Improving Care for Dual Eligibles through Effective Consumer Engagement Leena Sharma & Andi mullin Senior State Advocacy Managers voices for better health November 2, 2015 The SNP Alliance Washington D.C.

Agenda About Community Catalyst Early Implementation Challenges About the Voices for Better Health Project The Transformative Power of Consumer Engagement How Community Catalyst can Help Plans Succeed © 2015

About Community Catalyst Nonprofit health care advocacy organization Network of advocates in 40+ states Building advocacy infrastructure Leading broad-based issue campaigns Health equity!!! © 2015

Health System Transformation Drivers of Poor Value People-Centered System ADMINSTRATIVE WASTE HIGH PRICES POOR QUALITY CARE POOR POPULATION HEALTH Resource: The Path to a People-Centered Health System: Next Generation Consumer Health Advocacy © 2015

Early Implementation Challenges © 2015

Early Implementation Challenges Consumer outreach & education Provider outreach & education Care Coordination © 2012

The Need for Consumer Voice Voices for Better Health Partners with state and local advocates to: Influence the policies and design of the dual eligible demonstrations at the state and federal level Work with delivery systems to develop meaningful engagement with their consumers © 2015

Target States Coalition-building State and federal policymaker advocacy (meetings, written comments, workgroups) Hosting public meetings Grassroots outreach Collection of individual stories Leadership development Participating in state-organized forums Meetings and collaborations with plans and providers Communications (newsletter, website, social media) © 2015

The Transformative Power of Consumer Engagement © 2015

Levels of Engagement Policy System Individual © 2015

Delivery System Meaningful consumer engagement is critical to success of any new model of care: Improves communication Expands promising practices Corrects potential, costly problems Resource: Meaningful Consumer Engagement: A Toolkit for Plans, Provider Groups and Communities www.communitycatalyst.org/resources/tools/meaningful-consumer-engagement © 2015

A “Ladder of Engagement” Newsletters Surveys Comment cards Town hall meetings Focus groups Resource fairs Consumers on board of directors Consumer advisory board Committee membership © 2015

Address barriers to participation Use event locations convenient to consumers Provide transportation Transportation needs Locations accessible for persons with physical disabilities Room arrangements compatible with assistive technology Physical accessibility Interpreters Time for augmented communication devices Cultural competence Stipends for participation Provision of food at meetings Income accessibility Meeting schedules adapted to consumer needs Time barriers On-going training and support Knowledge & skill barriers © 2015

Examples of Delivery System-Level Consumer Engagement Person with Disabilities Workgroup Public Policy Participation Committee Inland Empire Disabilities Collaborative Member Advocate/Ombudsman Member Advisory Committees Member Satisfaction Workgroup Consumers on governing board Consumer Advisory member meetings Consumer Advisory Committees © 2015

How we work with delivery systems Assessment and gaps analysis of consumer engagement strategies Engagement design (advisory committees, member meetings, etc.) Recruiting and retaining consumers with diverse experiences Skills training and leadership development for consumers Assistance in brokering collaboration with community-based organizations “The key to successful integrated care - especially for older adults and people with disabilities - is active, meaningful consumer engagement, since consumers and caregivers are at the heart of everything we do.” Bob Master, MD Commonwealth Care Alliance © 2015

Thank you! © 2012