Communication Plan

CONTRACT YEAR 2 COMMUNICATION PLAN

Communication Plan Florida External Quality Review 2007-2008

Introduction

As the external quality review organization (EQRO) for the State of Florida’s Medicaid managed care program, Health Services Advisory Group, Inc. (HSAG) is responsible for ensuring that information is communicated effectively among a wide variety of entities and stakeholders. Timely, coordinated communication is essential for the successful completion of the EQRO activities. This document describes HSAG’s plan for communication, including the communication goal; the identification of target audiences, strategies, and activities to communicate information to each targeted audience; mechanisms to monitor the effectiveness of the communication strategies; and a timetable to complete key plan activities.

Communication Goal

HSAG’s goal is to enhance the exchange of clear, coordinated, timely, and effective communication of EQRO-related information to all appropriate individuals, entities, and stakeholders; to increase Medicaid stakeholders’ awareness of EQRO activities; and to provide appropriate technical assistance to all of the managed care organizations (MCOs) and the appropriate state entities.

Note: Throughout this document, the term “MCO” is used to represent all involved Health Maintenance Organizations (HMOs), Provider Service Networks (PSNs), Prepaid Mental Health Plans (PMHPs), Nursing Home Diversion Programs (NHDPs), Managed Integrated Care (once operational) and MediPass, well as new MCO-types expected to become operational during the year, including Florida Senior Care and HIV/AIDS Managed Care Program.

Target Audiences and Communication Strategies

HSAG identified the target audiences and categorized them into three groups: MCOs; the EQR staff of the Agency for Health Care Administration (AHCA); and key stakeholders, including AHCA’s Bureau of Quality Management, Bureau of Managed Health Care, Health Systems Development, and the Florida Center for Health Information & Policy Analysis, the Department of Elder Affairs (DOEA), The Florida Association of Health Plans, and other similar organizations. Information and communications for each of these groups will vary, with some information available to all sources (as well as the general public), some information available to MCOs only, and other information to be shared with AHCA EQR staff only. To provide information to each of these groups, HSAG proposes to use certain strategies that will entail some crossover in the types of communication mediums used. The following paragraphs describe the proposed communication strategies for each targeted audience, along with the medium to be used.

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Strategies for Communications with MCOs

As the EQRO, HSAG will be working directly with all of the MCOs on a variety of activities. Because MCOs will be asked to submit documentation and materials throughout the EQR process, direct communication is essential. Through years of working as an EQRO with a variety of states, HSAG has found a very successful process for direct communication with MCOs. Table 1 provides the hierarchy of the communication process with MCOs, with a corresponding list of the type of information to be communicated and the rationale for each selected medium.

Table 1—Communication Strategies with MCOs Communication Proposed Use Rationale Medium

E-mail Primary and initial method for Self-documenting, traceable, real- sending and receiving all direct time method. MCO documentation, including requests for information, responses to inquiries, and notification of upcoming meetings/conference calls.

Website Notification of upcoming events, Available to general public, provides posting of all non-sensitive mechanism for communicating EQRO documents for download, information to all interested parties ability to submit and view within the MCO. frequently asked questions, opt- in distribution list, links to EQRO-related articles and materials.

Conference Used so multiple individuals can Real-time, allows for interaction and calls/individual discuss approaches, answer spontaneous questions. telephone calls questions, and resolve challenges or issues.

Quarterly Provides information and Formal mechanism for meetings updates to MCOs on key communicating with all MCOs. activities, and provides a forum for technical assistance, discussion, and troubleshooting.

Webinars Provides real time access and Formal mechanism for information exchange for communicating with all MCOs and multiple participants located in other stakeholders simultaneously. multiple locations. There is no limit to the size of the group that can take advantage of this venue.

FTP site Used only for the exchange of HIPAA-compliant site, no limit to file personal health information or size. large data files.

Written reports Provides information on the Formal mechanism to communicate results of the EQR activities, findings across MCOs, along with evaluation of these results, and formal recommendations for recommendations for improvement. improvement. Final, approved versions of all reports will be posted on the website.

Strategies for Communications with AHCA EQR Staff

HSAG anticipates frequent communication with AHCA EQR staff members due to the variety of activities included under the EQRO contract. In order to keep the AHCA EQR staff updated and knowledgeable regarding the status of each activity, HSAG proposes the following mechanisms for the ongoing communications, as displayed in Table 2.

Table 2—Communication Strategies with AHCA EQR Staff Communication Proposed Use Rationale Medium

Conference Used to provide weekly (or as Provides weekly updates on all calls frequent as needed) updates on activities, allows for all EQRO activities, discuss questions/answers, and provides changes and/or challenges to ability for team leaders/experts to the work plan, and discuss any interact directly with AHCA EQR other applicable items. staff. A recurring, scheduled time allows HSAG staff to have a consistent mechanism to discuss challenges, issues, or questions with AHCA.

Monthly Provides written summary of Monthly record of project status, progress tasks completed, sets goals for tracking of resolution. reports upcoming month, addresses unresolved issues, and communicates changes from proposed work plan.

Table 2—Communication Strategies with AHCA EQR Staff E-mail Used for ad hoc Self-documenting, traceable, real- communications, non-sensitive time method. deliverables, and as a carbon- copy for all EQRO-related communications with other entities, such as MCOs or other stakeholders.

Strategic Provides summary of quarterly Mechanism for tracking formal summary of meetings, including any impacts communications with all MCOs. quarterly on AHCA’s quality strategy or meetings MCO contracts.

Web site Notification of upcoming events, Allows AHCA to view all information posting of all non-sensitive that is available to the public. EQRO documents for download, submitting and viewing frequently asked questions, using opt-in distribution list, and linking to EQRO-related articles and materials.

FTP site Used to provide AHCA EQR Mechanism for HIPAA compliant staff with access to project communications, with the ability to database, exchange of sensitive post documents and exchange data. information, exchange of large data files, exchange of MCO- specific reports and findings.

Written reports Provides information on the Formal mechanism to communicate results of the EQR activities, findings to AHCA EQR staff, along evaluation of these results, and with formal recommendations for recommendations for improvement. improvement. Final, approved versions of all reports will be posted on the website.

Strategies for Communications with Key Stakeholders

In addition to the AHCA EQR staff, there are others in AHCA bureaus and the Department of Elder Affairs, as well as external stakeholders, who need to participate in and/or be kept up to date on EQRO activities. Table 3 displays the mechanism for communication with key stakeholders, with a corresponding list of the type of information to be communicated and the rationale for each selected medium.

Table 3—Communication Strategies with Key Stakeholders Communication Proposed Use Rationale Medium

Web site Notification of upcoming events, Available to general public, provides posting of all non-sensitive mechanism for communicating EQRO documents for download, information to all interested parties. submitting and viewing frequently asked questions, using opt-in distribution list, and linking to EQRO-related articles and materials.

Conference Used to gather multiple Real-time, allows for interaction and calls/individual individuals together to discuss spontaneous questions. telephone calls approaches, answer questions, and resolve challenges or issues.

Quarterly Provides information and Formal mechanism for meetings updates on key activities, and is communicating with MCOs and key a forum for technical assistance, stakeholders. discussion, and troubleshooting.

Webinars Provides information and Provides real time access and updates to key stakeholders information exchange for multiple located in multiple locations. participants located in multiple locations.

FTP site Used (as appropriate) only for HIPAA-compliant site, no limit to file the exchange of personal health size. information or large data files.

Written reports Provides information on the Formal mechanism to communicate results of the EQR activities, findings to key stakeholders, along evaluation of these results, and with formal recommendations for recommendations for improvement. improvement. Final, approved versions of all reports will be posted on the website.

Ongoing Monitoring of Effectiveness

To ensure that the communication plan goals are met, as well as to evaluate how effective the communication approaches are in reaching the various target audiences, HSAG proposes the following tasks:

1. Monitor hits to Web site on an as needed basis. 2. Following quarterly meetings, distribute a survey to participants on the effectiveness of the various communication mechanisms used, including the Web site, e-mails, Webinars, and FTP. 3. Verify with AHCA, at least quarterly, that the master contact list is current and complete.

HSAG will compile this information and provide AHCA with a summary of the findings on a quarterly basis, with the first report being produced in October 2007, and subsequent reports in February and May of 2008. Upon initiation of the third year of the EQR contract, HSAG will update the communication plan, including frequency of monitoring reports.

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