FOR IMMEDIATE RELEASE
March 31, 2008
Participants Pleased with Medicaid Waiver Programs
Department Releases Annual Satisfaction Survey Results
COLUMBUS - Older Ohioans served by three Medicaid home- and community-based services waivers are overwhelmingly satisfied with the services provided, as well as with the work of their case managers, according to the results of participant satisfaction surveys released today by the Ohio Department of Aging.
In November and December, 2007, the department surveyed participants of its PASSPORT, Choices and Assisted Living Waiver programs on their overall satisfaction with services from program providers and their interactions with case managers. Ninety-two percent of PASSPORT participants, 94.5 percent of Choices participants and 74.1 percent of participants in the Assisted Living program - the newest of the three programs - were "very satisfied" or "extremely satisfied" with the programs.
"Our over-arching goal is to make sure that all Ohioans have access to the long-term care services they need in the settings they prefer, an important aspect of which is to ensure that those services are provided and managed in the best way possible," said Barbara E. Riley, director of the department. "The data and feedback gathered by these surveys allow us to identify what we are doing well and things we could be doing better."
PASSPORT helps Medicaid-eligible older adults continue to live in their communities and delay or avoid nursing home placement through services provided by home care agencies. Choices is similar, but also enables participants to hire their own service providers (including friends, neighbors and some relatives). The Assisted Living Waiver program, launched in July 2006, provides services in certified residential care facilities and supports participants' desires for independence, choice and privacy.
PASSPORT consumers were last surveyed in 2006. This is the first time participants in the Choices and Assisted Living Waivers have been surveyed. Completed surveys were received from 3,123 PASSPORT participants, 151 Choices consumers and 56 Assisted Living Waiver participants - representative samples for each program. Among the findings:
PASSPORT
- 96 percent of survey participants would "definitely" or "likely" recommend the PASSPORT program to a friend, unchanged from 2006 results.
- Statewide, participants received an average of 5.6 services through PASSPORT.
- 47 percent were "extremely satisfied" with how well the program met their needs. Another 44 percent were "very satisfied."
- 57 percent were "extremely satisfied with how well their case managers handled problems, complaints and concerns. Another 33 percent were "very satisfied."
Choices
- 97 percent of survey participants would "definitely" or "likely" recommend the Choices program to a friend.
- Statewide, participants received an average of 7.3 services through Choices.
- 66 percent were "extremely satisfied" with how the program met their needs. Another 26 percent were "very satisfied."
- 69 percent were "extremely satisfied" with how well their case managers handled problems, complaints and concerns. Another 25 percent were "very satisfied.
Assisted Living Waiver
- 82 percent of survey participants would "definitely" or "likely" recommend the Assisted Living Waiver program to a friend.
- 36 percent were "extremely satisfied" with how the program met their needs. Another 34 percent were "very satisfied."
- 43 percent were "extremely satisfied" with how well their case managers handled problems, complaints and concerns. Another 25 percent were "very satisfied.
Although consumer satisfaction with the assisted living waiver program appears to be much lower than for either the PASSPORT or Choices programs, this may be due in large part to a 14 percent non-response rate to the question on overall satisfaction. This high level of non-response is consistent with ODA’s experience in other survey efforts involving residential care facility consumers, and the department is revising its methods for information collection among this audience.
The complete survey reports are available on the Department of Aging Web site (www.aging.ohio.gov/resources/publications/waiver_satisfaction_2007.html).
About ODA
The Ohio Department of Aging provides leadership for the delivery of services and supports that improve and promote quality of life and personal choice for older Ohioans, adults with disabilities, their families and their caregivers. Working with 12 area agencies on aging and other community partners, the department offers home- and community-based Medicaid waiver programs such as PASSPORT, the long-term care ombudsman program, the Golden Buckeye Card and more.
