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Complex Care Management Improves COVID-19 Patient Outcomes

Complex Care Management Improves COVID-19 Patient Outcomes

May 03, 2021

RANCHO CUCAMONGA, Calif. (May 3, 2021)—Roughly one year after the World Health Organization declared COVID-19 a pandemic, Charter Healthcare‘s Complex Care Management program is producing significant outcomes for COVID-19 patients of Riverside University Health System – Medical Center.

Since implementing the Charter model for COVID-19 patients, RUHS Medical Center reported hospital readmission rates were lowered to 5.1% for patients receiving complex care management compared to 11.2% for its patients receiving standard care. Emergency department visit rates also decreased to 4.2% for complex care managed COVID-19 patients compared to 9.8% with standard care.

According to CDC data for March to August 2020, one patient in 11 hospitalized with COVID-19 in the U.S. was readmitted to the same hospital within two months. Additionally, while emergency room visits declined during the early months of the pandemic, the proportion of visits related to infectious disease was four times higher.

The two organizations partnered in December 2020 to implement Charter’s COVID-19 Home Monitoring Program, a home-based, high-risk clinical management model for patients with COVID-19. Charter and RUHS Medical Center have partnered on a similar program for patients needing in-home complex care support since June 2018. Complex care management bridges gaps in care and connects patients to the appropriate level of in-home care, including nursing visits, connecting patients to specialists, managing medication reconciliation and changes, and providing 24/7 access to care through an in-house triage team. In-home care can often be more effective and efficient for people who have a chronic medical condition, disability, or are recovering from serious illness or injury.

“I want to express my sincere gratitude to the Charter Healthcare team for their partnership in the COVID-19 Home Monitoring Program,” said Gary Thompson, DO, FACP, medical director of quality for RUHS Medical Center. “I am amazed at the tremendously positive impact their care had on our COVID-19 patients. The low readmission rates and emergency room visits among patients in their care are exceeding our expectations for the program and clearly highlight the benefits of connecting patients with the right level of in-home care.

Charter complex care management has been demonstrated to improve quality of care and lower overall health care costs by significantly reducing hospital admissions. In a study conducted by Charter Vice President of Clinical Innovation and Strategy Dr. Stacy Baldwin in conjunction with senior biostaticians at the UCLA Fielding School of Public Health, hospital readmissions were reduced 65% and emergency visits reduced 33.8% 90 days following enrollment in complex care management. The study examined more records of 3,551 patients enrolled in complex care management from January 2018 to August 2019. The sample included patients from seven hospital systems and health plans with 95% having three or more chronic conditions.

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About Charter Healthcare

Charter Healthcare is committed to delivering high quality services that enhance the post-acute care continuum by providing compassionate, innovative and accessible healthcare solutions for patients and their families. Over more than a decade, we’ve earned our reputation as a premier full-spectrum care provider that helps patients navigate the last four years of life with services including home health, complex care management, palliative care and hospice. Founded in southern California, Charter Healthcare now serves more than 4,500 patients in seven states. For more information about Charter Healthcare, visit