. I started on the medication and I'm a good few years on it and really have minimal side effects. So, I'm very grateful for that.”
Her husband, Shmuel, was also seen by Allan. On one of those HouseCalls visits, he detected a concerning murmur, which he suggested Shmuel discuss with his cardiologist. The cardiologist was surprised that a HouseCalls practitioner picked up on the murmur.
The cardiologist did further studies and found that he needed a TAVR (Transcatheter Aortic Valve Replacement) procedure. The procedure at the time was a fairly new one and the member was reluctant to undergo it. Allan assured the member that it was safe and effective. Shmuel underwent the procedure and today is healthy and well.
HouseCalls visits act as a supplement, and not as a replacement for, a member’s own primary care provider. HouseCalls licensed health care practitioners, like Allan, conduct a thorough clinical visit that includes a review of the patient’s health history and current medical condition, a medication review, a comprehensive physical examination, and certain lab tests and screenings as needed. HouseCalls practitioners also assess for behavioral health needs, safety risks in the home, and non-medical factors that could nevertheless impact health outcomes, known as social drivers of health (for example, transportation or access to healthy foods).
He said sometimes it’s the small moments that allow him to really make a connection with a member.
“When I walk away, I feel like I've accomplished something,” he said. “For example, I once had a patient and they kept me there for hours. They were so appreciative that they walked me to my car in the rain. That is the devotion that the members have to you once you go the extra mile.”
Whether it’s in a remote, rural area or in a dense city – or anywhere in between – HouseCalls practitioners are knocking on doors and giving a friendly smile to millions of older adults each year. Like Allan, they are committed to caring for members where they live and connecting with other people on their care team. Most of all, the warmth and compassion of HouseCalls practitioners shines through every interaction.
“It makes me feel accomplished,” Allan said. “It makes me feel like I set out to do what I wanted to do.”
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