A study conducted by researchers from William & Mary, Virginia Commonwealth University, and the Virginia Department of Medical Assistance Services found that highly integrated Dual Eligible Special Needs Plans (D-SNPs) improve customer service satisfaction for individuals enrolled in both Medicare and Medicaid. The research, published in JAMA Health Forum, highlights how integrating these programs can reduce confusion and enhance care coordination by allowing beneficiaries to receive both Medicare and Medicaid benefits from the same insurer. The study was based on a survey conducted in Virginia, one of only nine states offering highly integrated D-SNPs at the time, and it suggests that streamlining services leads to better experiences for enrollees.
The findings indicate that members of highly integrated D-SNPs were more likely to know whom to contact for assistance and reported being treated with greater courtesy and respect. Researchers believe that further studies, incorporating long-term data and administrative records, could provide additional insights into the broader impacts of integration on healthcare outcomes and costs. The study underscores the importance of state-level research in informing national policy, and it also highlights the collaborative role universities can play in shaping public healthcare initiatives. Future research aims to explore the long-term effects of these integrated plans on beneficiaries’ health and access to care.
