From Fear to Confidence: How Personalized Support Is Helping Excellus BlueCross BlueShield Members with Kidney Disease Thrive

Utica, N.Y. — When Excellus BlueCross BlueShield member Janet Ward of Plattsburgh, NY, learned she was approaching kidney failure and might need dialysis, she was overwhelmed.

"I was scared to death," she recalls.

Like many people living with advanced chronic kidney disease (CKD), Janet faced difficult decisions about her treatment options and what life would look like if her condition progressed. Fortunately, she didn't have to navigate the journey alone.

A Comprehensive Health Plan Partnership

Janet is one of 800 Excellus BlueCross BlueShield members benefiting from the REACH Kidney Care* program. It provides personalized support at no additional cost for members with stage 4 or stage 5 kidney disease. Early results show that it’s improving patient outcomes and helping to control healthcare costs.

Janet, with her son Jay Ward by her side, received education, guidance, and emotional support from REACH Renal Care Manager Maggie Becker MSN, RN. Together, they explored treatment options, prepared for the future, and built the confidence Janet needed to take an active role in her care. With Maggie's encouragement and support, Janet felt empowered to speak with her nephrologist about home-based peritoneal dialysis, an alternative she hadn't previously considered.

"[Maggie] gave me the confidence I needed," Janet said.

Today, Janet performs dialysis at home five days a week, allowing her to receive treatment in the comfort of her apartment rather than traveling to a dialysis center multiple times each week. She credits the emotional support she received throughout the transition as a key factor in her success.

"Without the emotional support, I doubt I would be as successful as I am," she said.

For Jay, the value of the program extends beyond clinical guidance. "It's been so critical," he said. "Maggie's impact was invaluable – the emotional side, the knowledge, the patience, and the compassion."

Delivering Better Support and Better Outcomes**

In its first year, the REACH Kidney Care program improved outcomes for participating members while helping keep care more affordable. Now in its third year, the partnership has demonstrated the following improved quality of care outcomes:

• 9% received a preemptive kidney transplant
• 29% started dialysis using a home therapy option
• 60% avoided hospitalization when initiating dialysis

Overall, the program resulted in $2 in net healthcare savings for every $1 invested.

Meeting a Growing Need

Chronic kidney disease affects an estimated one in seven adults, with approximately 37 million Americans living with some form of kidney impairment. As kidney function declines, timely education, care coordination, and treatment planning become increasingly important.

“Through our partnership with REACH Kidney Care, Excellus BlueCross BlueShield is helping members with advanced kidney disease better understand their treatment options, including kidney transplantation, home dialysis, and in-center dialysis, so they can make informed decisions that reflect their medical needs and personal goals,” said Excellus BCBS Medical Director Kathleen Robischon, MD. “By providing individualized education and support, we help members navigate a complex healthcare journey, access appropriate care, and improve their overall experience.”

Empowering Members for What's Next

For Janet, the partnership delivered more than improved health outcomes; it delivered confidence. Now settled into a routine and doing well on home dialysis, she often encourages others facing kidney disease to explore their options and take advantage of available support.

"If I can do it, you can do it," she said.

For more information on REACH Kidney Care, Excellus BlueCross BlueShield members can contact Customer Care at the number on the back of their member ID card.

*REACH Kidney Care is an independent not-for-profit that offers kidney disease management support to Excellus BlueCross BlueShield members.
**REACH Kidney Care data

Contact:
Scott A. Gwilt Scott.Gwilt@excellus.com