Communication Strategies to Reach Oregon Health Plan Members
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1 Communication Strategies to Reach Oregon Health Plan Members Presented by Olivia Stone, Metropolitan Group Oregon Public Health Association Conference October 2017
2 The Need Help Oregon Health Plan members understand and use their benefits. This project was supported by Funding Opportunity Number CMS-1G from the U.S Department of Health and Human Services, Centers for Medicare & Medicaid Services and the content provided is solely the responsibility of the authors and do not necessarily represent the official views of HHS or any of its agencies.
3 Research Methodology Review of Oregon Health Plan member communication materials Interviews with experts Four focus groups with members (Newberg & Portland) Discussions with eight Collaboratives + CCO Member Engagement & Outreach Committee
4 Lost in the Journey Transition points cause confusion Perception of sudden, unexplained changes
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7 Simplify and streamline information Low literacy standards Use visual cues Establish info hierarchy Set of essential info
8 Members Info Hierarchy English Plans Coverage Providers Rights How to get help Spanish Services Where to get services in Spanish Coverage Rights
9 (TTY 711) OregonHealthCare.gov Oregon Health Plan Coverage For Pregnant Women and Newborns 1 Congratulations on your pregnancy! Oregon Health Plan can help you get the prenatal care you and your baby need while you are pregnant. And it can cover your delivery and your baby s health care needs. Here is what you need to do. Before You Have Your Baby: Tell OHP when you find out you are pregnant If you are already an OHP member: If you are not an OHP member yet: You can probably get special benefits through OHP while you are pregnant. Call OHP as soon as you find out that you are pregnant and say that you would like to report a pregnancy. You don t need to provide any proof that you are pregnant. What if I forgot to call OHP and I am going to deliver my baby soon? You should still call OHP or update your information online. Tell OHP the date that you found out you were pregnant. We will make sure that any prenatal care you received before then is covered, and that your delivery is covered. Call OHP as soon as you find out that you are pregnant. They can help you fill out an application over the phone. Applications for pregnant women are reviewed and approved much faster than other applications. OHP is open to pregnant women who earn up to $1,881 each month as an individual or $3,848 as a family of four. If you qualify for OHP your coverage will begin on the date you applied. You will be assigned to a Coordinated Care Organization (CCO), which is the group of doctors and hospitals that will provide your care. What if I haven t applied for OHP and I am going to deliver my baby soon? Call OHP right away. If you are at a hospital, ask the hospital staff for help getting OHP coverage. It s not too late to get covered for your delivery! 2 3 Make sure your prenatal care provider is in your Coordinated Care Organization (CCO) Your primary care physician (PCP) may want you to see another provider for your prenatal care. This provider will probably be an OB-GYN. Before you make an appointment, check to make sure this new provider is in your Coordinated Care Organization (CCO). You can find this information in your CCO handbook. If you lost it, call your CCO to request a new one. Find out what care your CCO offers Many CCOs have great programs for pregnant women and new mothers. Call your CCO to learn more. Some CCOs do not cover circumcision or midwives. If your CCO does not cover these services but you want them, call OHP to find out if you can change to another CCO. You can get this document in other languages, large print, braille or a format you prefer. Contact the (Program Name) at or ( here). We accept all relay calls or you can dial 711.
10 Language Challenges Literal translations High literacy level English acronyms Multiple languages overwhelming
11 Translation Best Practices Simplify Establish consistency Vet translations with community partners
12 Communication Channels Preferred format 1:1 for English-speakers Written for Spanish speakers All prefer mail over /online Behaviors English speakers call customer service Spanish speakers seek in-person help
13 Tools: Implementation o Getting started with OHP infographic o Shared health care iconography with CCOs o Updated glossary Simplification: Revise OHP member handbook Collaboration: Joint OHA-CCO member communications workgroup
14 What can you do? Use new Oregon Health Plan tools Simplify and streamline Agree to shared standards/protocol Agree to shared terminology
15 Thank you! metgroup.com
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