MassHealth Proposal:
Assessing the Early Perceptions and Experiences of One Care Among MassHealth Members

Presented by: Alexis Henry
University of Massachusetts Medical School
August 15, 2013

Proposed Overall Project Goal
•	Assess member’s early perceptions and experiences of One Care
•	Use a mixed-method approach
•	Include members who have:
–	Self-selected into One Care
–	Been auto-assigned into One Care
–	Opted-out of One Care

Domains Assessed
•	Enrollment Process
–	Clarity of information; easy/difficult; questions answered; etc.
•	Care Team
–	Same/different providers; care coordinator; LTS coordinator; etc.
•	Care planning/assessment process
–	Communication with team; appointments; preferences and concerns addressed; etc.
•	Care plans
–	Service needs addressed; continuity/change in care; satisfaction with care plan; etc.
•	Service delivery
–	Obtaining needed services; interactions with providers; etc.
•	Overall perception/satisfaction with One Care
–	Satisfaction with plan/providers; ongoing concerns about One Care; etc.

Proposed Methods
•	Mixed method with three approaches
–	Focus groups
–	Surveys
–	Review of “indicators” reported by MassHealth and contracted entities
•	Project timeframe - October 2013 to March 2015
•	Project team/workgroup
–	UMMS staff from CHPR, CHLE; survey contractor; One Care Implementation Council members

Focus Group Methods
•	Late 2013 through July 2014
•	5 focus groups with 8-12 eligible enrollees each (n=60)
–	1 group with early opt-out eligible enrollees
–	1 group with early opt-in enrollees
–	3 groups with opt-in or auto-assigned enrollees
•	Members randomly selected and invited by phone
•	Suffolk, Worcester, Hampden, Hampshire counties
•	Focus group questions developed by Project Team

Focus Group Methods
•	1 group in Spanish, rest in English
•	$50 stipend; ASL and other accommodations
•	Groups audio-recorded; transcripts analyzed thematically
•	Interim and final reports
•	Information from first 2 groups will help inform development of enrollee surveys

Survey Methods
•	Two surveys
–	Survey 1 – experiences of eligible enrollees during initial enrollment period
–	Survey 2 – experiences of enrollees in One Care
•	Survey questions developed by Project Team
–	Input from Implementation Council
–	Review program documents, existing surveys
–	Informant interviews
Survey 1 – Enrollment Period
•	Administered after eligible enrollees receive information about One Care
–	Oct – Dec 2013
•	Brief (5 minute) telephone survey of randomly selected members in 3 groups
–	Self-selected into One Care (early opt-in) n=100-125
–	Opted-out of One Care (early opt-out) n=100-125
–	Neither opt-in nor opt-out (waiting) n=100-125
•	Questions focused on enrollment materials and experience
–	Clarity of materials; assistance sought; questions answered; reasons for opting-in or out
•	Summary report in February 2014

Survey 2 – Experiences with One Care
•	Comprehensive look at enrollees’ early experiences in One Care
•	Administered to 6,000 randomly selected enrollees in 3 waves (2,000 each wave)
–	Goal of 50% response rate or n=3,000 respondents
•	120 days after each auto-assignment wave
–	January 2014       surveyed May-June 2014
–	April 2014       surveyed July-August 2014
–	July 2014       surveyed in November-December 2014
•	Dual-mode (mail and phone) administration
–	2 mailings with follow-up by phone
•	English and Spanish
•	10-15 minutes by phone; 70-80 questions with skips
•	Survey sample may be selected to ensure representation of certain subgroups
–	E.g. PCA or DME users; One Care Plans
•	Interim reports; final summary report in March 2015

Review of early “indicators”
•	Data elements available from MassHealth; One Care Plans; Ombudsman; SHINE; MassHealth Customer Service
–	# electing to enroll; # opting out; # cases opened, # cases closed; # complaints and complaint resolutions; # appeals and appeal resolutions

•	Regular review of indicators as they become available
–	Monthly update of enrollment data to Implementation Council
–	Quarterly summary “dashboard” for Implementation Council

•	Additional analyses may be warranted if a sufficient amount of data accumulates

Questions and Comments