music Hello, and welcome.
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9 seconds
My name is Jeff Keilson.
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11 seconds
I'm a member of the Implementation Council and the President of the Board of the Disability Policy Consortium.
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This video is presented by the Implementation Council, a group of consumer members and community-based advocates who closely partner with MassHealth and health plans to improve One Care.
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30 seconds
Today, we're discussing the essential role Care Coordinators play in One Care, and how care coordination can support and empower you.
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39 seconds
In One Care, your care team includes your care coordinator, providers, and the supporters you choose, all working together with you at the center.
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50 seconds
Your care coordinator is your partner in both health and daily life.
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55 seconds
By understanding your goals, priorities, and what matters most to you, they help create care that supports you as a whole person.
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1 minute, 4 seconds
Your care coordinator helps build and update your care plan, coordinate services, adjust supports as your needs change, and assist with appeals or grievances when issues arise.
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1 minute, 17 seconds
Hi, my name is Dennis Heaphy, and I am the Chair of the Implementation Council.
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1 minute, 21 seconds
I am going to talk to you about the importance of your care plan and to do so I am going to share with you a little bit about Julia, a One Care member.
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1 minute, 30 seconds
Julia as a One Care member, has a care plan and that care plan plays a key role in her everyday life.
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1 minute, 39 seconds
It defines the services and supports she receives and clearly documents what matters most to her.
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1 minute, 46 seconds
Julia learned early on that her care plan is a living document. As her goals, needs, or circumstances change, her care plan can change too.
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1 minute, 56 seconds
And she has a right to make changes to her care plan.
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1 minute, 59 seconds
With support from her care coordinator, and other members of her care team, Julia makes sure her care plan reflects more just than medical information.
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2 minutes, 9 seconds
It includes her mental health needs, her recovery goals, her independent living goals, and her desire to live a full life in the community.
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2 minutes, 19 seconds
And that includes things like staying connected with friends, family and doing things that are important to her.
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2 minutes, 27 seconds
Whether it be art therapy, support groups, or just spending time with friends and family.
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2 minutes, 34 seconds
By documenting details about her daily life and the barriers she faces, such as unreliable transportation or changes in the home situation,
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2 minutes, 44 seconds
Julia's care plan captures her real needs rather than just what appears in her medical record.
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2 minutes, 52 seconds
Because Julia's needs and priorities are clearly written in her care plan, services can be better coordinated
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2 minutes, 58 seconds
and supports can be adjusted when things change. When parts of Julia's care plan
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3 minutes, 5 seconds
did not fully meet her needs, she learned she had the right to speak up and work with the care coordinator and work with the care team and appeal decisions.
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3 minutes, 16 seconds
And that is important. You have a right to appeal decisions. Her care plan helped her clearly explain what was missing and why it mattered.
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3 minutes, 26 seconds
Today, Julia sees her care plan as something she owns.
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3 minutes, 30 seconds
It is a tool that she can use to help shape her care, her goals, and her future on her terms.
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3 minutes, 38 seconds
Hi, my name is Bella Rose, and I am one of the Co-Vice Chairs of the Implementation Council.
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3 minutes, 46 seconds
Before I had my current care coordinator, I didn't always feel supported.
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3 minutes, 52 seconds
I often felt rushed, like I didn't matter, or that I had to figure things out on my own.
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4 minutes
Eventually, I realized it was okay to ask for a new care coordinator and that decision changed everything.
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4 minutes, 9 seconds
Now I work with Maeve, and from the very start, she treated me like a person.
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4 minutes, 15 seconds
She took the time to listen and really understand my needs,
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4 minutes, 20 seconds
not just medically, but in my day to day life. Because she understands my situation, she helps connect me to the services and supports that I actually need.
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4 minutes, 33 seconds
She's helped find providers who can come to my home.
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4 minutes, 37 seconds
She made sure my doctors and services are communicating with each other, and helped things stay on track when there were changes in my care.
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4 minutes, 47 seconds
She's also helped me find community supports and in home services when things changed, so I could keep getting what I needed without gaps.
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4 minutes, 57 seconds
One of the biggest ways my care coordinator has helped me was during an appeal.
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5 minutes, 3 seconds
I'd had to go through appeals before, and they were very stressful and confusing.
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5 minutes, 9 seconds
But this time was completely different. Maeve offered to walk through the process with me, made the phone calls with me, and explained everything along the way.
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5 minutes, 22 seconds
It was the smoothest appeal I've ever been through, and the denial was overturned in my favor. That experience showed me just how much a care coordinator can advocate for you.
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5 minutes, 36 seconds
Most importantly, I feel comfortable reaching out to her, and confident that my needs are being met.
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5 minutes, 42 seconds
And I want others to know too that if your care coordinator isn't right, or the right fit for you, you can ask for someone new.
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5 minutes, 51 seconds
You deserve support, advocacy, and a partner who truly is on your side.
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5 minutes, 57 seconds
Hi, my name is Crystal Evan and I am one of the Implementation Council Co -Vice chairs.
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6 minutes, 3 seconds
In closing, here are the main points to remember: Building a strong relationship with your care coordinator can make a big difference in your One Care experience.
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6 minutes, 11 seconds
They are there to support you.
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6 minutes, 14 seconds
Be sure to share all your needs, including what helps you live your life, both inside and outside of healthcare.
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6 minutes, 20 seconds
Work with your care coordinator to keep your care plan up to date as your needs change.
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6 minutes, 25 seconds
The Integrated Care Team is invested in making sure your care plan reflects your needs and your goals.
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6 minutes, 31 seconds
Having your needs clearly documented can help your team better understand what matters to you and work with you to identify the supports and services that may be available.
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6 minutes, 41 seconds
Thank you for being a part of One Care. Your care coordinator is here for you, every step of the way.