Maryland’s Participant Experience Survey

1. Maryland’s Participant Experience Survey Lisa Kelemen RN, MSN Administrator, Real Choice Systems Change Grant

2. Participant Experience Survey (PES) • Survey tool created by Medstat, obtained through CMS. • 15 minute in-home survey measured overall waiver program experience in 4 domains: • Access to care, choice and control, respect and dignity and community integration. • Survey performed by the University of Baltimore. • Helped with sampling. • Performed scheduling and interviews. • Compiled results.

3. Participant Experience Survey (PES) • Survey first done in 2004. • Results distributed and focus groups convened. • Waiver-improvement strategies identified for program improvement. • New questions added. • In 2005, DHMH surveyed 547 OAW and LAH waiver participants in 16 jurisdictions.

4. Understanding the Results • Results are reported in percentages and raw numbers. • Numbers represent the number of people with an unmet need or who report a problem. • Worked with UB to determine “statistical meaningfulness”. • A statistical meaningful result is a change of 9% change in either direction. • Overall, 2004 and 2005 results were consistent. • New waiver satisfaction question added. • Participants in both waivers reported a high level of satisfaction.

5. For both years surveyed, results generally stayed the same. Indicates that most participants are getting assistance with ADL’s and IADL’s. Transportation remains a problem. Additional question asked to see if participants are missing medically-related appointments. 8% (5) of LAH and 34% (19) of OAW participants who state they do not always have transportation when needed claim they have missed medically-related appointments. Result Highlights - Access to Care

6. Result Highlights – Choice and Control • In 2005, we asked participants to name their case manager. • Names compared to those in our database. • Results showed a large number of participants still could not name their case manager. • Ability to contact CM and CM helpfulness ultimately more important. Results for both of these indicators improved. • Both LAH and OAW showed the same trend.

7. Result Highlights – Respect and Dignity • Three Respect and Dignity indicators improved in the Living at Home Waiver. • Results otherwise stayed the same in both waivers.

8. Result Highlights - Community Integration • Large percentage of participants in both programs report an unmet need for community involvement. • Fewer LAH participants report they are not working but would like to work.

9. Who Answered the Questions? • Large number of participants had assistance answering the questions. • 40% of LAH and 45% of OAW had assistance. • Results analyzed based on who answered the questions. • No significant difference between the groups. • Results are in the report.

10. Next Steps… • Distribute results and identify waiver-improvement strategies. • Future surveys? • PES is costly and grant funding is no longer available. • There is no value to a yearly PES. • Could extract specific questions of greatest importance and add to other regularly-performed surveys. Use 2004-2005 results as a baseline.