Emergency Department Utilization

The goal of the 4C emergency department initiative is to increase awareness of the medical home concept and decrease the use of emergency department resources through education, outreach, and follow-up. The Carolina Collaborative Community Care, Inc. (4C) team works in collaboration with primary care providers (PCP’s) to encourage enrollees to call their doctor prior to heading to the emergency department for treatment of non-emergent illnesses.  The PCP knows the patient’s clinical history best; therefore, they will be able to offer the best care, for non-emergent illnesses.  Each PCP provides medical advice 24 hours a day, 7 days a week.


The medical home concept is a patient centered model that focuses on delivering care that is accessible, continuous, comprehensive, family-centered, coordinated, compassionate, and culturally effective. The medical-home concept encourages doctors and their patients to better manage chronic health conditions such as diabetes or high blood pressure. The payoff is that patients are less likely to land in a hospital emergency department - the most expensive place to provide health care.


4C Emergency Department Care Manager:
The 4C emergency department care manager’s role is aimed at improving patient services, assisting enrollees with navigating the healthcare system, and providing real time patient education and screening.  The role of the emergency department care manager is as follows:

  • Facilitate patients’ entry to the appropriate level of care for initial treatment.
  • Provide screening and education for chronic health conditions.
  • Stress the importance of the medical home.
  • Emphasize the importance of consistent healthcare with the primary care physician.
  • Collaborate with the emergency department healthcare team to ensure continuity of care and match patients’ needs to services.
  • Initiate referrals to primary care managers, 4C programs, and community resources.
  • Review and discuss emergency department discharge instructions and set follow-up appointments with primary care providers.          
  • Serve as an advocate for patient self-care and implement interventions to produce the best possible outcomes.