Before the June 13th Provider Outreach and Engagement work group meeting, a survey was sent to work group participants. Here are the questions and responses received. If you have more ideas to add to this list, please do so in the comments below.
1. Based on your experience around the transition of Seniors and Persons with Disabilities (SPD) into managed care, please provide suggestions to improve the transition into managed care for dual eligibles.
- Develop a marketing campaign that is easy to understand.
- Information included in the notifications should be detailed, yet written in language that is easy to comprehend.
- Present draft materials in focus groups to get feedback and suggestions before they are finalized and sent out to the target population.
- Enrollment notifications should be available in different languages and formats to fit the various needs of the beneficiaries.
- Face-to-face interactions are the most efficient way to convey information to this population. Reaching out to beneficiaries by phone is another good option.
- Ensure that providers are aware and well informed of the changes.
- More direct education and outreach provided to community physicians so they can educate their patients about the demonstration.
- Educate consumers about their rights and benefits under the demonstration. Informed consumers can make better decisions about their care.
- The state needs to provide guidance and information to health plans in a timely manner.
- Provide opportunities and resources for solo/small physician practices to affiliate with larger group practices.
- Emphasize good continuity of care (pharmacy hand-offs, transition from an institution to the community, etc.).
2. What recommendations would you make to improve information sharing between the local providers, health plans and the state?
- Health plans should build upon successful communication strategies that they currently utilize.
- Health plans and DHCS should work closely together to ensure that accurate information is being disseminated.
- Health plans need to be aware of the information disseminated to physicians so everyone is on the same page.
- Develop a consistent communication strategy.
- Pre-authorization forms should be submitted electronically to ensure that issues are addressed in a timely manner.
- Create a website so that information/Frequently Asked Questions can be accessed 24/7.
- Compile a complete list of providers who are available and willing to participate in the duals demonstration. Organize this information by county.
- Ensure that data sharing is compliant with state and Federal privacy regulations.
3. What suggestions would you make to health plans communicating with providers about the duals demonstration?
- Ensure that information is accessible in a variety of formats (websites, webinars, written information, phone help-line, etc.).
- Consistent messaging is critical.
- Host information sessions at hospitals or other locations where large numbers of current providers can learn about the duals demonstration.
- Health plans should send information to providers explaining the process and benefits under the duals demonstration. A communication contract outlining roles and responsibilities is also helpful. Once providers receive this information, require them to acknowledge that they understand the information.
- Reach out to community providers to do outreach at the local level.
- Encourage interaction and coordination between solo/small physician practices and larger physician networks.
- Encourage providers to submit proposals based on health plan identified needs.
- Compile a complete list of providers who are available and willing to participate in the duals demonstration.
4. What materials should be developed to educate medical groups and physicians on the duals demonstration and the expected changes?
- Collaborate with the California Medical Association and other professional organizations. These professional organizations are good avenues to distribute information and engage providers.
- Utilize social media to disseminate information.
- A timeline and a Frequently Asked Questions document that can be shared among providers and consumers.
- A website that can be accessed 24/7.
- In-person seminars and presentations where providers can get information and ask questions about the demonstration.
As others have mentioned a timeline would be nice with easy to read boxes under each month clearly documenting the change coming, maybe a bulleted things to do might also be helpful.
A sample or approved consice script for case managers to use to introduce the information to physicians in the language ,accuracy and priority of the information decided upon to be deceminated to them.