Highly specialized care—when and where it’s needed

CCA Primary Care

CCA has specialized primary care facilities—welcoming environments where patients can receive comprehensive care tailored to individuals with disabilities, age-related conditions, behavioral health, or social support needs. In 2023, CCA Primary Care’s new patient panel grew by 24%. Based on a survey conducted in 2023, patients rated their satisfaction 9/10, and 96% of patients “always felt treated with dignity and respect.”

Engagement Centers   

CCA Primary Care clinics include Engagement Centers for patients to connect with staff and peers in a trauma-informed environment. Our patients have access to a variety of resources in this setting, including health education, housing workshops, and music and art therapy. In 2023, patients visited our Engagement Centers more than 5,000 times, and 65% of these individuals also utilized a recovery coach.  

Marie’s Place Crisis Stabilization Units (CSUs)

Individuals with behavioral health or substance use disorders are often in critical need of a community-based alternative to inpatient admission. That is why CCA pioneered Marie’s Place—which provides respite care to individuals in a structured setting where we can maintain safety, improve recovery, and promote a safe return to the community. In 2023:

• 73% of patients in 2023 had a behavioral health follow-up appointment scheduled after discharge
• 81.6% of patients entering Marie’s Place would have sought care at an emergency department or other referral source
• 88% of patients rated their overall satisfaction as “good” or “excellent” in satisfaction surveys  

Hospital-to-Home

This complex transitional care program extends our deep expertise into the acute care setting by partnering with hospitals to improve member experience, outcomes, and cost of care. We identify CCA members presenting to the emergency department in real-time, and we collaborate with hospital staff to assess unmet medical, behavioral, and social needs. Our multidisciplinary teams of clinicians and community health workers now include behavioral health clinicians, building relationships with emergency service providers and providing a seamless link to Marie’s Place.

In 2023, the Hospital-to-Home program screened more than 8,000 emergency department visits for medical, behavioral, and social needs​, and conducted more than 2,000 in-person visits​.  

Community Intensive Care

Just 5% of patients with chronic conditions account for 50% of all U.S. healthcare spending, and individuals with multiple chronic conditions cost up to seven times more than those with only one chronic condition.¹ That’s why CCA developed its Community Intensive Care (CIC), a specialty group leveraging our highly regarded expertise in complex care to help risk-bearing entities improve their performance among these historically challenging populations. Our expertise goes beyond conventional care management to deliver the only care model designed—and proven effective—for patients with complex medical, behavioral health, and social needs.

iCMP PLUS: One of our CIC program lines, iCMP PLUS, was first launched in 2020 in partnership with Mass General Brigham’s (MGB) MassHealth Partners ACO. Under this program, CIC provides home-based care, care coordination, and access to enhanced services for patients deemed at highest risk. A randomized controlled trial published by CCA and MGB showed $23,000 per year cost avoidance per patient compared to those receiving standard care. Patients enrolled in this program are more active participants in their own care—with a 48% increase in patient engagement2.

High Intensity Care Management: A second CIC program was launched in mid-2024 that focused specifically on CCA’s most complex members. The High Intensity Care Management (HICM) program provides intensive care management to individuals with highly complex medical and behavioral health needs who struggle to engage with the healthcare system and incur significant inpatient and emergency services.   

Palliative Care: A third CIC program, CCA Palliative, focuses on reaching patients with serious illness early in their care trajectories, to better help them and their caregivers make informed decisions about treatment choices and align their treatment with their goals. In a 2023 survey of CCA ​Palliative Care patients:​ 

• 98% reported feeling treated with courtesy and respect​
• 93% reported that the program helped them think about the kind of care they wanted
• 91% reported the team listened to and understood what was important to them​
• 87% who had pain reported getting the type of help they wanted​
• 93% reported that they knew who they could call at any time to get help with symptoms
• 100% with trouble breathing reported getting the type of help they wanted​