Care Coordination

2024 Care Coordination Survey results

Coordination of behavioral health care goal:

• The total number of participants was 57, which is a decrease in participation from the previous year. In general, there was a clear decrease in ratings for many indicators compared with the previous year’s results.
• Discharge planning has improved over the years, but providers are not returning calls within two business days. Although this is probably not delaying treatment, it does hinder providers in obtaining needed clinical information. Please make every attempt to return calls in a timely manner.
• Various comments from the survey were shared with the Clinical department in an effort to improve communication between providers and Clinical Care Managers. Clinical Supervisors will share the comments with their teams.
• Mental health inpatient facilities reported that information at time of bed request is not always adequate. PerformCare encourages inpatient facilities to request the needed additional information before a decision is made. Unfortunately, sometimes complete information is not always available at time of precertification.

The 2024 results table (PDF) indicates the percentage of providers who scored the question "Majority of the time" (80% of the time or more).

If you have any questions about these standards or surveys, please email Bonnie Clark.

Coordination of behavioral health care goal

The total number of participants was 99, which is an increase from previous years. There was a fair response to each level of care. Here are the 2023 takeaways:

• The availability of sufficient, accurate, and timely clinical information at time of admission decreased for all levels of care except for mental health inpatient.
• Including natural supports in the date and time of follow-up care could be important. If a member is reliant on a natural support for transportation to the appointment, and the date and time is not acceptable to the natural support, this could be a barrier to follow-up care.
• Two new questions related to tobacco recovery were added to the survey. Some providers indicated that they treat children and assessing or treating tobacco use is not relevant to them. PerformCare acknowledges that typically members are not assessed for tobacco use until age 10; however, best practice supports including members who are younger if there is suspicion of use. Members who have parents who smoke may be at higher risk because of easier access to cigarettes and should be screened.

The 2023 results table (PDF) indicates the percentage of providers who answered the question as "Majority of the time" (80% of the time or more).

If you have any questions about these standards or surveys, please email Bonnie Clark.

± Acronyms:

BHRS = Behavioral health rehabilitation services
FBMHS = Family-based mental health services
IOP = Intensive outpatient program
MH/SU IP = Mental health/substance use inpatient
MH/SU OP = Mental health/substance use outpatient
PHP = Partial hospitalization program
RTF = Residential treatment facility
TCM = Targeted case management

Coordination of behavioral health care goal

The total number of participants was 74, which is a decrease from the previous year. There were a number of responses for each level of care, although higher participation would provide more reliable findings. Here are the 2022 takeaways:

• In general, there was a clear decrease in ratings with some indicators in comparison to the previous year. There was a decrease in participation, which may have influenced the findings.

• Comments concerning COVID-19 indicate that it is still influencing follow-up and access to treatment in a timely manner. This contributed to the decrease in the discharge planning indicator.
• The availability of sufficient, accurate, and timely clinical information at time of admission decreased for all levels of care.
• Despite amending the language of what counts as a treatment team meeting, further changes may be needed to ensure accurate responses.
• RTF providers indicated that they are not always provided accurate information and there are discrepancies between the discharge medication and the medication sent.
• IBHS providers reported that they are not sent accurate information or a valid prescription.
• There was a decrease in the number of participants who reported that they notified PerformCare of barriers to treatment in the IBHS level of care. There may be a need to add “not applicable” to ensure this indicator is not misinterpreted.

The 2022 results table (PDF) indicates the percentage of providers who scored the question as either 100% – 91% of the time or 90% – 81% of the time.

If you have any questions about these standards or surveys, please email Bonnie Clark.

± Acronyms:

BHRS = Behavioral health rehabilitation services
FBMHS = Family-based mental health services
IOP = Intensive outpatient program
MH/SU IP = Mental health/substance use inpatient
MH/SU OP = Mental health/substance use outpatient
PHP = Partial hospitalization program
RTF = Residential treatment facility
TCM = Targeted case management

• 2021 Care Coordination Survey results (PDF)
• 2020 Care Coordination Survey results (PDF)
• 2019 Care Coordination Survey results (PDF)

If you have any questions about these standards or surveys, please email Bonnie Clark.