A day in the life with HouseCalls: Visits of compassion and care

On a sunny afternoon, Ruth sits at her kitchen table, discussing her health like she’s talking to an old friend. Because in many ways, she is. She’s seeing Michelle Lynch, a nurse practitioner, as part of the HouseCalls program, a yearly in-home clinical visit for eligible UnitedHealthcare Medicare Advantage members that helps people stay on top of their health between primary care provider visits. 

Their connection has been meaningful as Michelle also cared for Ruth’s late husband of 58 years, Daryl. Ruth even credits Michelle with being integral to Daryl’s health in his final years.  

During one of her first visits, Michelle noticed that Daryl was having significant issues with his breathing. She recommended that he see his doctor who then referred him to a specialist. Soon after, he began treatment for pulmonary hypertension and was put on oxygen.

He passed away five years later, but according to Ruth, Michelle’s intervention made a huge impact on the quality of his life.

“We finally talked him into it and he went to see the doctor and came back with the oxygen the same day,” Ruth said. “If it wasn't for Michelle, he wouldn't have lasted as long as he did.”

HouseCalls visits are special because they are tailored to each member’s needs and allow HouseCalls clinicians to better understand a member’s home environment, including any challenges they may have.

“This is a unique opportunity where we can see people where they are and help them navigate the health system,” Michelle said. 

After Ruth, Michelle’s off to a visit with Sharon, where she helps educate her on how to approach her next primary care provider visit. Sharon, an Air Force veteran who continues to help other veterans in her community, said she appreciates how Michelle puts her at ease, arming her with the right questions to ask when it comes to her primary care provider.

“Her visits helped me be more aware of what I should bring up with my physician, my family doctor,” she said. “Michelle's never in a hurry and she covers all the details, she writes it all out for us and then we could take it to the doctor.”

The day’s visits also include Peter, who has run an apple orchard in the area for decades. At his visit, Michelle gently asks if he’s using his medical alert necklace. She also checks on his blood pressure, his mental health and whether he’s taking his dietary supplements.

Peter said he appreciates the visits.

“It’s a real good friendship relationship, besides the medical part,” he said. “That always means a lot. Personal relationships are very important.”

Peter wants to focus on staying healthy and being conscious of his overall well-being. He said Michelle was helpful in that process.

“It made me more conscious of what I should be doing for my own good and what was necessary and what was important, which a lot of times you just kind of don't pay any attention to it, you know?” Peter said. “She makes you aware of it.”

HouseCalls is an in-home clinical visit program providing annual home visits to millions of seniors each year and has resulted in improved health outcomes. In 2024 alone, HouseCalls closed over 3 million gaps in care, things like pain assessment, mental health, and controlling high blood pressure. These visits occur at no cost to members, ensuring they have access to preventive care that can be difficult, or even impossible, for some to access, as many people live in more rural areas with no providers nearby.

HouseCalls is also able to help members with social drivers of health – things like food insecurity, housing and transportation that can have a huge impact on one’s overall health. It’s also a chance for providers to help with medication management and health education that can be crucial to aging in place.

“We basically go over each and every medication,” Michelle said. “We look at the bottle, we see how they're taking it and we go from there. Why is this person taking this? Why are they only taking one instead of two a day? We may also be calling their doctor's office to help figure this out.”

For Michelle, it’s rewarding to connect with members in a place that’s comfortable for them, in a community they share.

“We have to work together to create the best quality of life,” she said. “Because nobody wants quantity if you don’t have quality.”

For Ruth, it’s the compassion and connection Michelle brings that helps her feel cared for and on a path to better health.

“She’s really friendly and she’s easy to talk to,” Ruth said. “It’s more like a friend coming to your house, than a stranger.”