Title text here

1. Title text here • Experienced Voices: What Do Dual Eligibles Want From Their Care? • Insights from Focus Groupswith Older Adults Enrolledin Both Medicare and Medicaid • Michael PerryMary C. SlosarNaomi Mulligan KolbLake Research Partners • Lynda FlowersKeith Lind • AARP Public Policy Institute

2. Five Models of Care Examined • Fee-for-Service Medicare and Medicaid • Enhanced Primary Care Case Management Programs • Partially Integrated Medicare Special Needs Plans • Fully Integrated Medicare Special Needs Plans • The Program of All-Inclusive Care for the Elderly

3. Study Subjects and Limitations Subjects • Age 65 or older. • Enrolled in both Medicare and Medicaid. • Receiving care through one of the specified delivery models. • No cognitive impairments. • Able to travel to an interview site. • Currently managing multiple chronic conditions. • Roughly one-half of participants had a recent interaction with a hospital (inpatient or emergency room encounter). Limitations • Bias in the selections process (people selected by plans; had to be able to travel) • Group think • Findings may not be generalized because of the methodology

4. Focus Group Sites

5. What We Heard

6. Dual eligibles in this study were generally satisfied with their care; especially those receiving care coordination. • Those receiving care coordination through the enhanced PCCM model, both of the SNP models, and PACE were very satisfied and saw care coordination as a vital service. Those in the PCCM model were very satisfied if they were receiving care management. Those who were not were less satisfied. • PACE participants especially liked the social aspects of their care describing the PACE Center as a “home away from home.” Others, with the exception of the FFS group, said they would like more opportunities for social activities.

7. Most duals in this study lacked experience with the Medicare and Medicaid appeals processes. But they were very satisfied with grievance processes available through their plans. • With the exception of the NYC fee-for-service group and one person in the Baltimore partially integrated SNP, most duals had only used the grievance processes associated with the plans they were enrolled in and were satisfied that their concerns were adequately addressed through those processes. • Some in PACE wanted a less formal process to express concerns because they did not want to be viewed as complainers.

8. Duals in most of the models of care were receiving bills from their providers. • Federal law does not allow Medicaid providers to “balance bill” Medicaid beneficiaries. Federal law also prohibits Medicare providers from “balance billing” dual eligibles who have their Medicare premiums, deductibles, and cost sharing paid for by Medicaid (e.g., qualified Medicare beneficiaries or QMBs/QMB plus). • Across all of the models of care (except the fully integrated SNPs), duals said that they were receiving bills from their providers.

9. Duals in some of the care models reported having problems accessing some services. • People enrolled in FFS, the PCCM program, and the fully integrated SNP reported having significant problems accessing services. Problems included: • Finding doctors who accepted Medicare and Medicaid • Accessing dental providers • Accessing specialists

10. Duals did not have a systematic way to learn about their care options. • In terms of how they learned about various programs, duals were all over the map: • Family • Friends • Program Sponsors • Visits to senior living facilities • Health Care Providers • Happenstance

11. Areas for Further Exploration and Research • Does social isolation increase health care costs? Is there evidence to support assessing duals for social isolation as part of the annual Medicare wellness visit? If so, what are appropriate interventions to address the problem, regardless of the care delivery model? • What are the best ways to educate beneficiaries and providers about federal balance billing rules for duals? What are effective strategies for educating beneficiaries about what to do when they receive these bills?

12. Areas for Further Exploration, cont’d. • How can access to providers and specialists be improved for duals, regardless of their service delivery model? • What are promising strategies for helping duals obtain objective information about the various care options available to them? • How can policymakers and service providers work together to develop programs that help duals (and their families) find the care model that best meet their (or their loved ones) needs?

13. Areas for Further Exploration, cont’d. • Duals were interested in sharing experiences and advice about their care with each other. What kinds of programs can be developed to facilitate peer-to-peer discussions among dual eligibles with similar health conditions? Can this be accomplished in a pure fee-for-service environment?

14. Questions Lynda Flowers Senior Strategic Policy Advisor AARP Public Policy Institute lflowers@aarp.org