Value Behavioral Health of Pennsylvania BHRS Consumer/Family Forum Crawford, Mercer & Venango Counties June 2007 AE_NW3 BHRS Consumer_Family Forum_060707

Pennsylvania HealthChoices Program State Medical Assistance (MA) Managed Care Program The HealthChoices Program has three main goals To improve access to healthcare services for MA consumers To improve the quality of care available to MA consumers To stabilize Pennsylvania’s MA spending Shar AE_NW3 BHRS Consumer_Family Forum_060707

Who is Value Behavioral Health-PA (VBH-PA)?? Value Behavioral Health-PA (VBH-PA) is a managed care company VBH-PA is working with your county to ensure the success of the HealthChoices Program VBH-PA staff will be available to answer your questions when you call the toll-free member services number established for your county Shar AE_NW3 BHRS Consumer_Family Forum_060707

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The Benefits of HealthChoices Supports the enhancement, expansion & improvement of county-specific delivery of services Provides a continuum of in-plan and supplemental services that promote recovery and resiliency Mental Health Substance Abuse Provides consumers with a choice of in- network providers Shar AE_NW3 BHRS Consumer_Family Forum_060707

Behavioral Health Services Mental Health (MH) Inpatient Psychiatric Residential Treatment Facilities (RTF) for Children & Adolescents MH Partial Hospitalization MH Outpatient Behavioral Health Rehabilitation Services for Children/Adolescents (BHRS) Family-Based MH Intensive Case Management (ICM) Resource Coordination (RC) Blended Case Management (BCM) Certified Peer Specialist Crisis Intervention Clozapine Support Services Laboratory Services Shar AE_NW3 BHRS Consumer_Family Forum_060707

Behavioral Health Services Substance Abuse Inpatient Drug & Alcohol (D&A) Detoxification/Rehabilitation Non-hospital Residential Detoxification/Rehabilitation Halfway House D&A Outpatient, including Intensive Outpatient (IOP) Outpatient Narcotic Addiction Treatment (Methadone Maintenance) AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Service Access HealthChoices means you have a CHOICE of providers When members call VBH-PA for a referral, they will be given at least two names of providers to choose from VBH-PA does not give recommendations, but will offer members a choice of providers VBH-PA clinicians will ask for information to assess the need for services (emergency, urgent, or routine) Shar AE_NW3 BHRS Consumer_Family Forum_060707

There is no charge to you for in-plan services that you receive. Service Access There is no charge to you for in-plan services that you receive. HealthChoices members DO NOT pay for any covered services they need. There is no co-pay. (This does not include your prescriptions. Your prescriptions are paid by your physical health plan.) If members receive a bill, they should report this to the VBH-PA Member Service Representative. Shar AE_NW3 BHRS Consumer_Family Forum_060707

Toll-Free Contact Numbers VBH-PA Member Services Erie 1-866-404-4560 NWBHP 1-866-404-4561 (Northwest Behavioral Health Partnership: Crawford, Mercer & Venango Counties) Cambria 1-866-404-4562 Toll-Free Provider Line: 1-877-615-8503 TTY Telephone Number: 1-877-615-8502 AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Member Benefits All VBH-PA members are provided with a Member Handbook that includes important information on member benefits Handbooks are mailed to all eligible HealthChoices members in a bright pink envelope It is important to read and keep the handbook Frank AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Member Benefits The Member Handbook includes: A county-specific toll-free number to call with any questions about behavioral health care services and/or the HealthChoices program Information on filing a complaint or grievance Information on getting help in an emergency Ways to share your opinions about your services by taking a satisfaction survey Member rights and responsibilities Frank AE_NW3 BHRS Consumer_Family Forum_060707

Learn about Your Rights As part of the HealthChoices Program, you have the RIGHT to: - Be treated with dignity and respect. - Have your medical records and conversations with people who give you care kept private. - Take part in decisions about your care. - Have your treatment plan explained to you. - Help set up your treatment plan and ask for a change to your treatment plan. - Choose your provider from a list of HealthChoices Program Providers. - See your medical records and talk about them with your provider. Frank AE_NW3 BHRS Consumer_Family Forum_060707

Learn about Your Rights (continued) - Change your provider. - Ask your provider about his or her qualifications or any person who is helping you. - Receive services without regard to race, color, religion, sex, sexual orientation, age or ethnic background. - Make a Complaint or file a Grievance about your care or the services you receive. - Talk with a Consumer Family Satisfaction Team (C/FST) member about the quality of your services. - Receive information on available treatment services. - You have the right to be free from any form of restraint or seclusion during your treatment that is used as a means of coercion, discipline, convenience or retaliation. - You have the right to create an Advanced Directive and share it with your treatment provider. Frank AE_NW3 BHRS Consumer_Family Forum_060707

Learn about Your Rights (continued) - Have the side effects and risks of your medications explained to you. - You may also request a copy of information maintained by VBH-PA. The information may include claims information, complaints, referrals, disclosures and other documented contact you and your provider have had with us. - You may request to amend (change) the VBH-PA information listed above in order to correct any errors. The decision to make a change is made by the VBH-PA Medical Director. - You are free to exercise your rights. Exercising your rights will not affect how you are treated by your provider or by VBH-PA. - You have the right to request a second opinion about your treatment. Frank AE_NW3 BHRS Consumer_Family Forum_060707

Learn about Your Responsibilities As part of the HealthChoices program, you have the RESPONSIBILITY to: - Respect the dignity and privacy of others. - Give your provider the information that he or she needs to better serve you. - Work with your provider to help develop a treatment plan and ask questions when you do not understand your treatment. - Try to follow the treatment plans you developed with your provider. - Keep your appointment with your provider. Frank AE_NW3 BHRS Consumer_Family Forum_060707

Learn about Your Responsibilities (continued) - Contact your provider if you need to cancel or re-schedule your appointment. - Call the VBH-PA toll-free telephone number if you move and/or change your address or phone number. If you are hearing impaired, call the TTY number at 1-866-615-8502. Become familiar with your Rights and Responsibilities. They are in your Member Handbook. Frank AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 CASSP Principles Mental health services in Pennsylvania are guided by the principles of the Child and Adolescent Service System Program. Central to CASSP Principles is the recognition that a child must be understood in his or her natural context—the family, the community and the child-serving systems—not just individually. CASSP Principles are strengths-based and treatment-focused. AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 CASSP Principles Child-centered Family-focused Community-based Multi-system Culturally competent Least restrictive/least intrusive AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Evaluation Comprehensive Child and Adolescent Strengths-Based Evaluation—Life Domain Best Practice format for initial evaluations and re-evaluations Evaluation of the child’s strengths and needs Review of past treatment trials and/or review of treatment goals Consideration of the full continuum of care Documentation to support the medical necessity of recommended level of care AE_NW3 BHRS Consumer_Family Forum_060707

Independent Prescriber Model Prescribers who are credentialed by VBH-PA to evaluate children/adolescents and make treatment recommendations Criteria: Pennsylvania licensed psychiatrist, Pennsylvania licensed psychologist or developmental pediatrician Documented experience in evaluating children and adolescents with special needs Satisfactory (85% or better) ratings on CCASBE-LD monitoring No affiliation with a BHRS/FBMH provider Panel of providers will be recruited for each county AE_NW3 BHRS Consumer_Family Forum_060707

Interagency Service Planning Team (ISPT) Functions of the ISPT Meeting: Mechanism for child-driven, family-focused treatment Mechanism for individualization and positive envisioning Mechanism to integrate prescriber expertise with multi-system participation AE_NW3 BHRS Consumer_Family Forum_060707

Interagency Service Planning Team (ISPT) Desired outcomes of the ISPT Meeting: Achieving consensus, based on common understanding and common goals Initiating and maintaining an ongoing process of collaboration and change Implementing practical, workable solutions for the child, including integrated treatment and feasible sources of funding Only possible with parent/guardian participation! AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Initial ISPT VBH-PA will schedule meeting within seven (7) days of receipt of evaluation Parent/legal guardian, CYS/JPO, child if 14 years or older, and if appropriate, county representative, case manager, education (home school district), VBH-PA reviewer and other appropriate child-serving agencies Evaluators are expected to participate (by phone or in person) Provider is not a participant VBH-PA/County facilitates initial ISPT AE_NW3 BHRS Consumer_Family Forum_060707

Ongoing & Discharge ISPT Provider is a participant and is responsible to contact county to schedule the ISPT Provider takes the lead in discussing progress of treatment goals, interventions utilized, skill transfer, barriers to treatment and discharge planning Discharge planning meeting within 45 days of a projected discharge date Provider facilitates ongoing/discharge ISPT’s AE_NW3 BHRS Consumer_Family Forum_060707

Definition of Medically Necessary A service, item, procedure or level or care that is necessary for the proper treatment or management of an illness, injury or disability is one that: Will, or is reasonably expected to, prevent the onset of an illness, condition, or injury or disability. Will, or is reasonably expected to, reduce or ameliorate the physical, mental or developmental effects of an illness, condition, injury or disability. Will assist the recipient to achieve or maintain maximum functional capacity in performing daily activities, taking into account both the functional capacity of the recipient and those functional capacities that are appropriate of recipients of the same age. AE_NW3 BHRS Consumer_Family Forum_060707

Medical Necessity Criteria Licensed as an utilization review entity Mandated to use Appendix T, Program Standards and Requirements SI – Severity of Illness IS – Intensity of Service AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Peer Review Care Managers and CAFS Coordinators can only authorize care Medical Necessity is questioned Peer Advisors render decisions Certified Non-certified (denial) Peer Advisors are board certified psychiatrists, licensed psychologists and addictionologists supervised by the MCO Medical Director Peer Advisors are also available 24/7 and a monthly on-call schedule is maintained AE_NW3 BHRS Consumer_Family Forum_060707

What is a denial of service? A VBH-PA Peer Advisor’s decision to deny a service, to decrease a service or to approve a service different than the service requested because the care requested is not medically necessary or another level of care is more appropriate. The member will be sent a denial letter on the same date the denial is given for all acute levels of care. For non-acute levels of care, the denial letter is sent to the member within two business days of the denial decision. AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 What is a Grievance? A grievance is when you are unhappy about a decision made about your treatment: You may be denied a service. A decision was made to decrease the amount of service. You want a different service than what has been approved. Mary AE_NW3 BHRS Consumer_Family Forum_060707

How do I file a Grievance? You will receive a letter when VBH-PA denies a service, decreases your service, or approves something different than the service requested. There can be several steps to the Grievance Process including: First Level Grievance Second Level Grievance External Grievance Fair Hearing AE_NW3 BHRS Consumer_Family Forum_060707

First and Second Level Grievances You may send your Grievance in letter form or you may call VBH-PA. Use the toll-free number on your card or have someone call for you. Your provider may also file a Grievance for you, if you give them written permission to do so. Mary AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 How Soon Must I File? You have 45 days to file a Grievance after you receive written notice of the change in your service. You may continue services through the Grievance process if you file within 10 days of your service being denied. Mary AE_NW3 BHRS Consumer_Family Forum_060707

If you are not satisfied File a complaint if you are unhappy with the HealthChoices program. you do not like the care your provider is giving you you are unhappy with the services you are receiving Mary AE_NW3 BHRS Consumer_Family Forum_060707

Examples of Complaints I waited too long in the office. The staff is rude. The doctor will not let me take part in deciding my care. I was late because I could not get a ride or the bus was late and my appointment was cancelled. I received a bill from my provider. Mary AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 How to File a Complaint Call the toll-free number on your card or have someone call for you. All calls are free. Write a letter to: VBH-PA 520 Pleasant Valley Road Trafford, PA 15085 Attention: Quality Department Mary AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Need Help Filing... A VBH-PA Member Services Representative can help you file a complaint. Your complaint will be investigated within 30 days. You will be sent a letter from VBH-PA informing you of the resolution. Mary AE_NW3 BHRS Consumer_Family Forum_060707

What if I still don’t like the resolution? You may file a Second Level Complaint by calling or writing VBH-PA. You have the right to meet with the Second Level Complaint Committee to resolve your complaint. This committee will meet within 30 days of your request and you will be notified of the results by a letter from VBH-PA. Mary AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Still not happy? You have 15 days to file an External Complaint Review. This complaint is handled by either the Pennsylvania Department of Health (DOH) or the Pennsylvania Department of Insurance (DOI). Mary AE_NW3 BHRS Consumer_Family Forum_060707

AE_NW3 BHRS Consumer_Family Forum_060707 Questions??? VBH-PA is committed to providing quality behavioral health services to all our Members. VBH-PA wants its’ Members to strive for recovery and enjoy a good quality of life. AE_NW3 BHRS Consumer_Family Forum_060707