HCDI Applies a Health Equity Lens on Transportation at Recent ACAP Webinar
By HCDI Communications
Healthcare Dynamics International (HCDI) presented Numbers to Names: Driving Health Equity Results Through a Whole-Person, Whole-Community Approach to Care at the Association of Community Health Plans (ACAP) webinar on December 14, 2023, along with a well-known health plan client.
During the webinar, over 50 attendees, including many from safety health net plans across the country, listened as HCDI President and Founder, Jean Drummond discussed the impact of not only quantitative data, but more importantly, qualitative data in identifying member healthcare access barriers and developing effective health equity interventions.
Non-Emergency Medical Transportation Grievances
The one-hour webinar focused on the non-emergency medical transportation (NEMT) services provided to Medicaid members of HCDI’s health plan client. It highlighted how missed transportation appointments were linked to increased emergency room visits and, likewise, increased financial costs for health plans. The plan received over 3,000 claims from nearly 1,500 Medicaid members sighting transportation grievances for missing their inpatient and outpatient medical appointments.
HCDI Transportation Solutions for Health Plan: Qualitative and Quantitative Member Analysis and Driver Training
To work towards reducing the number of transportation grievances, HCDI supported the health plan by connecting with members over the phone and holding live, paid, discussion groups to hear their stories. Through these engagement efforts, we uncovered what went wrong with their service and why they missed their appointments and compiled a comprehensive qualitative and quantitative data analysis focused on a whole-person, whole-community approach.
HCDI found that approximately 61% of the claimants indicated they were missing their primary care visits due to NEMT, while the remaining missed physical therapy, behavioral health, and in some instances dialysis appointments and more. Members indicated transportation service no-shows, late or early pickups, driver or staff misconduct, and unclean cars kept them from making their appointments.
HCDI also initiated training sessions with drivers from the health plan’s transportation provider. Some courses involved wheelchair safety, implicit bias, and sensitivity training so drivers understand that they play an integral role in driving health outcomes. At the end of the webinar, Drummond emphasized that drivers are just as responsible for member care as are the primary care providers.
To learn more about HCDI and how we take a health equity approach to tackling the most difficult problems faced by managed care plans, visit www.hcdi.com or contact us directly at info@hcdi.com.
