Northern Arizona University
Total Page:16
File Type:pdf, Size:1020Kb
DDD Provider Forum Summary Report Institute for Human Development Northern Arizona University Dr. Kelly D. Roberts, Executive Director Nicholas Blum, Project Coordination Corey Lee, Graduate Assistant July 29, 2019 l~lu NORTHERN ARIZONA N W~ UNIVERSITY Institute for Human Development Executive Summary Background Between April 3 and May 21, 2019, ten forums (with 252 total attendees) soliciting feedback from providers of Long Term Services and Supports (LTSS) for persons with disabilities in Arizona were jointly facilitated by Northern Arizona University, Institute for Human Development staff and Arizona’s Department of Economic Security, Division of Developmental Disabilities staff. Feedback was sought on the following topics: (1) Thoughts on an alternate service delivery model? (2) Governor Ducey’s Executive Order regarding Enhanced Protections for Individuals with Disabilities; (3) What is going well with LTSS? (4) What needs to be improved? and (5) What are solutions for improvement? Feedback from the forums was analyzed with qualitative research methods, identifying the most prevalent themes. Results – Themes of feedback in order of prevalence Responses on Alternate Service Delivery Model: Billing Concerns; Elimination of Small Providers; Negative Precedent Set by Other States; Changes in Provider Reimbursement Rates; Concerns with a Strict Medical Model Responses on Governor Ducey’s EO: Sexual Violence Training; Funding/Rate Increases for New Requirements What is going well with LTSS: Options/Choices Available to Members; Person-centered Planning System What needs to be improved with LTSS: Communication between DDD and Providers; Issues with Monitoring Practices; Support Coordinator Training Concerns; Support Coordinator Turnover; Vendor Call Process; Authorizations; Financial Concerns. Solutions for Improvement of LTSS: Family Education; Provider Involvement in Decision Making; Increased Funding. Recommendations – Based on Analysis of Feedback Thoughts on Alternate Service Delivery Model: Review effect of alternate model precedent in other states; Review effect of alternate model on billing and payment practices; Consider feedback from persons/families with DD in the process; Review applicability of the medical model. Thoughts on Governor Ducey’s EO: Develop and implement increased training regarding the protection of persons with disabilities with all stakeholders; Ensure rates are considered if providers have any new requirements (e.g., training). Current System of LTSS: Increase the provision of uniform training for support coordinators; Increase/improve communication with providers and family members; Review effectiveness of vendor call system; Review effectiveness of authorization system; Increase funding for DDD; Provide higher rates of payments for vendors. 2 Table of Contents Introduction .............................................................................................................................. 4 Methodology .............................................................................................................................. 5 Data Analysis ......................................................................................................................... 6 Results ....................................................................................................................................... 7 Alternate Service Delivery Model Summary ....................................................................... 7 Governor Ducey’s Executive Order ................................................................................... 13 LTSS Results ....................................................................................................................... 17 LTSS—What is Going Well .............................................................................................. 17 LTSS—What Needs Improvement .................................................................................... 19 LTSS—Solutions for Improvement ................................................................................... 33 Discussion ................................................................................................................................ 35 Alternate Service Delivery Model Discussion .................................................................... 35 Governor Ducey’s Executive Order Discussion ................................................................. 37 LTSS Discussion .................................................................................................................. 37 Appendix—Transcripts from each Provider Forum ............................................................. 41 Tucson (South) .................................................................................................................... 42 Yuma (South) ...................................................................................................................... 62 Sunnyslope (Central)........................................................................................................... 83 Prescott (North) ................................................................................................................. 101 Mesa (East) ........................................................................................................................ 117 Phoenix (West) .................................................................................................................. 138 Flagstaff (North) ................................................................................................................ 156 Phoenix (Central) .............................................................................................................. 178 Chandler (East) ................................................................................................................. 191 Surprise (West).................................................................................................................. 210 3 Introduction In 2019, the Institute for Human Development (IHD) at Northern Arizona University (NAU) was contracted by Arizona’s Department of Economic Security (DES), Division of Developmental Disabilities (DDD) to partner on ten provider feedback forums across the state of Arizona to communicate with and solicit feedback from providers of long term services and support (LTSS) for persons with disabilities across the state. A scope of work was developed between IHD and DDD, which outlined the expectations and deliverables from both parties. IHD’s responsibilities included: working with DDD staff to secure appropriate and accessible facilities for conducting the forums; providing water and cookies to forum attendees; training and assigning qualified personnel to serve as facilitators for all ten forums; maintaining and organizing contemporaneous notes of feedback generated from these sessions; facilitating the transcription of the recorded sessions; analyzing the resulting data; and reporting on the results. DDD’s responsibilities included: determining the general geographic locations and overall schedule of the provider feedback forums (ensuring that locations encompassed all of DDD’s “districts”); communication and outreach to providers about these forums; assigning at least one DDD representative to each forum, to assist the IHD facilitator with answering questions and communicating DDD updates and developments to the forum providers; and working collaboratively with IHD to develop the PowerPoint presentation that was used to guide each forum. All ten provider forums were held between April 3, 2019 and May 21, 2019 (See Table 1). Every session was led by a trained facilitator from IHD and a DDD staff member. Feedback was solicited and analyzed by IHD staff (See Methodology section for more information). This full report, in combination with the Executive Summary and a summary PowerPoint, constitute the full reporting. Table 1 – Location, Schedule, and Attendance of Provider Feedback Forums DDD City Date Meeting Number of Location District Time Attendees Total: 252 East Mesa 4/24/19 10:00am - 26 Mesa Public Schools noon Student Service Center 1025 N. Country Club Dr. Mesa, AZ 85201 East Chandler 5/14/19 10:00am - 46 Chandler Downtown Public noon Library Copper Room South 22 S. Delaware St. Chandler, AZ 85225 Central Sunnyslope 4/15/19 10:00am - 20 Sunnyslope Community Center noon 802 East Vogel Ave. Phoenix, AZ 85020 4 Central Phoenix 5/8/19 5:30pm - 12 in-person Gompers (2) 7:00pm 37 by 6601 N. 27th Ave. WebEx Phoenix, AZ 85017 West Phoenix 4/25/19 10:00am - 13 DES/RSA Training Room 1 & 2 (1) noon 2nd Floor 515 N. 51st Ave. Phoenix, AZ 85043 West Surprise 5/21/19 10:00am - 21 Surprise City Hall noon Community Room 16000 N. Civic Plaza Surprise, AZ 85374 South Tucson 4/3/19 10:00am - 35 Easterseals Blake Foundation noon 7750 E. Broadway Blvd. Ste. C150 Tucson, AZ 85710 South Yuma 4/9/19 10:00am - 8 Easterseals Blake Foundation noon Yuma Mission Valley Plaza 3860 W. 24th St. 2nd Floor Yuma, AZ 85364 North Prescott 4/23/19 10:00am - 15 Prescott Valley Civic Center noon 7501 E. Skoog Blvd. Room 331 Prescott, AZ 86314 North Flagstaff 4/30/19 10:00am - 19 Little America noon “Flagstaff Room” 2515 E. Butler Ave. Flagstaff, AZ 86004 Methodology The IHD Executive Director assigned IHD staff to lead provider forums based upon each staff member’s availability, interest, and qualifications. The intent was for the facilitator from IHD to be neutral