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One Care Early Indicators Project (EIP)

By: Olivia Richard, Implementation Council

February 28, 2014

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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

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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

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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

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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

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EIP Update: Enrollment Data

Total Enrollment by Plan Effective Feb. 1

Commonwealth Care Alliance (CCA) 6,238

Fallon Total Care (FTC) 2,503

Network Health (NH) 800

Total 9,541

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EIP Update: County-Level Enrollment Penetration Data

Essex (N=13,979)

Franklin (N=2,060)

*Hampden (N

=14,407)

*Hampshire

(N=2,567)

Middlesex (N=17,393)

Norfolk (N

=7,062)

Plymouth (N=6,593)

*Suffolk (N=15,099)

*Worceste

r (N=14,597)

0.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

16.0%

18.0%

4.2%2.7%

16.0%

12.5%

4.8% 5.3%4.0%

13.9%

18.5%

* Indicates auto-assignment county

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EIP Update: Rating Category Data

C2A 12%

C2B 2%

C3B 1%

C3A 9%C1

75%

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. 

Rating Category Enrollment Penetration

C1 C2A C2B C3A C3B F10.0%

2.0%

4.0%

6.0%

8.0%

10.0%

12.0%

14.0%

11.1%

8.5%7.7%

8.3%

11.9%

1.4%

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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

MassHealth is monitoring these metrics, and expects them to continue to improve as call volume to CST about other federal health reform programs gradually stabilizes.

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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 Community link

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