Care from Cityblock feels different, because it is different.

Care from Cityblock feels different, because it is different.

Our model of care

We believe that in order to truly serve communities, we must extend healthcare beyond hospitals and doctors' offices and become active and responsive members of those communities. Our care teams forge long-term relationships with each Cityblock member and deliver high-touch care as-needed, where-needed, and when-needed. Our Neighborhood Health Hubs are living, breathing spaces for caregivers, members, and local organizations to meet, engage, and execute on the many factors that affect health at the local level.

Member-centered

Each member is assigned an integrated care team spanning medical, behavioral, and social needs based on their unique profile. These teams collaborate with members to develop a Member Action Plan and provide ongoing, compassionate, and individualized support.

Our model of care

Care-driven

We flip the hierarchy of traditional healthcare, putting Community Health Partners at the center. Trained in behavioral coaching and chronic disease management, they anchor the care teams and spend considerable time in the field taking calls, meeting families, and building relationships.

Community-oriented

Our Hubs are much more than our care team headquarters. They can flex to meet community needs for things like meeting and consultation rooms, communal areas, free internet, educational classes, family counseling, and social events. We learn from our communities, and customize our Hubs to meet their needs and support their vision.

Accessible

Our Hubs are centrally located, and always near public transportation. But our care teams aren’t bound to them. They can meet members wherever it’s convenient, be it at home, at work, at a faith or community center, or virtually—any time, any day.

Service-minded

We offer office space to community organizations, as well as a means for members to take care of needs such as financial assistance, benefits counseling, and concrete community-based services all under one roof.

“I believe in the power of trusting relationships. A care team that is flexible, accessible, and aware of an individual’s changing needs and goals can make an enormous difference in health and well-being.”

Ari Rosner

Head of Social Care

“I believe in the power of trusting relationships. A care team that is flexible, accessible, and aware of an individual’s changing needs and goals can make an enormous difference in health and well-being.”

Ari Rosner

Head of Social Care

Our technology

Health requires people to engage with one another openly and honestly; technology can help that happen better, faster, and more impactfully for our members. Commons—our easy-to-use platform for smartphones, tablets, and computers—enables members and their care teams to communicate, organize information and tasks, and work together toward goals.

Comprehensive

A multi-dimensional care summary chart tells the complete story of every member in a focused and consistent way to build common understanding across the team.

Our technology

Task-driven

Task-management is central to the design, so members and their care teams can easily set and measure progress toward goals, manage their Member Action Plans, and prioritize next-steps.

Always on

Messaging and telehealth services allow all users to get and stay in touch any time of day, regardless of where they are.

Secure and private

All member data collected in Commons is stored in compliance with the Health Insurance Portability and Accountability Act’s (HIPAA) standards, which means that it is fully encrypted at rest and in transit. Access to this data is role-based and only granted to those who are explicitly given permission by our members.

Integrated data

Commons is also an integrated data platform that brings together health and community data sources of all types (including data from Electronic Health Records, Health Information Exchanges, claims, and more) to augment our understanding of our members.

“To build a better health system we need to design an entirely new way of thinking about health.”

Dr. Prabhjot Singh

Strategic Advisor to Cityblock

“To build a better health system we need to design an entirely new way of thinking about health.”

Dr. Prabhjot Singh

Strategic Advisor to Cityblock

Our design process

Good design is about much more than a beautiful end product; it’s about the process of arriving at the right answers. In building a new model of healthcare and supportive technology for individuals who face complex medical and social challenges, we recognize the need to solicit, incorporate, and value the lived experiences of the people who we seek to serve. And so we’ve created a design process to help us develop insight, empathy, and a commitment to ongoing learning. Based on what we are hearing from members, community leaders, and our own care teams, we’re fine-tuning our software and workflows on a daily basis to improve care and better meet our members’ needs.

Our design process

Longitudinal member advisory groups

We’ve partnered with Robin Hood’s Blue Ridge Labs and their Design Insight Group to identify a set of New York City residents who face challenges similar to those of our members, and who are willing to meet with us regularly so we can learn about what they would want and need from a personalized health system.

Provider advisory groups

With provider advisory groups, we guide multidisciplinary care team members through questions related to the care model, the digital tool, and the most prominent challenges of their day-to-day work. Additionally, we implement a peer review program to ensure consistency and improve the quality of care.

Member success team

Our member success team is responsible for tracking and aggregating feedback through text message prompts, paper surveys, focus groups, and individual interviews with members. Central to this is collaboration with product and clinical teams to make sure that feedback is frequent and actionable, and that they are responsive to Hubs, care teams, and individual Cityblock members.

Expert consultations

We’ve engaged with hundreds of experts across medical care, behavioral health, and social services to help shape our model and guide product development. We see this process as part of our ongoing effort to continuously grow and evolve our thinking.

Community co-design groups

For each community we enter, we recruit a group of residents to be a part of a Neighborhood Health Hub co-design workgroup. Within the workgroup, we come to a common understanding of community needs, wants, and hopes. Members from the co-design workgroup are present for partnership conversations with local agencies, businesses, and residences.