One Care Early Indicators Project (EIP)	
By: Olivia Richard, Implementation Council
February 28, 2014

Slide 2: Survey 2 
Experiences with One Care
•	More comprehensive look at enrollees’ early experiences in One Care
•	Send to 6,000 randomly selected enrollees in 3 waves (2,000 each wave)
o	Goal of 50% response rate or n=3,000 respondents
•	120 days after each auto-assignment wave
o	January 2014 - surveyed May-June 2014
o	April 2014 - surveyed July-August 2014
o	July 2014 - surveyed in November-December 2014

Slide 3: Survey 2 Method
•	Administered by mail and phone
o	English and Spanish
•	20 minutes by phone
o	80-90 questions with skips (few people will answer all questions)
•	Individuals to be surveyed may be selected to increase representation of certain subgroups
•	Interim reports on each wave, with final summary report in March 2015

Slide 4: Survey 2
Domains and Major Focus of Questions

1. Enrollment Process
•	Experiences enrolling or being auto-assigned
2. The Care Team
•	Care team members, including care coordinator, LTS coordinator, primary care provider, others
3. The Assessment and Care Planning Process
•	Goals and preferences considered; needs assessed; satisfaction with process
4. The Care Plan   content
•	Need for specific services; services included in plan; does the plan meet needs – for LTSS, behavioral health, medical, specialty, etc.
Continued on next slide

Slide 5: Survey 2
Domains and Major Focus of Questions (cont.)
5. Overall Care Plan    process
•	Received the plan; approved the plan; satisfaction with plan
6. Transition into One Care
•	Ease/difficulty; service disruptions
7. Overall perceptions of One Care
•	Satisfaction with service experience; plans to stay in One Care
8. Demographic information
•	Age, gender, race, ethnicity, primary language, sexual orientation, education, employment, disability, use of DME, need for ADL assistance, recent homelessness

Slide 6: EIP Update: Enrollment Data

Total Enrollment by Plan Effective Feb. 1
	Commonwealth Care Alliance (CCA) 			6,238
	Fallon Total Care (FTC)					2,503
	Network Health (NH) 					 800
							Total: 	9,541
Slide 7: EIP Update: 
County-Level Enrollment Penetration Data
Shown in a bar graph
*Indicates auto-assignment county

•	Essex (N =13,979) 		4.2%
•	Franklin (N=2,060)		2.7%
•	*Hampden (N=14,407)	16.0%
•	*Hampshire (N=2,567)	12.5%
•	Middlesex (N=17,393)	4.8%
•	Norfolk (N=7,062)		5.3%
•	Plymouth (N=6,593)	4.0%
•	*Suffolk (N=15,099)	13.9%
•	*Worcester (N=14,597)	18.5%			

Slide 8: EIP Update: Rating Category Data
First Graphic – pie chart 
Total One Care enrollment by rating category [N = 9,541]
•	C1 = 76%
•	C2A = 12%
•	C2B = 2%
•	C3A = 9%
•	C3B = 1%

Second Graphic – bar graph

Rating Category Enrollment Penetration
•	C1 = 11.1%
•	C2A = 8.5%
•	C2B = 7.7%
•	C3A = 8.3%
•	C3B = 11.9%
•	F1 = 1.4%

•	As of Feb. 1, there are 18 active enrollments in the F1 rating category. 
•	This represents <1% of enrollments in One Care overall. 
•	The F1 rating category therefore does not appear in the pie chart at left.

Slide 9: MassHealth Customer Service (CST) Call Volume
•	Weekly volume of calls to CST
o	2,400 – early October
o	1,500 – mid-February
o	3,000 – early January (largest weekly call volume)
•	Late December/early January saw tremendous increase in calls due to communications emergencies in other MassHealth programs 
•	CST also was affected by weather-related and holiday closures around this time
•	Generally, weeks that include a holiday mean the normal weekly calls are distributed across fewer weekdays, affecting speed to answer and percentage of calls answered

•	MassHealth is monitoring these metrics, and expects them to continue to improve as call volume to CST about other federal health reform programs gradually stabilizes.

Slide 10: EIP Update: Access to Full Reports

•	Full EIP reports available on One Care website: 
http://www.mass.gov/eohhs/consumer/insurance/one-care/
o	EIP section under the One Care News and Community link

•	Currently available EIP reports:
o	Monthly enrollment data (Jan., Feb.)
o	Monthly CST data (Jan., Feb.)
o	Focus Group #1 (Early opt-ins) summary report
o	Focus Group #2 (Early opt-outs) summary report

•	EIP Workgroup expects to produce first SHINE data report and Survey 1 summary report in the next weeks