1. 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.

2. 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

3. About Community Catalyst
Nonprofit health care advocacy organization
Network of advocates in 40+ states
Building advocacy infrastructure
Leading broad-based issue campaigns
Health equity!!!
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4. 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
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5. Early Implementation Challenges
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6. Early Implementation Challenges
Consumer outreach & education
Provider outreach & education
Care Coordination
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7. 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
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8. 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)
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9. The Transformative Power of Consumer Engagement
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10. Levels of Engagement
Policy
System
Individual
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11. 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
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12. 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
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13. 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
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14. 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
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15. 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

16. Thank you!
© 2012