One Care Early Indicators Project (EIP)

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

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) • 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

3. Survey 2 Method • Administered by mail and phone • English and Spanish • 20 minutes by phone • 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

4. Survey 2Domains 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

5. Survey 2Domains 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

6. EIP Update: Enrollment Data

7. EIP Update: County-Level Enrollment Penetration Data * Indicates auto-assignment county

8. EIP Update: Rating Category Data Rating Category Enrollment Penetration Total One Care enrollment by rating category[N = 9,541] • 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 chart at left.

9. MassHealth Customer Service (CST) Call Volume • Weekly volume of calls to CST • 2,400 – early October • 1,500 – mid-February • 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 • MassHealthis monitoring these metrics, and expects them to continue to improve as call volume to CST about other federal health reform programs gradually stabilizes.

10. EIP Update: Access to Full Reports • Full EIP reports available on One Care website: http://www.mass.gov/eohhs/consumer/insurance/one-care/ • EIP section under the One Care News and Communitylink • Currently available EIP reports: • Monthly enrollment data (Jan., Feb.) • Monthly CST data (Jan., Feb.) • Focus Group #1 (Early opt-ins) summary report • 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