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Findings from the WMIP Client Surveys

The Washington Medicaid Integration Partnership (WMIP) is a voluntary managed care pilot project in Snohomish County designed to improve care for disabled or aged Medicaid clients by coordinating services that were formerly provided through separate treatment systems. Molina Healthcare of Washington began providing care for clients in January 2005. The benefit package includes medical care, substance abuse treatment, mental health treatment, and long-term care services. This report provides findings from consumer satisfaction surveys of WMIP enrollees and clients who received services through regular Medicaid systems of care. Findings from a survey of clients who left the WMIP project are also reported.

Key Findings
In most areas, the differences between WMIP enrollees and clients receiving services through regular Medicaid systems of care were not statistically significant at standard confidence levels. Areas where WMIP clients were more satisfied included:

• Fewer problems with delays while waiting for approval for health care
• Shorter waiting times for appointments for routine care
• Better customer service and less paperwork

Areas where WMIP clients were less satisfied included:

• Getting help when calling the doctor or clinic during regular office hours
• Getting help for an illness, injury, or condition that needed care right away
• Getting needed treatment or counseling for a personal or family problem
• Prescription drug coverage
• Overall rating of health care and health plan

The WMIP disenrollee survey indicates most clients left the program because they lost Medicaid eligibility (41 percent) or left the county (12 percent). About one in three (37 percent) actively chose to disenroll. Of those who chose to disenroll, most reported problems with access to providers (39 percent) or dissatisfaction with prescription drug coverage (35 percent). Dissatisfaction with drug coverage may reflect difficulty in adjusting to a formulary and prior authorization requirements in managed care.

Other findings indicate that Molina’s performance is improving and WMIP has improved coordination of care. Data also suggest that efforts to expand access for WMIP clients to specialty providers and urgent care may be warranted.

Modified: Friday September 14 2007

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