The Accountable Care Collaborative Exploring the Member Experience Presentation and Discussion Health Impact on Lives PIAC Subcommittee February 24, 2017
April 12, 2017 + Three-Phase Project Phase 1 – Dyad Interviews: Care Coordination Phase 2 – Phone Interviews: Member Experience Phase 3 – Pilot Member Survey: Program Improvement
April 12, 2017 + Funding Rose Foundation Colorado Health Foundation
April 12, 2017 + Sampling Goal was an overall sample of 50-70 members HCPF randomly sampled 1,400 members Stratified by: Rural vs Urban Spanish vs English (or other) as a preferred language Risk stratification: High risk v. Other risk
April 12, 2017 + Risk Stratification Category Other Risk High Risk 1. Healthy and Non-Users X 2. Pregnancy/Delivery X 3. Significant Acute X 4. Minor Chronic X 5. Moderate Chronic X 6. Dominant Chronic and Malignancies X 7. Catastrophes X
April 12, 2017 + Eight Groups of Interviewees English Spanish Rural Urban Rural Urban High Other High Other High Other High Other Risk Risk Risk Risk Risk Risk Risk Risk
% of Overall Medicaid % of all Interviewees Care Collaborative April 12, 2017 % of Accountable # Interviewees Recipients Members Member Characteristics Total Number of Interviews 88 100% -- -- Geographic Areas Rural 45 51% 14.9% 14.8% Urban 43 49% 85% 85.2% Demographics Female 47 53% 55.2% 55.8% Male 41 47% 44.8% 44.2% English Language 65 74% 87.9% 87.4% Spanish Language 23 25% 10.7% 11.15 Adult Patient 46 52% 47.3% 51.9% Parent of Child Member 42 48% 52.7% 48.1%
April 12, 2017 + Findings 89% reported being satisfied or very satisfied with their healthcare “ I want to just say [this program] has been fantastic. “I like all the personal I have not had any problems. treatment. They are fair with They have not given me a hard everything. They treat me with time. So I’m just very, very respect. If I need a translator, grateful.” they get one for me.”
April 12, 2017 + Findings Members report seeking care most often from Primary Care Provider. Members report using emergency department when unable to get a same-day appointment or when provider office is closed. Provider perception is that members use emergency department even if offered a same-day appointment. Members are not familiar with concepts of “healthcare team” and “care coordinator.” When asked, nearly all members indicated they make their own healthcare decisions or in partnership with their provider.
April 12, 2017 + Findings, cont. Trust in their provider is strongly related to • satisfaction, • perceptions of efficacy in decision making, and • tendency to follow medical advice. The most common barrier to receiving quality healthcare was communication with providers (inside and outside of exam room).
April 12, 2017 + Member Suggestions for Improvement More time with providers in the exam room Easier access to providers between appointments Help understanding benefits and enrollment Assistance from a Care Coordinator
April 12, 2017 + Member Suggestions for Improvement, cont. Assistance finding providers within the program Shorter wait times once at the provider’s office Providers who have time to listen
April 12, 2017 + Questions and Discussion
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