KENTUCKY YOUTH ADVOCATES - Press Release

June 2, 2008

Contact:

Makeda Harris

Office: 502-895-8167 ext.128

Cell: 502-494-5941

Terry Brooks

Office: 502-895-8167 ext.113

Cell: 502-235-2396

Louisville, KY – A new study released today by Kentucky Youth Advocates finds that poor communication between Kentucky’s Medicaid program, also known as KyHealth Choices, and families makes it difficult for parents and guardians to access services for their children enrolled in the program. The report, In the Dark: Families Share Their Experiences with KyHealth Choices, draws on the voices of families to illustrate a system characterized by insufficient communication, confusing rules, and poor customer service.

“One problem is that we don’t get a packet of information,” explained one of the parents interviewed in the study. “You know people on regular insurance get a packet that gives an explanation of benefits. We have no idea [what services are covered]. Like these bills – I don’t even know if I should pay them.”      

“In many ways, the lack of access to customer service means we don’t have a kids health care system,” says Terry Brooks, executive director of Kentucky Youth Advocates. “The current system is a maze of confusion. Kids and families are paying the price every day and we, as a state are going to pay a price down the road.”

The report is based on a series of focus group discussions with families in every region of Kentucky whose children are enrolled in either Medicaid or the Kentucky Children’s Health Insurance Program (KCHIP). Four main themes emerged from discussions:

1. Families do not have enough information about their coverage or benefits.
2. The customer service toll-free number is too often inadequate in meeting families’ needs.
3. Getting prior authorization requests approved and non-preferred prescriptions filled is often frustrating and time consuming.
4. Negative experiences at regional Department for Community Based Services offices create barriers to accessing health care services.

“Kentucky’s Medicaid program has undergone a series of changes over the past couple years and it is very important that families are informed about their health care choices.  Families cannot make sound decisions about their children’s health if they don’t know and understand their benefits,” says Makeda Harris, policy analyst and report author at Kentucky Youth Advocates.

“The families we spoke to all had two things in common – they valued their health insurance coverage and they want the best for their kids .  Let’s give them the tools they need to take advantage of all their coverage has to offer,” says Harris.

The report offers a range of solutions on how to improve access to health services by addressing communication barriers. It suggests the creation of a task force to monitor the system, community education campaigns to improve access to available benefits, and a web-based eligibility and benefit information system. The report also provides solutions for improving the toll-free hotline, including performance measures that track call volume and length of waiting time.  It recommends streamlining the prior authorization process by completing a public audit. Finally, it urges the Department of Community Based Services to enhance customer service by improving worker training and support and giving incentives for good work.

“We cannot cop out with the excuse that this is just the way government operates,” says Brooks. “Innovative and customer-oriented practices are seen in state after state. We need to apply lessons of practice and commitment to Kentucky. In places like Florida and Wisconsin, the system works for families, not against them. Our kids deserve that level of service.”

Access the full report at http://www.kyyouth.org.    

Kentucky Youth Advocates is a non-partisan, non-profit, children's advocacy organization. KYA represents a voice for Kentucky's most precious asset – its youth.  We believe that Kentucky's youth deserve the opportunities and resources necessary to ensure their productive development and health.