Online Program

327052
Identifying effectiveness and areas for improvement in an innovative program serving medically complex individuals with disabilities


Tuesday, November 3, 2015

Bittie Behl-Chadha, Ph.D., Center for Health Policy and Research, University of Massachusetts Medical School, Shrewsbury, MA
Kerri Ikenberry, RN, BSN, Disability and Community Services, Commonwealth Medicine, University of Massachusetts Medical School,, Shrewsbury, MA
Susan Brown, MS, OTR/L, Disability and Community Services, University of Massachusetts Medical School, Shrewsbury, MA
Theresa McGauley-Keaney, MPA, RRT, Disability and Community Services, University of Massachusetts Medical School, Shrewsbury, MA
Carla Hillerns, M.P.A, M.U.P., Center for Health Policy and Research, University of Massachusetts Medical School, Shrewsbury, MA
Background: Community Case Management (CCM), a partnership between UMass Medical School and MassHealth (Massachusetts Medicaid), serves children and adults with highly complex, chronic and challenging medical conditions/disabilities. By creating a single point of entry to receive coordinated services across a wide spectrum of needs, this unique program enables members to stay at home while reducing the burden of care on families. A satisfaction survey was conducted to monitor CCM’s effectiveness and identify areas for improvement.

Methods: The survey sampled all CCM members with at least 6 months’ program experience (N=667). Surveys were available for completion in print or online. Reminder phone calls encouraged participation.

Results: With a 45% completion rate, CCM members were 47% male, 54% 10 years old or younger, 74% white (non-Hispanic), and 47% enrolled in the program for over 6 years. High levels of satisfaction with the program were reported (69% very satisfied, 24% satisfied). 72% reported CCM made the member’s life “much better” while 60% reported it would have been “very difficult” for the member to stay at home if not supported by CCM. Staff’s coordination of services also won high ratings. Areas identified for improvement included specific aspects of the highly comprehensive and detailed needs assessment process and increased communication with members regarding need for additional services such as physical, speech and occupational therapy.

Conclusions: This evaluation helped quantify the invaluable service this innovative program delivers while identifying ways to further increase its positive impact as CCM continues to grow its member base.

Learning Areas:

Public health or related research

Learning Objectives:
Evaluate the effectiveness of a program that provides coordinated long term services and supports to children and adults with highly complex medical conditions/disabilities and identify areas for improvement.

Keyword(s): Case Management, Evaluation

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I am the Director of the Office of Survey Research, and in this capability, I was responsible for the design, administration and analysis of the study being reported here.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.