Slide 1: One Care Implementation Council 
Key Themes Presentation
from COVID-19 response
Zoom Meeting
April 14, 2020
Slide 2: Communication is key…
•	Between the member and their One Care Plan with the assistance of the Care Coordinator especially for those who have complex care needs.
•	 Between MassHealth and their entire enrollee population 
Slide 3: Communication recommended practices...
•	The Care Coordinator proactively outreach to members asking about their medical, mental health, Medically Assisted Treatment, social, (i.e., isolation) and other needs as well as conveying information specific to the needs of each member
•	How is the need for medical supplies, medications and other services determined?
•	Frequent informational updates through robocalls, emails and text messages, vlogs (video logs)
•	Fourth grade reading level appropriate format
Slide 4: Communication best practices are also...
•	Closed Captioning, ASL, vlogs
•	Direct access to Care Coordinator or Primary Care Physicians (PCP)
•	Social Media posts and updates
•	Include images - simplify information as WHO & CDC currently does
Slide 5: This pandemic has been an opportunity for the Care Coordinator to…
•	Provide step by step directions to enrollees on questions about symptoms, who to contact in case of COVID-19 exposure, and emergency planning for in-home personal care, and on planning and receiving medication and supplies
•	Give specific recommendations for things like frequency of grocery store shopping, new take-out food guidelines, and the definition of social distancing
Slide 6: COVID-19 pandemic has highlighted...
•	Continued frustration around the role of the care coordinator
•	More confusion on the role care coordinator
•	Need for MOU and three-way contract to include increased guidance, oversight and transparency on One Care plan model implementation.
Slide 7: Additional thoughts were...

•	The care coordinator has moved away from promised whole person model to a medical model
•	PCAs do not have training in infection control
•	Questions about access to transportation (medical and non-medical) to get essential supplies 
•	Emergency preparedness has not been addressed
•	Home care workers do not have access to PPE
Slide 8: The most vulnerable populations need high touch in this crisis…
•	Seniors
•	Members living alone
•	Members who use PCAs
•	Members who are Homeless or unstably housed
•	Members with ID/DD
•	Members who are Medically Complex
•	Members with Mental Health and/or substance use disorder needs
Slide 9: Next steps
•	What measures are MassHealth using to track the quality of plan performance during this time?
•	What data is MassHealth collecting to track plan performance?
•	How will this data be made transparent to all stakeholders?
•	How will this information be used in shaping the MOU and three-way contract?
Slide 10: Next steps continued…
•	Developing protocols for triaging PPE for PCAs and/or high-risk populations
•	Developing protocols for COVID-19 testing for high-risk populations
•	Adjusting protocols in as needed – in this rapidly changing environment – to reduce the spread of COVID-19 among high risk populations.
Slide 11: My Ombudsman: MassHealth Health Plans
•	My Ombudsman staff are available:
•	Phone at 855-781-9898
•	Videophone at 339-224-6831
•	Email at info@myombudsman.org
•	https://myombudsman.org/