Delivering Whole-Person Care — Right at Home

Contributing experts: Puneet Singh and Melinda Henderson, MD

Patients living with complex, chronic conditions need care that is flexible, personalized, and reliably accessible. Too often, care plans fail to hold up in the space between care provider visits and the everyday challenges of life — leaving patients struggling to maintain their independence and well-being. By combining digital innovation, clinical expertise, and human connection, Carelon, our healthcare services brand, delivers home-based care that improves outcomes, expands access, reduces costs, and strengthens the continuum of care.¹

Powered by CareBridge

Central to the care-at-home strategy is CareBridge, one of the nation’s leading value-based care organizations supporting nearly 200,000 patients across 16 states and Washington, D.C.² Acquired by Elevance Health in 2024, CareBridge focuses on improving quality and cost outcomes while maximizing member engagement and experience.

End-to-End Virtual Care

CareBridge supports patients with chronic and complex needs — along with their families and caregivers — from the first conversation to ongoing care and support. Through its 24/7 Member Support program, CareBridge provides around-the-clock virtual support, including:

Comprehensive virtual medical care.
Integrated behavioral health support.
Medication management.
Member connections to community and social services.

Watch This Video About the Care-at-Home Model

Michelle, CareBridge member

With CareBridge, I’m able to, what I really like about it is that I’m able to, pick it up anytime I need it. Day, night, any hour of the day or night, somebody’s always there. Here lately, I, when I went into severe depression, I did pick up a CareBridge tablet, and I contacted them. I needed somebody to talk to, anybody, but I didn’t want to call mobile crisis to come out, and I didn’t want my neighbors knowing about it, so I didn’t talk to them really. But I was able to pick up my CareBridge tablet and get in touch with a behavioral nurse, who put me in touch with a pharmacist, and I had asked them, because my psychiatrist had said that, you know, he wanted me to get involved with this clinic. It was the, the pharmacist and the behavioral health nurses, they went and researched it and called me back with information that I couldn’t find, so that was really helpful.

Sherman and Rebecca, CareBridge member and member’s mother

I got a call saying that they had this new program with CareBridge, and they wanted to see if I would like to use that with Sherman. From taking him to doctor’s appointments, that I would be able to use the tablet, and I would be able to call.

Sherman was going to the doctor, and he had a touch of diabetes due to weight. And so, I called CareBridge to see if they could help weight manage, and we got it down where he’s not in the diabetic danger zone now.

So, it’s just good to be able to have it, ‘cause it’s, like, 24 hours. We don’t have to get him dressed and take him to the hospital. I can actually show them an area where I’m dealing with if he has a would, and they can work through that helping me.

James, CareBridge member

I have home health. I have a local provider live just up the street. I have all that. But trying to get ahold of those people, you can’t. That is the key with CareBridge. That’s the key right there, the instant communication. You’re not waiting. How many times have we waited hours, hours for the doctor to call back? We’ve waited hours for that. Now, why? That’s time you’ve taken away from your friends, you family, you, and everything else. Why are we doing it when we don’t have to anymore?

Michelle, CareBridge member

It, it has changed my life. Things that first made me feel most comfortable was the fact I could see them, and they could see me. It was, you are a person. You deserve to be treated with dignity and respect, and that’s how they make me feel, like a real person, not just an item or a number on a chart.

Rebecca, CareBridge member’s mother

They make you feel like they’re part of the family, the whole team. You know, they just sit there. They’re really patient. They listen to whatever your question is or your concerns are. They make you feel very comfortable.

James, CareBridge member

If you don’t have anyone, you have them. You have CareBridge. They’re a tap away. Don’t be alone. Don’t feel alone. Don’t feel like you’ve got to shelter this on your own. You don’t. We all are, you know, people that are using this, we have chronic illnesses. We’re sick. We’re, we got problems. But if we can get this much back, why not take it? The peace of mind, the freedom it’s given me, it’s so much. Don’t’ be alone no more, guys. Come on. You got to do this. This will change your life forever.

Connection, Not Duplication

Our care-at-home strategy does not replace existing patient-care provider relationships — it strengthens them. The CareBridge team works directly with primary care providers and specialists to extend the reach of care, improve coordination, and reduce administrative burden. Together, they create a single, continuous experience for patients.

Clinical updates are shared seamlessly through:

Health information exchanges.
Electronic medical record (EMR) integration.
Direct communication via secure message or phone.

This ensures that care providers stay fully informed about their patients’ care, without the extra work of tracking and relaying updates.

Earning Trust, One Patient at a Time

NPS measures how likely patients are to recommend CareBridge to others — a reflection of the trust and connection they feel in their care experience.³

Proven Impact and Measurable Results

By combining data-driven insight with whole-person engagement, our care-at-home model has achieved measurable improvements in health outcomes for attributed patients and plan performance, including:⁴

12% reduction in inpatient admissions

13% reduction in emergency department visits

8–11% utilization savings

10–15% Medical Loss Ratio (MLR) improvement for patients in Dual Eligible Special Needs Plans

Expanding Access

Building on its success, CareBridge expanded its 24/7 care-at-home model in 2025 to serve members of Dual Eligible Special Needs Plans (D-SNPs). This expansion allows CareBridge to deliver essential services to people with specialized healthcare needs while informing the refinement of the operational model for:

High-risk Medicare Advantage members.
Vulnerable Medicaid populations.
Patients requiring long-term or post-acute care.

Technology and Humanity

The integration of Carelon’s digital infrastructure and CareBridge’s care delivery model enables a seamless, data-informed experience that bridges every layer of care — from clinical management to social support.⁵

With unified systems and smart data-sharing, patients are consistently connected to the right care at the right time, designed to support more coordinated care, an enhanced patient and care provider experience, and measurable improvements in health outcomes.

Advancing the Future of Connected, Whole-Person Care

CareBridge represents a powerful evolution in value-based care that is clinically grounded, digitally connected, and personally compassionate. By supporting care providers and engaging patients where they live, we’re demonstrating what coordinated care looks like in action — and proving that better outcomes start with stronger connections.

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Clinicians, payers, and industry partners can work wonders when we share a patient-centered mindset. As part of Carelon, CareBridge is expanding what we can accomplish by expanding access to virtual healthcare. Many patients are happier and healthier when they can be treated in their home, and the benefits of virtual care for our home-and community-based patients extend across the healthcare system — all thanks to the willingness to put patients first.

Melinda Henderson, MD

Chief Medical Officer, CareBridge, Nashville, Tennessee

1 CareBridge Membership Dashboard, January 2026.
2 CareBridge Member Net Promoter Score Survey 2023.
3 CareBridge Outcomes Summary Report, October 2025.
4 Carelon HealthOS Ecosystem presentation, August 2025.

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