Exploring the Member Experience Presentation and Discussion - - PowerPoint PPT Presentation
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
The Accountable Care Collaborative
Presentation and Discussion Health Impact on Lives PIAC Subcommittee February 24, 2017
April 12, 2017
Phase 1 – Dyad Interviews:
Care Coordination
Phase 2 – Phone Interviews:
Member Experience
Phase 3 – Pilot Member Survey:
Program Improvement
April 12, 2017
Rose Foundation Colorado Health Foundation
April 12, 2017
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
Category Other Risk High Risk
X
X
X
X
X
X
X
April 12, 2017
English Spanish Rural Urban Rural Urban
High Risk Other Risk High Risk Other Risk High Risk Other Risk High Risk Other Risk
April 12, 2017
Member Characteristics
# Interviewees % of all Interviewees % of Accountable Care Collaborative Members % of Overall Medicaid Recipients Total Number of Interviews 88 100%
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
89% reported being satisfied or very satisfied with
their healthcare
“ I want to just say [this program] has been fantastic. I have not had any problems. They have not given me a hard
grateful.” “I like all the personal
they get one for me.”
April 12, 2017
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
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
Trust in their provider is strongly related to
The most common barrier to receiving quality
healthcare was communication with providers (inside and outside of exam room).
April 12, 2017
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
Assistance finding providers within the program Shorter wait times once at the provider’s office Providers who have time to listen
April 12, 2017