FAQ

TANDEM365 is an innovative health management program, changing the way care is delivered to individuals with complex medical needs, keeping you OUT of the emergency room/hospital and allowing you to stay in your home for as long and as safely as possible. Celebrating 10 years of service caring nearly 6,000 individuals, we offer a team of Navigators that provide wrap-around services and advanced-level case management tailored to your needs.

Together, we take the journey through your life plan and help coordinate, communicate, and collaborate with other services, working on your behalf, to allow you to stay in your home.

Our goal is to help you improve the quality of life in your home, while teaching you to manage your own health and become as independent as possible.

We provide a preventative approach to safely treat you in your home for non-threatening situations and reduce the number of emergency room visits. And we’re available 24/7 – just a phone call away. Central to our approach is a team of highly-skilled nurses, medical assistants, social workers and community paramedics who rally around each patient, keeping health issues from escalating into full-blown emergencies.

Our services begin with an official enrollment visit at your home in which we would together, review your goals, preferences and priorities and develop a plan to achieve them. Additional visits would be scheduled with a Registered Nurse (RN) to understand and assess specific medical needs as well as a Social Worker, who will evaluate the social and resource related needs necessary for you to age in place. From there, we assign a Navigator who will serve as your main liaison, coordinating all services for you or your loved one.

Visits will take place at your home; family members are allowed and encouraged to participate in these visits. In between scheduled visits, your TANDEM365 team is available 24/7 – a phone call away.

One of our goals in this program is to offer you the care you desire. Our interdisciplinary team focuses heavily on each individual’s goals, preferences, and priorities through an individualized Life Plan. Your Life Plan is created with the help of your team of nurse and social work navigators and then sent to your primary care physician to review. TANDEM365’s team also provides strong guidance and direction on Advanced Care Planning. This process includes evaluating your healthcare wishes and goals for end of life treatment, the designation of an advocate to act on your behalf and the creation or collection of documents such as your Durable Power of Attorney, Living Will or Treatment Preferences guide. Our care team will help you share these documents and communicate with your advocate and physician to ensure your wishes are carried out.

Services are customized to each participant based on your individual needs. Your TANDEM365 Navigator will coordinate these services on your behalf, with the vast majority of services brought to your door – even X-Rays, lab draws, IVs and much more can be performed inside your home.

Bottom line? We guarantee exceptional case management, medication management with regimen monitoring, and advance care planning from our case management staff.

Yes! You are able to keep your own primary care physician. Your TANDEM365 Navigator will keep your physician fully informed of all health care services and updates, ensuring your physician is actively participating in your care and aware of any of your recent health concerns. Our Navigators can help you coordinate appointments with your primary physician or a specialist(s).

There are two ways to participate in TANDEM365; the most common option is enrollment as a covered benefit, paid for by your health insurance company. This option will not increase any of your premiums or change your plan. Co-Pays are still your responsibility for doctor visits, medications, emergency room visits, and ambulance transportation. Another way to enroll in TANDEM365 is via a self-payment option.

To learn about your eligibility options, call TANDEM365 today at 616-588-5290.

TANDEM365 is available to you 24 hours a day 7 days a week for questions and urgent needs. Our after-hours call center will answer and triage your call to the appropriate person. TANDEM365 has RN’s, paramedics, and administrators on call at all times. If there is a life-threatening emergency, paramedics will automatically be dispatched to your home. If the call is not of an urgent nature, the Navigator on call will follow up with you and address your needs using the support of our Director of Clinical Services, your primary care physician, and/or our Medical Director.

Nobody enjoys going to the emergency room. TANDEM365 nurses and Life EMS paramedics together can perform many treatments in your home to avoid emergency room visits. Some examples of what we can provide in the home include: mobile x-rays, lab draws, urinalysis, stool cultures, intramuscular injections, and IV hydration. IV antibiotics and IV push medications are also available with physician approval. Rapid response protocols are created by your team of Navigators and updated frequently to reflect in-home interventions that are similarly performed in the local emergency room departments. This rapid response plan is very accessible to the Navigator on call. We have successfully prevented multiple trips to the emergency room for our participants.

With the help of our medical director, we can accommodate different scenarios and present different options to allow you to stay home safely and effectively. If an emergency room visit is unpreventable based on the paramedic’s assessment, you will be advised and/or taken to the emergency room of your choice.