· 5/4/2017 · Thursday, May 4600 Emperor Boulevard04, 2017 AREA BOARD REGULAR MEETING , Durham, NC, 27703 4:00-6:00 p.m. Page 1 of 4 Page MEMBERS PRESENT: ☒Cynthia Binanay,

Thursday, May 04, 2017 AREA BOARD REGULAR MEETING 4600 Emperor Boulevard, Durham, NC, 27703

4:00-6:00 p.m.

Page 1 of 4

MEMBERS PRESENT: ☒Cynthia Binanay, Vice-Chair, ☐Michael Boose, ☒Christopher Bostock, Chair, ☒Heidi Carter, ☒George

Corvin, MD, ☒James Edgerton, ☒Lodies Gloston (via phone), ☐Phillip Golden, ☒John Griffin, Ed.D (via phone), ☒Curtis Massey,

☒George Quick, ☒William Stanford, Jr., ☐Amelia Thorpe, ☒Lascel Webley, Jr. (via phone), and ☒McKinley Wooten, Jr.

GUEST(S) PRESENT: Marilyn Avila, candidate for vacant Board seat; Caroline Bradstock, CFAC Chair (via phone); Denise Foreman, Wake County

Manager’s Office; Yvonne French, NC DMH/DD/SAS; Mary Hutchings, Wake County Finance Department; and Brian Perkins, Government Relations and

Strategic Advisor to Alliance

ALLIANCE STAFF PRESENT: Damali Alston, Director of Network Evaluation; Hank Debnam, Cumberland Site Director/Veterans Point of Contact; Kelly

Goodfellow, Executive Vice-President/Chief Financial Officer; Amanda Graham, Senior Vice-President/Organizational Development; Carol Hammett, General

Counsel; Tina Howard, Quality Review Manager; Veronica Ingram, Executive Assistant; Wes Knepper, Quality Management Director (interim); Geyer

Longenecker, Quality Management Director; Robert Robinson, Chief Executive Officer, and Sara Wilson, Government Relations Director

1. CALL TO ORDER: Chairman Christopher Bostock called the meeting to order at 4:01 p.m.

AGENDA ITEMS: DISCUSSION:

2. Oath of Office Chairman Bostock mentioned that the oath of office will not occur at this meeting.

3. Announcements A. NC DHHS LISTENING SESSIONS: Mr. Robinson mentioned that the department would like feedback on Medicaid

Reform and the 1115c waiver. They are requesting input via listening sessions. Providers, LME-MCOs, consumers, and

other stakeholders are invited to attend. The local listening session is May 11, 2017, from 5:00-7:00 pm at Creedmoor

Baptist Church on Creedmoor Road in Raleigh.

B. RESUME/CVS: Mr. Robinson mentioned that Alliance is reviewing files and requesting updated resumes/CVs for all Board

members. Board members may forward resume/CVs to Ms. Ingram.

C. ANNUAL BOARD SURVEY: Each year the Quality Management Committee sends a survey to Board members. This is an

opportunity for Board members to provide input and assess the level of functioning of the Board and all Board Committees.

Chairman Bostock reminded Board members that the survey was sent last week. Tina Howard, Quality Review Manager,

provided hard copies. Dr. Corvin, Quality Management Committee Chair, advised the Board that the goal is 100%

participation by Friday, May 26.

D. BOARD/STAFF UPDATES: Chairman Bostock informed the Board of Caroline Sullivan’s resignation due to a conflict of

interest based on a new job at the governor’s office. He and Mr. Robinson shared Ms. Sullivan’s gratitude for Board

members and staff, and the work Alliance does in our community.

Page 1 of 308


4:00-6:00 p.m.

Page 2 of 4


Mr. Robinson also mentioned that Geyer Longenecker is leaving Alliance and Wes Knepper is replacing him as Director of

Quality Management.

4. Agenda Adjustments There were no adjustments to the agenda.

5. Public Comment There were no public comments.

6. Committee Reports A. CONSUMER AND FAMILY ADVISORY COMMITTEE – page 5

The Alliance Consumer and Family Advisory Committee (CFAC) is composed of consumers and/or family members from

Durham, Wake, or Cumberland counties who receive mental health, intellectual/developmental disabilities or substance

use/addiction services. This month’s report included draft minutes from the April CFAC meeting.

Caroline Bradstock, CFAC Chair, presented the report. Ms. Bradstock provided highlights from the previous CFAC meeting.

The CFAC report is attached to and made part of these minutes.

B. FINANCE COMMITTEE – page 214

The Finance Committee’s function is to review financial statements and recommend policies/practices on fiscal matters to the

Area Board. This month’s report included draft minutes from the February and March Committee meetings.

James Edgerton, Committee Chair, presented the report. Mr. Edgerton mentioned that revenue exceeded expenditures and all

State mandated ratios were met. He mentioned today’s Committee meeting included the budget presentation which will be

presented to the Board. The Finance Committee report is attached to and made part of these minutes.

BOARD ACTION

The Board accepted the reports; no additional action required.

7. Consent Agenda A. Draft Minutes from April 6, 2017, Board Meeting – page 223

B. Executive Committee Report – page 228

C. Human Rights Committee Report – page 232

The consent agenda was sent as part of the Board packet. There were no comments or discussion about the consent agenda.

BOARD ACTION

A motion was made by Mr. William Stanford to approve the consent agenda; seconded by Dr. George Corvin. Motion passed

unanimously.

Page 2 of 308


4:00-6:00 p.m.

Page 3 of 4


8. Review of Board

Officer Selection

Process – page 253

As stated in the by-laws officers of the Area Board shall be chosen for a one-year term at the final meeting of the fiscal year. All

members are eligible to serve for up to two consecutive terms for each office.

Chairman Bostock reviewed the process for determining Board officers: Board members interested in either the Chair or Vice-

Chair position may contact him before June. Nominations will be made at the June meeting. Once all nominations are presented,

the Board will vote to select FY18 officers. Terms of Board officers are concurrent with Alliance’s fiscal year.

BOARD ACTION

The Board accepted the report; no additional action required.

9. FY18 Recommended

Budget – page 254

Kelly Goodfellow, Executive Vice-President/CFO, presented an overview of the FY 2017-2018 recommended budget. Board

members discussed the advantages and challenges of determining a basic benefit package for State funded services. Chairman

Bostock reminded Board members that the Board will hold a public hearing and vote on the budget at the June meeting. The

budget presentation is attached to and made part of these minutes.

BOARD ACTION

The Board reviewed the recommended budget; no additional action required.

10. Updates A. NC LEGISLATION – page 303

Brian Perkins, Government Relations and Strategic Advisor to Alliance, and Sara Wilson, Director of Government

Relations, presented an overview of House Bill 403: LME/MCO Claims Reporting/Mental Health Amendments. The bill

can be found at

http://www.ncleg.net/Applications/BillLookUp/LoadBillDocument.aspx?SessionCode=2017&DocNum=2229&SeqNum=0.

B. SINGLE STREAM FUNDING CUTS – page 308

NC Senate proposed substantial cuts for MH/SA/IDD services in their proposed budget. Ms. Goodfellow reviewed the

potential impact on single stream funding if additional reductions are made. Board members discussed the pending impact of

these potential cuts and possible next steps.

BOARD ACTION

The Board accepted the report; no additional action required.

11. Chairman’s Report There was no report.

Page 3 of 308

http://www.ncleg.net/Applications/BillLookUp/LoadBillDocument.aspx?SessionCode=2017&DocNum=2229&SeqNum=0


4:00-6:00 p.m.

Page 4 of 4


12. Closed Sessions BOARD ACTION

A motion was made by Vice-Chair Cynthia Binanay to enter closed session pursuant to NC General Statute 143-318.11 (a) (6)

and NCGS 143-318.11 (1) to consider the qualifications, competence, and performance of an employee and to prevent the

disclosure of information that is confidential and not a public record under NCGS 122C-126.1; motion was seconded by Dr.

George Corvin. Motion passed unanimously.

The Board returned to open session.

13. Adjournment With all business being completed the meeting adjourned at 6:51 p.m.

Next Board Meeting

Thursday, June 01, 2017

4:00 – 6:00

6/1/2017

Robert Robinson, Chief Executive Officer Date Approved

Page 4 of 308

(Back to agenda)

ITEM: Consumer and Family Advisory Committee (CFAC) Report

DATE OF BOARD MEETING: May 4, 2017

BACKGROUND: The Alliance Consumer and Family Advisory Committee, or CFAC, is made up

of consumers and/or family members that live in Durham, Wake, or Cumberland Counties who receive

mental health, intellectual/developmental disabilities and substance use/addiction services. CFAC is a

self-governing committee that serves as an advisor to Alliance administration and Board of Directors.

State statutes charge CFAC with the following responsibilities:

Review, comment on and monitor the implementation of the local business plan

Identify service gaps and underserved populations

Make recommendations regarding the service array and monitor the development of additional

services

Review and comment on the Alliance budget

Participate in all quality improvement measures and performance indicators

Submit findings and recommendations to the State Consumer and Family Advisory Committee

regarding ways to improve the delivery of mental health, intellectual/other developmental

disabilities and substance use/addiction services.

The Alliance CFAC meets at 5:30pm on the first Monday in the months of February, April, June,

August, October and December at the Alliance Corporate Office, 4600 Emperor Boulevard, Durham.

Sub-committee meetings are held in individual counties, the schedules for those meetings are available

on our website.

The Alliance CFAC tries to meet its statutory requirements by providing you with the minutes to our

meetings, letters to the board, participation on committees, outreach to our communities, providing

input to policies effecting consumers, and by providing the Board of Directors and the State CFAC

with an Annual Report as agreed upon in our Relational Agreement describing our activities, concerns,

and accomplishments.

REQUEST FOR AREA BOARD ACTION: Receive draft minutes from the full CFAC meeting

on April 4, 2017, and supporting documents.

CEO RECOMMENDATION: Accept the report.

RESOURCE PERSON(S): Caroline Ambrose, CFAC Chair; Doug Wright, Director of Consumer

Affairs

Alliance Behavioral Healthcare

BOARD OF DIRECTORS Agenda Action Form

6A

Page 5 of 308

Tuesday, April 04, 2017 CONSUMER AND FAMILY ADVISORY COMMITTEE

Page 1 of 4

MEMBERS PRESENT: Carrie Bradstock, Israel Pattison, Dave Curro, Kyle Reece, Steve Hill, Lotta Fisher, Jackie Blue, Eric Hall, Cynthia Hall, Ellen Gibson GUEST(S) PRESENT: Gregory Schweitzer, Trula Miles, C.J. Lewis: Consumer Empowerment Team, Division of MH/DD/SAS, Doug Wright: Director of Consumer Affairs, Consumer Affairs Specialist(s): Yancee Pérez, Stacy Guse, Star Davis

1. WELCOME AND INTRODUCTIONS: Carrie opened up the meeting with introductions for those by phone and present. 2. REVIEW OF THE MINUTES: Minutes were reviewed, but no quorum to approve minutes.

AGENDA ITEMS: DISCUSSION: NEXT STEPS: TIME

FRAME:

Public Comment Consumer/Family Challenges and Solutions

Dave shared that last Friday he attended a presentation from NC START titled Trauma Indications for Behavioral Considerations. He noted that CFAC members could benefit greatly from participating in a training such as this. Doug asked CFAC members if they were aware of the services provided by NC START. For more information please see this link: https://www.alliancebhc.org/consumers-families/crisis-and-access/nc-start-access-faqs/#toggle-id-2 Israel received a message via Meet-Up from a student requesting CFAC members to participation in a survey. Israel would like to post this opportunity on the CFAC Facebook page for any interested participants. Israel shared that Gregory Schweitzer has been attending CFAC meetings regularly now for a number of months. He is interested in becoming a member. Israel would like to recommend him for membership and requested a suspension of the quorum this evening. CFAC members present and by phone agreed upon the suspension. Gregory was unanimously voted in as a member of CFAC. Minutes were revisited since the quorum had been suspended and Israel made a motion to approve the minutes, and Dave seconded the motion. Minutes were approved from last all county CFAC meeting.

CFAC members to consider further participation in educational/training opportunities to broaden knowledge base. CFAC members to take the lead on identifying what training to participate in and inform Alliance staff, as there is a CFAC budget to aid in training/educational opportunities for CFAC members.

Ongoing

Page 6 of 308

https://www.alliancebhc.org/consumers-families/crisis-and-access/nc-start-access-faqs/#toggle-id-2

https://www.alliancebhc.org/consumers-families/crisis-and-access/nc-start-access-faqs/#toggle-id-2


Page 2 of 4


FRAME:

Alliance Presentation

Doug shared a report detailing results from the Consumer Satisfaction Survey for North Carolina Adult and Child Medicaid. See below for the full report:

NC Adult ECHO 2016

Report.pdf

NC Child ECHO 2016

Report.pdf

Legislative Action Update

CFAC members expressed a desire to form a group that would seek out opportunities and partnerships to broaden advocacy efforts. The group has not yet formed. Yancee shared a number of legislative advocacy opportunities that are approaching Autism Awareness Month: April 2017 Autism Speaks Walk Saturday, April 29, 2017 Registration at 9 AM http://act.autismspeaks.org/site/TR/Walk/Carolina?fr_id=2902&pg=entry Second Chance Advocacy Day: http://www.ncjustice.org/sites/default/files/2017%20lobby%20day%20schedule.pdf NAMI Walks: May 6, 2017 https://www.namiwalks.org/index.cfm?fuseaction=donordrive.event&eventID=602 Health Care Advocacy Day Tuesday, April 4, 8 a.m.-3 p.m. First Baptist Church 101 South Wilmington Street, Raleigh For more information, contact Lee Storrow at [email protected].

CFAC members to decide if participation and collaboration is

something that they are interested in.

Ongoing

Page 7 of 308

http://act.autismspeaks.org/site/TR/Walk/Carolina?fr_id=2902&pg=entry

http://www.ncjustice.org/sites/default/files/2017%20lobby%20day%20schedule.pdf

https://www.namiwalks.org/index.cfm?fuseaction=donordrive.event&eventID=602

http://click.icptrack.com/icp/relay.php?r=93826492&msgid=2557810&act=CJDY&c=938029&destination=https%3A%2F%2Fdocs.google.com%2Fa%2Fnccouncilofchurches.org%2Fforms%2Fd%2F1cGUWGXr9YOn3k6tz_azQV49kjGO1xCi2HfNGqVYxEMc%2Fviewform%3Fedit_requested%3Dtrue

mailto:[email protected]


Page 3 of 4


FRAME: Yancee shared the NAMI Durham President, Barb Maier’s interest in collaborating with CFAC to further any advocacy efforts. She also shared that in the past NAMI’s public policy director and lobbyist, Nicholle Karim, has organized groups to participate in advocacy at the legislature. Israel gave an explanation as to what the Moral Monday Movement advocacy opportunities look like at the legislature.

Subcommittees

Wake

Durham

Cumberland

Area Board

Human Rights

Quality

Management

Executive

Leadership

Team

See minutes attached:

Durham

Subcommittee Minutes 3-6-17.docx

Cumberland Minutes

3-23-2017.docx

CFAC Minutes

2-6-17.docx

ELT Minutes

3-27-17.docx

Wake Minutes -

March 2017.docx

For HRC and QM minutes email Doug, Yancee, Stacy, or Star.

N/A

LME/MCO Updates

Most recent updates given at county subcommittee meetings. See the attached subcommittee minutes above for more detail.

State Updates

C.J. requested to be on the subcommittee’s agenda next month for the annual SWOC analysis and CFAC self-analysis.

Announcements

Send email to [email protected]

Before Monday,

Page 8 of 308

mailto:[email protected]


Page 4 of 4


FRAME: Carrie will be moving to Guilford County to live with her husband. She will finish her

term as the Chair of CFAC primarily via phone. Volunteers are needed for the upcoming nomination committee. Anyone interested please send an email to Carrie. Stacy shared regarding the upcoming Adult Mental Health First Aid class being sponsored/hosted by CFAC is April 29th at the Wake office. An email notification has been sent out to CFAC members.

If interested in participating on the nomination committee for upcoming elections. Sign up for AMHFA.

April 17th 2017

Before April 29th

5. ADJOURNMENT: e Carrie motion to adjourn, Dave seconded motion. Meeting adjourned.

Page 9 of 308

3975 Research Park DriveAnn Arbor, MI 48108

North Carolina

CAHPS 3.0

Adult Medicaid

ECHO© Report

December 2016

Page 10 of 308

Table of ContentsNC Adult Medicaid

2016 NC CAHPS© 3.0 Adult Medicaid ECHO© Report ¸ DataStat, Inc.

Using This Report 1

Executive Summary 3Key Strengths and Opportunities for Improvement 7Sample Disposition 8Response Rates 9

Methodology 10Survey MilestonesSampling FrameSelection of Cases for AnalysisQuestionnaireDefinition of Achievement ScoresDefinition of Top Box Scores and Hollow BarsCompositesCorrelation to SatisfactionStatistical Testing

Priority Matrices 13Composites 14Composite Items 15

Getting Treatment Quickly 16How Well Clinicians Communicate 17Getting Treatment and Information from the Plan 18Perceived Improvement 19Information about Treatment Options 20

Overall Ratings 21Rating of counseling or treatment 22

Composites 23Getting Treatment Quickly 24How Well Clinicians Communicate 28Getting Treatment and Information from the Plan 35Perceived Improvement 38Information about Treatment Options 43

Care Coordination ItemsUsually or always easy to get in touch with Care Coordinator when needed 46Care Coordinator usually or always responds to calls in timely manner 47Care Coordinator usually or always helps with answers to questions 48Care Coordinator usually or always helped find services/support with managing care 49Care Coordinator usually or always asks how best to support me 50Usually or always given draft of Person Centered Plan to review prior to signing 51Usually or always satisfied with my Person Centered Plan prepared by the Care Coordinator 52If not satisfied with Person Centered Plan, Provider/I suggested revisions that were usually or always added to plan 53Service request was denied, Care Coordinator usually or always talked about appeal process and submitting anappeal 54Usually or always satisfied with Care Coordinator 55

Single ItemsUsually or always seen within 15 minutes of appointment time 56Told about side effects of medication 57Talk about including family and friends in treatment 58Given as much information as wanted to manage condition 59Given information about rights as a patient 60Patient feels that he or she could refuse a specific type of treatment 61Confident about privacy of treatment information 62Care responsive to cultural needs 63A lot or somewhat helped by treatment 64Told about other ways to get treatment after benefits are used up 65

Responses by Question 66

Appendix A: Sample Questionnaire

Appendix B: Key Items

Page 11 of 308

Using this reportNC Adult Medicaid


Copyright Notice: DataStat has created the format and organization of this report and retains that as its sole property, holds the copyrighton that portion of the report and conveys no interest in that portion of the report. Users of this report expressly agree not to copy orotherwise disseminate the format or organization which are DataStat's sole property without DataStat's written permission.

ECHO© is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).CAHPS© is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Results from the Consumer Satisfaction Survey for North Carolina Adult Medicaid enrollees provide acomprehensive tool for assessing consumers' experiences with their health care. DataStat, Inc. conductedthe survey on behalf of The State of North Carolina Division of Medical Assistance (DMA) and TheCarolinas Center for Medical Excellence (CCME).

The instrument selected for the survey was the Adult Experience of Care and Health Outcomes (ECHO©)Survey 3.0 (which is the CAHPS© behavoiral health survey) for use in assessing the performance of thehealth plans. The survey instrument used for the NC DMA adult medicaid survey project consisted of fifty-one core questions and twelve care coordination questions.

The majority of questions addressed domains of member experience such as getting treatment quickly,how well clinicians communicate, getting treatment and information from the plan, perceived improvement,information about treatment options, and overall satisfaction with counseling and treatment.

This report is designed to allow NC DMA and the health plans to identify key opportunities for improvingmembers' experiences. Member responses to survey questions are summarized as achievement scores.Responses that indicate a positive experience are labeled as achievements, and an achievement score iscomputed as the proportion of responses qualifying as achievements. In general, somewhat positiveresponses are included with positive responses as achievements. For example, a member response of"Usually" or "Always" to the question "... when you needed couseling or treatment right away, how oftendid you see someone as soon as you wanted?" is considered an achievement, and the achievement scorefor this question is equal to the proportion of respondents who answered the question with "Usually" or"Always". Because achievement scores for survey questions are computed as the proportion of memberswho indicate a positive experience, the lower the achievement score, the greater the need for the healthplan to improve.

Achievement scores are computed and reported for all pertinent survey items. In addition, compositescores are built from achievements for groups of survey items that make up broad domains of members'experience: getting treatment quickly, how well clinicians communicate, getting treatment and informationfrom the plan, perceived improvement and information about treatment options.

The ECHO©-CAHPS© survey results are presented here in a format that is optimized for use in practicaldecision-making. Specifically, these reports can:

1. Assist health plans in identifying strengths and weaknesses in their quality of care andservices.

2. Provide health plans with a way to assess where resources can best be allocated toimprove weaknesses.

3. Show health plans the effects of their efforts to improve over time.

In the Composites section of the report, composite scores and the achievement scores for theircomponent questionnaire items are presented in the form of bar charts to facilitate comparison of scoresacross health plans or time.

Correlations with counseling or treatment satisfaction are computed for each composite score and eachachievement score of the composite's individual questionnaire items. In the Priority Matrices section of thereport, these correlations are plotted against the achievement scores to help isolate specific areas whereimprovement efforts might have the greatest chance of increasing counseling or treatment satisfactionamong members.

Page 1Page 12 of 308

Using this reportNC Adult Medicaid


Statistical significance tests are run comparing NC Adult overall scores with each health plan score.Comparisons are presented in the Executive Summary and Graphs sections of the report.

Conclusions based on the information presented in this report should be tempered by a few caveats. First,for some survey items, relatively small numbers of responses could be collected due to skip patternsinherent in the instrument. Conclusions based on analysis of fewer than 30 observations should beviewed with caution. Second, in some of the data presentations included in this report, correlationcoefficients are computed to explore the relationship between different measures. High correlations,however, do not necessarily indicate causation.


Executive SummaryNC Adult Medicaid


The Adult Experience of Care and Health Outcomes (ECHO©) Survey 3.0 is the most comprehensive toolavailable for assessing consumers' experiences with counseling and treatment. ECHO© 3.0 providesconsumers, purchasers and health plans with information about a broad range of key consumer issues.

This report summarizes the findings of an adult survey conducted for NC DMA. Attempts were made tosurvey 3,997 enrollee households by mail and telephone during the period from October 7, 2016 throughNovember 23, 2016, using a standardized survey procedure and questionnaire.

SUMMARY OF OVERALL RATING QUESTION

Response options for the counseling or treatment rating question range from 0 (worst) to 10 (best). In thetable below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presentedas a proportion of enrollees whose response was an achievement.

NC overall rating are presented along with each plan's rating. Statistical testing is performed between theNC overall score and each plan score. A significantly higher or lower score is indicated by an arrow abovethe bar.

0

10

20

30

40

50

60

70

80

90

100

Overall Rating Question

Hig

he

rL

ow

er

Q28. Rating of counseling or treatment

73.6%

72.3%

70.2%

71.4%

73.5%

76.4%

67.4%

81.0%

NC Overall

Alliance

Cardinal

Eastpointe

Partners

Sandhills

Smoky Mountain

Trillium

éê Statistically significantly higher/lower than NC Overall




SUMMARY OF COMPOSITES

For each of five domains of member experience, Getting Treatment Quickly, How Well CliniciansCommunicate, Getting Treatment and Information from the Plan, Perceived Improvement, and Informationabout Treatment Options, a composite score is calculated. The composite scores are intended to give asummary assessment of how the plans performed across the domain.

NC Overall composite scores are presented along with the composite scores for each plan. Statisticaltesting is performed between the state overall score and each plan score. A significantly higher or lowerscore is indicated by an arrow above the bar.

In the table below, proportions of positive responses are reported as achievement scores. For the GettingTreatment Quickly and How Well Clinicians Communicate composites, responses of "Usually" or "Always"are considered achievements. For the Getting Treatment and Information from the Plan composite,responses of "Not a problem" are considered achievements. For the Perceived Improvement composite,responses of "Much better" or "A little better" are considered achievements. Responses of "Yes" areconsidered achievements for the Information about Treatment Options.

0

10

20

30

40

50

60

70

80

90

100

Composites

Hig

he

rL

ow

er

ê

é

GettingTreatment

Quickly

How WellClinicians

Communicate

GettingTreatment and

Information fromthe Plan

PerceivedImprovement

Information aboutTreatment

Options

60.5%

73.8%

66.1%

52.8%

55.1%

54.0%

60.1%

61.7%

88.8%

91.5%

92.5%

90.6%

89.9%

84.8%

83.8%

88.4%

49.4%

52.8%

54.6%

61.0%

32.4%

45.9%

49.6%

49.3%

58.7%

60.1%

55.2%

61.5%

61.0%

62.0%

58.1%

52.8%

58.4%

60.8%

67.5%

46.6%

53.0%

67.5%

64.7%

49.1%

NC Overall

Alliance

Cardinal

Eastpointe

Partners

Sandhills

Smoky Mountain

Trillium





SUMMARY OF CARE COORDINATION ITEMS

The MCO must provide Care Coordination per their contract with DMA. To ensure that they are followingthrough on their contractual obligations and to gauge beneficiary satisfaction and access to the administrativefunction, we asked the EQRO to add these questions to the ECHO. We felt that it would be beneficial to addthese questions to a current survey as opposed to creating a new survey.

The first five Care Coordination items are presented below. The remaining items are on the following page.Presented below are the NC Overall results along with each plan's results.

0

10

20

30

40

50

60

70

80

90

100

Care Coordination Items - Part 1H

igh

er

Lo

we

r

Q46. Usuallyor always

easy to get intouch with

CareCoordinator

when needed

Q47. CareCoordinatorusually or

alwaysresponds to

calls in timelymanner


always helpswith answersto questions


always helpedfind services/support withmanaging

care


always askshow best tosupport me

80.4%

78.3%

90.9%

85.7%

70.0%

72.7%

85.7%

81.3%

82.6%

82.6%

90.9%

85.7%

68.4%

81.8%

86.4%

81.3%

84.8%

83.3%

85.7%

92.9%

78.9%

86.4%

90.9%

75.0%

81.0%

78.3%

90.9%

64.3%

78.9%

85.7%

81.8%

81.3%

85.5%

79.2%

86.4%

92.3%

84.2%

95.5%

81.8%

81.3%

NC Overall

Alliance

Cardinal

Eastpointe

Partners

Sandhills

Smoky Mountain

Trillium





SUMMARY OF CARE COORDINATION ITEMS (continued)

0

10

20

30

40

50

60

70

80

90

100

Care Coordination Items - Part 2

Hig

he

rL

ow

er


given draft ofPerson

Centered Planto review prior

to signing


satisfied withmy Person

Centered Planprepared by

the CareCoordinator

000X0Q53. If not

satisfied withPerson

Centered Plan,Provider/Isuggested

revisions thatwere usually

or alwaysadded to plan

Q54. If servicerequest

service denied,Care

Coordinatorusually or

always talkedabout appealprocess andinformationhelpful to

submitting anappeal


satisfied withCare

Coordinator

82.2%

94.7%

82.4%

80.0%

75.0%

76.5%

88.9%

71.4%

86.1%

89.5%

88.2%

100.0%

76.9%

76.5%

88.9%

85.7%

13.3%

0.0%

50.0%

-

0.0%

25.0%

0.0%

0.0%

60.3%

52.9%

81.8%

66.7%

63.6%

50.0%

50.0%

62.5%

90.5%

87.5%

95.5%

92.9%

89.5%

86.4%

100.0%

80.0%

NC Overall

Alliance

Cardinal

Eastpointe

Partners

Sandhills

Smoky Mountain

Trillium


X Comparative data not available




Key Strengths and Opportunities for Improvement

The following tables display the ten questions most highly correlated with NC Adult Medicaid membersatisfaction with counseling and treatment, their corresponding achievement scores and correlations.Achievement scores are considered "high" when the score is 85% or higher.

Among the ten items, the five questions with the highest achievement scores are presented first as KeyStrengths. These are areas that appear to matter the most to members, and where the health plan isdoing well. The five questions with the lowest achievement scores are presented second, asOpportunities for Improvement. These are areas that appear to matter the most to members, but wherethe health plan is not doing as well and could focus quality improvement efforts.

Key Strengths

QuestionNC Adult Medicaid Achievement Score

Correlation w/ satisfaction

Q13. Clinicians usually or always showed respect 89.3 0.62

Q11. Clinicians usually or always listened carefully 88.3 0.56

Q14. Clinicians usually or always spent enough time 87.6 0.58

Q12. Clinicians usually or always explained things 87.6 0.59

Q52. Usually or always satisfied with my Person Centered Plan prepared by the Care Coordinator

86.1 0.49

Opportunities for Improvement

QuestionNC Adult Medicaid Achievement Score


Q53. If not satisfied with Person Centered Plan, Provider/I suggested revisions that were usually or always added to plan

13.3 0.49

Q27. Care responsive to cultural needs 63.6 0.81

Q22. Given as much information as wanted to manage condition 82.0 0.59

Q18. Usually or always involved as much as you wanted in treatment 84.6 0.48

Q29. A lot or somewhat helped by treatment 85.9 0.68


Sample Disposition

Sample DispositionNC Adult Medicaid


NC

OverallAlliance Cardinal Eastpointe Partners Sandhills

Smoky

MountainTrillium

First mailing - sent 3997 571 571 571 571 571 571 571

*First mailing - returned surveys 353 53 49 43 55 54 41 58

First mailing - usable returned surveys 257 36 32 35 42 41 32 39

Second mailing - sent 3582 522 513 493 508 514 522 510

*Second mailing - returned surveys 161 23 23 19 21 22 27 26

Second mailing - usable returned

surveys 107 18 14 12 12 20 13 18

*Phone - completed surveys 112 19 15 9 12 18 17 22

Phone - usable completed surveys 69 11 11 5 5 10 13 14

Total - usable surveys 433 65 57 52 59 71 58 71

†Ineligible: Language barrier 6 2 0 0 0 2 1 1

†Ineligible: Deceased 24 2 2 5 5 2 7 1

†Ineligible: Mentally or physically

unable to complete survey 103 13 12 12 23 11 21 11

Bad address and/or bad phone number 534 77 69 110 56 80 64 78

Refusal 160 17 27 17 35 18 26 20

Nonresponse - Unavailable by mail or

phone 2544 365 374 356 364 364 367 354

Response Rate 16.2% 17.1% 15.6% 12.8% 16.2% 16.9% 15.7% 19.0%

Usable Rate 69.2% 68.4% 65.5% 73.2% 67.0% 75.5% 68.2% 67.0%

*Included in response rate numerator

†Excluded from response rate denominator

Note: Response Rate = Total Returned and Completed Surveys / Total Eligible CasesNote: Usable Rate = Total Usable Surveys / Total Returned and Completed Surveys


Response Rate ReportNC Adult Medicaid


Response Rates

Variation Across Plans

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

HigherLower Response Rate

16.2% 6263,997

17.1% 95571

15.6% 87571

12.8% 71571

16.2% 88571

16.9% 94571

15.7% 85571

19.0% 106571

NC Overall

Alliance

Cardinal

Eastpointe

Partners

Sandhills

Smoky Mountain

Trillium

ResponseRate

MailedSurveys

Returned& Completed

Surveys

A total random sample of 3,997 cases was drawn of adult enrollees from the North Carolina plans. Thisconsisted of a random sample of 571 enrollees from each plan. To be eligible, enrollees had to be over theage of 18, and received services through the LME/MCO within the last year prior to August 2016.

The survey was administered over a 7-week period using a mixed-mode (mail and telephone) protocol.The three-wave protocol consisted of an initial survey mailing and reminder postcard to all respondents,followed by a second survey mailing to non-respondents, and finally a phone follow-up to non-respondentsfor whom we had a valid telephone number.


MethodologyNC Adult Medicaid


Methodology

The survey drew as potential respondents adult medicaid enrollees over the age 18 who received mentalhealth, substance abuse, or intellectual and developmental disability services through the LME/MCOwithin the last year. Respondents were surveyed in English and Spanish. Spanish language materialswere available to enrollees whom were indentified as Spanish speakers as well as available on a requestbasis and were available with the 2nd survey mailing and phone follow-up phases.


Survey Milestones

1 1st mailing of survey packets: October 7, 20162 1st mailing of reminder postcards: October 12, 20163 2nd mailing of survey packets: October 25, 20164 Phone field: November 1, 20165 Mail and phone field terminated: November 23, 2016

Sampling Frame

A total random sample of 3,997 cases was drawn of adult enrollees from the North Carolina plans. Thisconsisted of a random sample of 571 enrollees from each plan. To be eligible, enrollees had to be over theage of 18, and received services through the LME/MCO within the last year prior to August 2016.

Selection of Cases for Analysis

Surveys were considered complete if a respondent provided a valid response to 50% of the key itemslisted in Appendix B. Completed usable interviews were obtained from 433 NC Adult Medicaid enrollees,and the NC Adult Medicaid usable response rate was 11.2%.

Questionnaire

The instrument selected for the survey was the CAHPS© 3.0 Adult ECHO core survey for use in assessingthe performance of health plans. The survey instrument used for the NC Adult Medicaid ECHO surveyproject consisted of fifty-one core questions and twelve care coordination questions. The majority ofquestions addressed domains of member experience such as getting treatmente quickly, how wellclinicians communicate, getting treatment and information from the plan, preceived improvement,information about treatment options, and satisfaction with counseling or treatment.

Definition of Achievement Scores

Member responses to survey questions are summarized as achievement scores. Responses that indicatea positive experience are labeled as achievements, and an achievement score is computed equal to theproportion of responses qualifying as achievements. In general, somewhat positive responses areincluded with positive responses as achievements. For example, a member response of "Usually" or"Always" to the question "How often did your personal doctor listen carefully to you?" is considered anachievement, and responses of "8", "9", or "10" to ratings questions are also considered achievements.Because achievement scores for survey questions are computed as the proportion of enrollees whoindicate a positive experience, the lower the achievement score, the greater the need for the health plan toimprove. See the Responses by Question section for assignment of achievement responses for eachquestion.




Definition of Top Box Scores and Hollow Bars

Top Box scoring means only responses that indicate the most positive experience are labeled asachievements. For example a response of "Always" to the question "How often did this provider listencarefully to you?" is considered an achievement. Responses of "9" or "10" to the rating question are alsoconsidered achievements. Top Box scores are presented as alternate scores throughout this report andare visually displayed in the Graphs section as hollow bars.

Composites

Five composite scores summarize responses in key areas: Getting Treatment Quickly, How Well CliniciansCommunicate, Getting Treatment and Information from the Plan, Perceived Improvement and Informationabout Treatment Options. Following is a list of the questions that comprise each composite:

Getting Treatment QuicklyQ3. Usually or always got help by telephoneQ5. Usually or always got urgent treadment as soon as neededQ7. Usually or always got appointment as soon as wanted

How Well Clinicians CommunicateQ11. Clinicians usually or always listened carefullyQ12. Clinicians usually or always explained thingsQ13. Clinicians usually or always showed respectQ14. Clinicians usually or always spent enough timeQ15. Usually or always felt safe with cliniciansQ18. Usually or always involved as much as you wanted in treatment

Getting Treatment and Information from the PlanQ39. Delays in treatment while waiting for plan approvalQ41. Helpfulness of customer service

Perceived ImprovementQ31. Compare ability to deal with daily problems to 1 year agoQ32. Compare ability to deal with social situations to 1 year agoQ33. Compare ability to accomplish things to 1 year agoQ34. Compare ability to deal with symptoms or problems to 1 year ago

Information about Treatment OptionsQ20. Told about self-help or consumer run programsQ21. Told about different treatments that are available for condition

The composite scores presented in this report are calculated using a member-level scoring algorithm. First,an average of achievements is calculated for each member that appropriately answered at least onequestion in the composite. A composite achievement score is then calculated by taking the mean of thoseindividual member averages.

The "N" presented with the composite score is the number of members who appropriately answered atleast one question in that composite.

Correlation to Satisfaction

To understand the relationship between performance in particular areas of member experience and overallsatisfaction with counseling or treatment, correlations are computed between responses to specificperformance-related items and Q28, which is the rating question in the survey instrument measuringoverall satisfaction with counseling or treatment. The particular correlation computed is Pearson'sCorrelation Coefficient, which takes on values between -1 and 1. In the context of this report, coefficientsgreater than or equal to .4 are more highly correlated with satisfaction (medium to high); coefficients lessthan .4 represent lower correlations with satisfaction (medium to low).




Statistical Testing

Statistically significant differences between scores were determined using binomial and t-tests. If the testwas valid, a significance level of .05 or less was considered statistically significant and "é" or "ê" wasplaced at the end/top of the appropriate bar. Tests were considered valid when the number of cases usedto compute each score was 30 or greater, and there was non-zero variation in the tested groups.

Case-Mix Analysis

The majority of accomplishment scores presented in this report are case-mix adjusted to control fordifferences in the member population across plans. The results for 2016 are case-mix adjusted for age(Q57), education (Q59), and health status (Q56). Case-mix adjustment is applied to mitigate the effect ofdifferences in individual plan member populations. The variables chosen for case-mix adjustment arebeyond the control of the plans and have been shown to affect plan results and health care ratings. Forexample, individuals with higher levels of education generally rate lower for satisfaction.


Priority MatricesNC Adult Medicaid


PRIORITY MATRICES

Priority matrices help focus improvement activities by graphically juxtaposing two kinds of information: themagnitude of health plan achievement scores and their Pearson correlation with overall counseling ortreatment satisfaction. Overall satisfaction with counseling or treatment is based on Q28, which asksrespondents to rate their experience with their counseling or treatment, using a 0-10 scale, from "Worstcounseling or treatment possible" to "Best counseling or treatment possible". Composites, and thequestions on which composites are based, achievement scores are plotted against their correlation withoverall counseling or treatment satisfaction.

With respect to achievement scores, higher scores are obviously better. With respect to correlationshowever, their magnitude is best considered not in terms of better or worse, but rather in terms ofimportance. In the context of quality improvement activities, the most important composites or ratings arethose which are most highly correlated with overall counseling and treatment satisfaction. For example, ifone composite is more highly correlated with overall counseling and treatment satisfaction than the others,improving service in that particular area is more likely to improve ratings of overall counseling andtreatment satisfaction over time. Conversely, if an item is weakly correlated with overall counseling andtreatment satisfaction, altering services in that domain won't significantly alter ratings of counseling andtreatment.

For the purposes of the priority matrix, an achievement score is considered "high" when the score is 85%or higher. Correlation coefficients greater than or equal to .4 are considered "highly correlated" withcounseling and treatment satisfaction; coefficients less than .4 are considered lower correlations withcounseling and treatment satisfaction. The plot of scores against correlations thus falls into a four-quadrant matrix, where the four quadrants are determined by an 85% score vertical axis and a .4correlation horizontal axis.

Ass

oci

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n**

Lo

wH

igh Top Priority

Low achievement scores on itemshighly associated with overall member

satisfaction.

Deserve further scrutiny

High Priority

Already doing very well on items highlycorrelated with member satisfaction.Could decide to try to do even better.

Maintain high performance

Low HighAchievement Score*

Medium Priority

Low achievement scores on items onlyslightly associated with overall member

satisfaction.

Possible target for improvementdepending upon other priorities.

Low Priority

Doing very well on items not highlycorrelated with member satisfaction.

Unlikely target for improvementactivities

* An achievement score is ranked "high" when score is 85 or higher.** An association with Overall Satisfaction is ranked "high" when correlation is .4 or higher.




Priority Matrix

Composites

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority

Low achievement scores on items highly associated withoverall member satisfaction.


High Priority

Already doing very well on items highly correlated withmember satisfaction. Could decide to try to do even better.


Medium Priority

Low achievement scores on items only slightly associatedwith overall member satisfaction.


Low Priority

Doing very well on items not highly correlated withmember satisfaction.

Unlikely target for improvement activities

Low HighAchievement Score*45 50 55 60 65 70 75 80 85 90 95 100

.40


Getting Treatment Quickly

How Well Clinicians Communicate

Getting Treatment and Informationfrom the Plan

Perceived Improvement

Information about TreatmentOptions




Priority Matrix

Composite Items

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority



Low HighAchievement Score*35 40 45 50 55 60 65 70 75 80 85 90 95 100

.40


3

5

7

11

12

13

14

15

18

3941

31

32

33

34

20

21

Getting Treatment QuicklyQ3. Usually or always got help by telephoneQ5. Usually or always got urgent treadment as soon as neededQ7. Usually or always got appointment as soon as wanted

How Well Clinicians CommunicateQ11. Clinicians usually or always listened carefullyQ12. Clinicians usually or always explained thingsQ13. Clinicians usually or always showed respectQ14. Clinicians usually or always spent enough timeQ15. Usually or always felt safe with cliniciansQ18. Usually or always involved as much as you wanted in treatment

Getting Treatment and Informationfrom the PlanQ39. Delays in treatment while waiting for plan approvalQ41. Helpfulness of customer service


Information about TreatmentOptionsQ20. Told about self-help or consumer run programsQ21. Told about different treatments that are available for condition




Priority Matrix - Composites


Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




50 55 60 65 70 75 80 85 90 95 100

.40

.80


AB

C

D

E

F G

NC

Overall

A Alliance

B Cardinal

C Eastpointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium






Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




60 65 70 75 80 85 90 95 100

.40

.80


AB

C

D

E

F

GNC

Overall

A Alliance

B Cardinal

C Eastpointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium





Getting Treatment and Information from the Plan

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

C

D

E

F

G

NC

Overall

A Alliance

B Cardinal

C Eastpointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium






Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




50 55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

C

DE

F

G

NC

Overall

A Alliance

B Cardinal

C Eastpointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium





Information about Treatment Options

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




45 50 55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

C

D

E

F

G

NC

Overall

A Alliance

B Cardinal

C Eastpointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium


Overall RatingsNC Adult Medicaid


Overall Ratings

The CAHPS© 3.0 Adult ECHO© survey uses a 0-10 rating for assessing overall experience withcounseling and treatment. In the table below, proportions of respondents assigning ratings of 8, 9, or 10are reported as achievement scores. Alternate top box scoring of 9 or 10 are presented as hollow bars.

The NC Overall overall score is compared to each plan's score. Statistical testing is run between the planscore data and the NC overall score, with an arrow beside the bar if applicable.


Overall RatingsNC Adult Medicaid


Overall RatingsQ28. Rating of counseling or treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

HigherLower Achievement Score

73.6% 53.7%

72.3% 48.9%

70.2% 48.9%

71.4% 51.4%

73.5% 49.0%

76.4% 56.4%

67.4% 58.7%

81.0% 60.3%

éê Score statistically significantly higher/lower than 2016 NC Overall

Note: Hollow portion of bar represents proportions giving a rating of 9 or 10.

NC Overalln=337

Alliancen=47

Cardinaln=47

Eastpointen=35

Partnersn=49

Sandhillsn=55

Smoky Mountainn=46

Trilliumn=58

Low Benchmark High Benchmark


CompositesNC Adult Medicaid


Composites

Each achievement-related question from the survey is grouped with other questions that relate to thesame broad domain of performance. For example, the domain "How Well Clinicians Communicate"includes questions about how often people the respondent went to for counseling and treatment listenedcarefully and showed respect.

The achievement scores presented on the following pages reflect responses of "Usually" or "Always" tothe questions comprising the Getting Treatment Quickly and the How Well Clinicians Communicatecomposites; "Not a problem" to the Getting Treatment and Information from the Plan composite; "Muchbetter" or "A little better" to the Perceived Improvement composite and "Yes" to the Information aboutTreatment Options composite. Alternate top box scoring is presented when applicable as hollow bars.

NC Overall score is compared to the each plan's score. Statistical testing is run between the plan scoredata and the NC Overall data, with an arrow beside the bar if applicable. For full detail of response optionsfor each question and which responses qualify as achievements, please refer to the Responses byQuestion section.




Composites


0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


60.5%

73.8% é

66.1%

52.8%

55.1%

54.0% ê

60.1%

61.7%


NC Overalln=326

Alliancen=45

Cardinaln=47

Eastpointen=36

Partnersn=44

Sandhillsn=56

Smoky Mountainn=43

Trilliumn=55






Q3. Usually or always got help by telephone

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


38.0% 26.0%

46.7% 20.0%

47.1% 35.3%

27.3% 18.2%

23.1% 7.7%

33.3% 33.3%

35.3% 35.3%

46.7% 26.7%


Note: Hollow portion of bar represents proportions giving a response of Always.

* Conclusions based on analysis of fewer than 30 observations should be viewed with caution.

NC Overalln=100

Alliancen=15*

Cardinaln=17*

Eastpointen=11*

Partnersn=13*

Sandhillsn=12*

Smoky Mountainn=17*

Trilliumn=15*






Q5. Usually or always got urgent treadment as soon as needed

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


68.1% 42.8%

87.5% 62.5%

80.0% 60.0%

61.9% 42.9%

63.6% 31.8%

53.8% 42.3%

64.0% 32.0%

67.9% 32.1%




NC Overalln=166

Alliancen=24*

Cardinaln=20*

Eastpointen=21*

Partnersn=22*

Sandhillsn=26*

Smoky Mountainn=25*

Trilliumn=28*






Q7. Usually or always got appointment as soon as wanted

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


76.1% 46.0%

84.1% 54.5%

78.6% 45.2%

69.0% 41.4%

73.2% 43.9%

70.2% 46.8%

83.8% 37.8%

73.5% 49.0%




NC Overalln=289

Alliancen=44

Cardinaln=42

Eastpointen=29*

Partnersn=41

Sandhillsn=47

Smoky Mountainn=37

Trilliumn=49






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


88.8%

91.5%

92.5%

90.6%

89.9%

84.8%

83.8%

88.4%


NC Overalln=346

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q11. Clinicians usually or always listened carefully

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


88.3% 67.6%

85.7% 61.2%

95.7% é76.6%

94.6% 75.7%

88.0% 64.0%

83.9% 69.6%

82.6% 60.9%

89.7% 67.2%



NC Overalln=343

Alliancen=49

Cardinaln=47

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=46

Trilliumn=58






Q12. Clinicians usually or always explained things

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


87.6% 60.7%

83.7% 61.2%

95.8% é58.3%

89.2% 70.3%

90.0% 66.0%

80.4% 57.1%

83.3% 50.0%

91.4% 63.8%



NC Overalln=346

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q13. Clinicians usually or always showed respect

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


89.3% 71.7%

91.8% 69.4%

87.5% 72.9%

94.6% 73.0%

94.0% 78.0%

83.9% 67.9%

81.3% 62.5%

93.1% 77.6%



NC Overalln=346

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q14. Clinicians usually or always spent enough time

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


87.6% 58.4%

91.8% 57.1%

93.8% 60.4%

91.9% 62.2%

92.0% 62.0%

82.1% 55.4%

75.0% ê52.1%

87.9% 60.3%



NC Overalln=346

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q15. Usually or always felt safe with clinicians

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


94.5% 81.5%

100.0% 85.7%

95.8% 83.3%

97.3% 81.1%

94.0% 84.0%

89.3% 82.1%

93.8% 68.8%

93.1% 84.5%



NC Overalln=346

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q18. Usually or always involved as much as you wanted in treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


84.6% 55.5%

93.9% é65.3%

89.1% 43.5%

78.4% 54.1%

82.0% 54.0%

82.1% 58.9%

81.3% 54.2%

84.5% 56.9%



NC Overalln=344

Alliancen=49

Cardinaln=46

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


49.4%

52.8%

54.6%

61.0%

32.4%

45.9%

49.6%

49.3%



NC Overalln=123

Alliancen=23*

Cardinaln=18*

Eastpointen=16*

Partnersn=14*

Sandhillsn=16*

Smoky Mountainn=13*

Trilliumn=23*






Q39. Delays in treatment while waiting for plan approval

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


55.1%

64.7%

68.8%

60.0%

36.4%

40.0%

66.7%

41.2%



NC Overalln=98

Alliancen=17*

Cardinaln=16*

Eastpointen=15*

Partnersn=11*

Sandhillsn=10*

Smoky Mountainn=12*

Trilliumn=17*






Q41. Helpfulness of customer service

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


44.6%

40.0%

28.6%

60.0%

33.3%

57.1%

40.0%

54.5%



NC Overalln=56

Alliancen=15*

Cardinaln=7*

Eastpointen=5*

Partnersn=6*

Sandhillsn=7*

Smoky Mountainn=5*

Trilliumn=11*






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


58.7%

60.1%

55.2%

61.5%

61.0%

62.0%

58.1%

52.8%


NC Overalln=427

Alliancen=64

Cardinaln=56

Eastpointen=50

Partnersn=59

Sandhillsn=70

Smoky Mountainn=58

Trilliumn=70






Q31. Compare ability to deal with daily problems to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


64.9% 26.6%

65.6% 18.8%

58.2% 14.5%

67.3% 24.5%

62.7% 30.5%

67.1% 31.4%

69.0% 27.6%

64.3% 35.7%


Note: Hollow portion of bar represents proportions giving a response of Much Better.

NC Overalln=425

Alliancen=64

Cardinaln=55

Eastpointen=49

Partnersn=59

Sandhillsn=70

Smoky Mountainn=58

Trilliumn=70






Q32. Compare ability to deal with social situations to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


56.2% 23.0%

56.3% 21.9%

53.7% 14.8%

65.3% 24.5%

59.3% 23.7%

56.5% 24.6%

53.4% 25.9%

50.7% 24.6%



NC Overalln=422

Alliancen=64

Cardinaln=54

Eastpointen=49

Partnersn=59

Sandhillsn=69

Smoky Mountainn=58

Trilliumn=69






Q33. Compare ability to accomplish things to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


54.7% 21.2%

56.3% 17.2%

51.9% 20.4%

58.0% 16.0%

55.9% 16.9%

60.9% 27.5%

48.3% 19.0%

51.4% 28.6%



NC Overalln=424

Alliancen=64

Cardinaln=54

Eastpointen=50

Partnersn=59

Sandhillsn=69

Smoky Mountainn=58

Trilliumn=70






Q34. Compare ability to deal with symptoms or problems to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


58.9% 23.2%

56.3% 20.3%

55.6% 18.5%

55.1% 22.4%

67.8% 27.1%

59.4% 26.1%

55.2% 20.7%

61.4% 25.7%



NC Overalln=423

Alliancen=64

Cardinaln=54

Eastpointen=49

Partnersn=59

Sandhillsn=69

Smoky Mountainn=58

Trilliumn=70






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


58.4%

60.8%

67.5%

46.6%

53.0%

67.5%

64.7%

49.1%


NC Overalln=345

Alliancen=49

Cardinaln=47

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58






Q20. Told about self-help or consumer run programs

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


52.8%

56.3%

63.8%

36.1% ê

46.9%

62.5%

58.3%

42.1%


NC Overalln=341

Alliancen=48

Cardinaln=47

Eastpointen=36

Partnersn=49

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=57






Q21. Told about different treatments that are available for condition

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


64.7%

65.3%

69.6%

56.8%

58.0%

72.7%

72.9%

56.9%


NC Overalln=343

Alliancen=49

Cardinaln=46

Eastpointen=37

Partnersn=50

Sandhillsn=55

Smoky Mountainn=48

Trilliumn=58



Care Coordination ItemsNC Adult Medicaid


Care Coordination Items

Q46. Usually or always easy to get in touch with Care Coordinator whenneeded

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


80.4% 56.5%

78.3% 47.8%

90.9% 68.2%

85.7% 57.1%

70.0% 50.0%

72.7% 59.1%

85.7% 52.4%

81.3% 62.5%




NC Overalln=138

Alliancen=23*

Cardinaln=22*

Eastpointen=14*

Partnersn=20*

Sandhillsn=22*

Smoky Mountainn=21*

Trilliumn=16*






Q47. Care Coordinator usually or always responds to calls in timely manner

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


82.6% 61.6%

82.6% 56.5%

90.9% 72.7%

85.7% 64.3%

68.4% 47.4%

81.8% 77.3%

86.4% 45.5%

81.3% 68.8%




NC Overalln=138

Alliancen=23*

Cardinaln=22*

Eastpointen=14*

Partnersn=19*

Sandhillsn=22*

Smoky Mountainn=22*

Trilliumn=16*






Q48. Care Coordinator usually or always helps with answers to questions

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


84.8% 60.1%

83.3% 41.7%

85.7% 57.1%

92.9% 71.4%

78.9% 52.6%

86.4% 77.3%

90.9% 59.1%

75.0% 68.8%




NC Overalln=138

Alliancen=24*

Cardinaln=21*

Eastpointen=14*

Partnersn=19*

Sandhillsn=22*

Smoky Mountainn=22*

Trilliumn=16*






Q49. Care Coordinator usually or always helped find services/support withmanaging care

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


81.0% 56.9%

78.3% 52.2%

90.9% 63.6%

64.3% 57.1%

78.9% 36.8%

85.7% 66.7%

81.8% 50.0%

81.3% 75.0%




NC Overalln=137

Alliancen=23*

Cardinaln=22*

Eastpointen=14*

Partnersn=19*

Sandhillsn=21*

Smoky Mountainn=22*

Trilliumn=16*






Q50. Care Coordinator usually or always asks how best to support me

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


85.5% 61.6%

79.2% 58.3%

86.4% 72.7%

92.3% 46.2%

84.2% 47.4%

95.5% 77.3%

81.8% 54.5%

81.3% 68.8%




NC Overalln=138

Alliancen=24*

Cardinaln=22*

Eastpointen=13*

Partnersn=19*

Sandhillsn=22*

Smoky Mountainn=22*

Trilliumn=16*






Q51. Usually or always given draft of Person Centered Plan to review prior tosigning

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


82.2% 71.0%

94.7% 89.5%

82.4% 64.7%

80.0% 60.0%

75.0% 58.3%

76.5% 64.7%

88.9% 83.3%

71.4% 64.3%




NC Overalln=107

Alliancen=19*

Cardinaln=17*

Eastpointen=10*

Partnersn=12*

Sandhillsn=17*

Smoky Mountainn=18*

Trilliumn=14*






Q52. Usually or always satisfied with my Person Centered Plan prepared bythe Care Coordinator

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


86.1% 61.1%

89.5% 68.4%

88.2% 47.1%

100.0% 80.0%

76.9% 53.8%

76.5% 58.8%

88.9% 61.1%

85.7% 64.3%




NC Overalln=108

Alliancen=19*

Cardinaln=17*

Eastpointen=10*

Partnersn=13*

Sandhillsn=17*

Smoky Mountainn=18*

Trilliumn=14*






Q53. If not satisfied with Person Centered Plan, Provider/I suggestedrevisions that were usually or always added to plan

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


13.3% 13.3%

0

50.0% 50.0%

X

0

25.0% 25.0%

0

0





NC Overalln=15

Alliancen=2

Cardinaln=2

Eastpointen=0

Partnersn=3

Sandhillsn=4

Smoky Mountainn=2

Trilliumn=2






Q54. Service request was denied, Care Coordinator usually or always talkedabout appeal process and submitting an appeal

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


60.3% 45.2%

52.9% 41.2%

81.8% 54.5%

66.7% 50.0%

63.6% 36.4%

50.0% 41.7%

50.0% 37.5%

62.5% 62.5%




NC Overalln=73

Alliancen=17*

Cardinaln=11*

Eastpointen=6*

Partnersn=11*

Sandhillsn=12*

Smoky Mountainn=8*

Trilliumn=8*






Q55. Usually or always satisfied with Care Coordinator

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


90.5% 69.3%

87.5% 54.2%

95.5% 77.3%

92.9% 78.6%

89.5% 57.9%

86.4% 72.7%

100.0% 71.4%

80.0% 80.0%




NC Overalln=137

Alliancen=24*

Cardinaln=22*

Eastpointen=14*

Partnersn=19*

Sandhillsn=22*

Smoky Mountainn=21*

Trilliumn=15*



Single ItemsNC Adult Medicaid


Single Items

Q10. Usually or always seen within 15 minutes of appointment time

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


61.0% 27.9%

60.4% 25.0%

70.8% 37.5%

64.9% 29.7%

40.0% ê16.0%

58.9% 25.0%

70.2% 29.8%

63.8% 32.8%



NC Overalln=344

Alliancen=48

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=47

Trilliumn=58





Single Items

Q17. Told about side effects of medication

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


76.5%

81.0%

75.6%

67.6%

73.9%

82.0%

75.0%

77.4%


NC Overalln=310

Alliancen=42

Cardinaln=41

Eastpointen=34

Partnersn=46

Sandhillsn=50

Smoky Mountainn=44

Trilliumn=53





Single Items

Q19. Talk about including family and friends in treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


54.8%

57.1%

50.0%

48.6%

54.0%

51.8%

56.3%

63.6%


NC Overalln=343

Alliancen=49

Cardinaln=48

Eastpointen=37

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=55





Single Items

Q22. Given as much information as wanted to manage condition

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


82.0%

79.6%

89.4%

77.8%

78.0%

82.1%

75.0%

89.7% é


NC Overalln=344

Alliancen=49

Cardinaln=47

Eastpointen=36

Partnersn=50

Sandhillsn=56

Smoky Mountainn=48

Trilliumn=58





Single Items

Q23. Given information about rights as a patient

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


89.7%

93.6%

93.6%

77.1%

86.0%

92.7%

93.8%

87.9%


NC Overalln=340

Alliancen=47

Cardinaln=47

Eastpointen=35

Partnersn=50

Sandhillsn=55

Smoky Mountainn=48

Trilliumn=58





Single Items

Q24. Patient feels that he or she could refuse a specific type of treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


79.0%

85.4%

88.6% é

60.0% ê

74.0%

78.2%

82.6%

80.0%


NC Overalln=333

Alliancen=48

Cardinaln=44

Eastpointen=35

Partnersn=50

Sandhillsn=55

Smoky Mountainn=46

Trilliumn=55





Single Items

Q25. Confident about privacy of treatment information

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


92.3%

89.6%

89.1%

91.4%

94.0%

92.6%

93.6%

94.8%


NC Overalln=338

Alliancen=48

Cardinaln=46

Eastpointen=35

Partnersn=50

Sandhillsn=54

Smoky Mountainn=47

Trilliumn=58





Single Items

Q27. Care responsive to cultural needs

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


63.6%

0

50.0%

X

100.0%

33.3%

100.0%

100.0%




NC Overalln=11*

Alliancen=1*

Cardinaln=2*

Eastpointen=0*

Partnersn=2*

Sandhillsn=3*

Smoky Mountainn=1*

Trilliumn=2*





Single Items

Q29. A lot or somewhat helped by treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


85.9% 59.7%

87.5% 62.5%

92.9% é55.4%

83.7% 67.3%

91.4% 62.1%

76.5% ê54.4%

82.1% 53.6%

88.2% 63.2%


Note: Hollow portion of bar represents proportions giving a response of A Lot.

NC Overalln=419

Alliancen=64

Cardinaln=56

Eastpointen=49

Partnersn=58

Sandhillsn=68

Smoky Mountainn=56

Trilliumn=68





Single Items

Q37. Told about other ways to get treatment after benefits are used up

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


44.8%

50.0%

50.0%

75.0%

0

60.0%

50.0%

16.7%



NC Overalln=29*

Alliancen=8*

Cardinaln=2*

Eastpointen=4*

Partnersn=2*

Sandhillsn=5*

Smoky Mountainn=2*

Trilliumn=6*



Responses by QuestionNC Adult Medicaid


Responses by Question

Personal or Family CounselingPeople can get counseling, treatment or medicine for many different reasons, such as:

• For feeling depressed, anxious, or stressed out• Personal problems (like when a loved one dies or when there are problems at work)• Family problems (like marriage problems or when parents and children have trouble getting along)• Needing help with drug or alcohol use• For mental or emotional illness

Q1. In the last 12 months, did you get counseling, treatment or medicine for any of these reasons?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 402 100.0% 60 100.0% 55 100.0% 49 100.0% 54 100.0% 66 100.0% 56 100.0% 62 100.0%

No 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

Total 402 100.0% 60 100.0% 55 100.0% 49 100.0% 54 100.0% 66 100.0% 56 100.0% 62 100.0%

Not Answered 31 5 2 3 5 5 2 9

Your Counseling and Treatment in the Last 12 MonthsThe next questions ask about your counseling or treatment. Do not include counseling or treatment during anovernight stay or from a self-help group.

Q2. In the last 12 months, did you call someone to get professional counseling on the phone for yourself?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 103 24.2% 17 26.6% 17 29.8% 11 22.0% 13 22.0% 12 17.4% 18 31.0% 15 21.7%

No 323 75.8% 47 73.4% 40 70.2% 39 78.0% 46 78.0% 57 82.6% 40 69.0% 54 78.3%

Total 426 100.0% 64 100.0% 57 100.0% 50 100.0% 59 100.0% 69 100.0% 58 100.0% 69 100.0%

Not Answered 7 1 0 2 0 2 0 2




Your Counseling and Treatment in the Last 12 Months (continued)

Q3. In the last 12 months, how often did you get the professional counseling you needed on the phone?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Response scored as: Room for Improvement Achievement

Never 26 26.0% 1 6.7% 4 23.5% 4 36.4% 6 46.2% 6 50.0% 2 11.8% 3 20.0%

Sometimes 36 36.0% 7 46.7% 5 29.4% 4 36.4% 4 30.8% 2 16.7% 9 52.9% 5 33.3%

Usually 12 12.0% 4 26.7% 2 11.8% 1 9.1% 2 15.4% 0 0.0% 0 0.0% 3 20.0%

Always 26 26.0% 3 20.0% 6 35.3% 2 18.2% 1 7.7% 4 33.3% 6 35.3% 4 26.7%

Total 100 100.0% 15 100.0% 17 100.0% 11 100.0% 13 100.0% 12 100.0% 17 100.0% 15 100.0%

Not Answered 3 2 0 0 0 0 1 0

Reporting Category Getting Treatment Quickly

Achievement Score 38.0% 46.7% 47.1% 27.3% 23.1% 33.3% 35.3% 46.7%

Correlation with Satisfaction 0.403 0.204 0.460 0.545 0.516 0.530 0.247 -0.339

Priority Rating Top Medium Top Top Top Top Medium Medium

Q4. In the last 12 months, did you need counseling or treatment right away?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 170 40.2% 24 36.9% 21 37.5% 21 42.0% 22 37.9% 27 39.7% 27 47.4% 28 40.6%

No 253 59.8% 41 63.1% 35 62.5% 29 58.0% 36 62.1% 41 60.3% 30 52.6% 41 59.4%

Total 423 100.0% 65 100.0% 56 100.0% 50 100.0% 58 100.0% 68 100.0% 57 100.0% 69 100.0%

Not Answered 10 0 1 2 1 3 1 2

Q5. In the last 12 months, when you needed counseling or treatment right away, how often did you see someoneas soon as you wanted?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 16 9.6% 0 0.0% 0 0.0% 3 14.3% 4 18.2% 3 11.5% 2 8.0% 4 14.3%

Sometimes 37 22.3% 3 12.5% 4 20.0% 5 23.8% 4 18.2% 9 34.6% 7 28.0% 5 17.9%

Usually 42 25.3% 6 25.0% 4 20.0% 4 19.0% 7 31.8% 3 11.5% 8 32.0% 10 35.7%

Always 71 42.8% 15 62.5% 12 60.0% 9 42.9% 7 31.8% 11 42.3% 8 32.0% 9 32.1%

Total 166 100.0% 24 100.0% 20 100.0% 21 100.0% 22 100.0% 26 100.0% 25 100.0% 28 100.0%

Not Answered 4 0 1 0 0 1 2 0



Correlation with Satisfaction 0.471 0.094 0.111 0.166 0.668 0.691 0.586 0.686

Priority Rating Top Low Medium Medium Top Top Top Top





Q6. In the last 12 months, not counting times you needed counseling or treatment right away, did you make anyappointments for counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 302 71.2% 46 71.9% 44 78.6% 31 63.3% 41 69.5% 48 67.6% 40 71.4% 52 75.4%

No 122 28.8% 18 28.1% 12 21.4% 18 36.7% 18 30.5% 23 32.4% 16 28.6% 17 24.6%

Total 424 100.0% 64 100.0% 56 100.0% 49 100.0% 59 100.0% 71 100.0% 56 100.0% 69 100.0%

Not Answered 9 1 1 3 0 0 2 2

Q7. In the last 12 months, not counting times you needed counseling or treatment right away, how often did youget an appointment for counseling or treatment as soon as you wanted?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 17 5.9% 1 2.3% 3 7.1% 3 10.3% 4 9.8% 2 4.3% 1 2.7% 3 6.1%

Sometimes 52 18.0% 6 13.6% 6 14.3% 6 20.7% 7 17.1% 12 25.5% 5 13.5% 10 20.4%

Usually 87 30.1% 13 29.5% 14 33.3% 8 27.6% 12 29.3% 11 23.4% 17 45.9% 12 24.5%

Always 133 46.0% 24 54.5% 19 45.2% 12 41.4% 18 43.9% 22 46.8% 14 37.8% 24 49.0%

Total 289 100.0% 44 100.0% 42 100.0% 29 100.0% 41 100.0% 47 100.0% 37 100.0% 49 100.0%

Not Answered 13 2 2 2 0 1 3 3




Priority Rating Medium Medium Medium Medium Top Top Medium Top

Q8. In the last 12 months, how many times did you go to an emergency room or crisis center to get counseling ortreatment for yourself?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

None 319 74.2% 48 73.8% 45 80.4% 36 70.6% 47 79.7% 50 70.4% 43 74.1% 50 71.4%

1 Time 49 11.4% 8 12.3% 5 8.9% 8 15.7% 5 8.5% 6 8.5% 8 13.8% 9 12.9%

2 Times 22 5.1% 2 3.1% 2 3.6% 2 3.9% 4 6.8% 5 7.0% 3 5.2% 4 5.7%

3 or more Times 40 9.3% 7 10.8% 4 7.1% 5 9.8% 3 5.1% 10 14.1% 4 6.9% 7 10.0%

Total 430 100.0% 65 100.0% 56 100.0% 51 100.0% 59 100.0% 71 100.0% 58 100.0% 70 100.0%

Not Answered 3 0 1 1 0 0 0 1





Q9. In the last 12 months (not counting emergency rooms or crisis centers), how many times did you go to anoffice, clinic, or other treatment program to get counseling, treatment or medicine for yourself?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

None 73 17.4% 12 19.7% 6 10.9% 12 24.5% 9 15.3% 14 20.0% 10 17.2% 10 14.7%

1 to 10 times 220 52.4% 29 47.5% 30 54.5% 27 55.1% 34 57.6% 45 64.3% 24 41.4% 31 45.6%

11 to 20 times 68 16.2% 8 13.1% 10 18.2% 6 12.2% 10 16.9% 5 7.1% 13 22.4% 16 23.5%

21 or more times 59 14.0% 12 19.7% 9 16.4% 4 8.2% 6 10.2% 6 8.6% 11 19.0% 11 16.2%

Total 420 100.0% 61 100.0% 55 100.0% 49 100.0% 59 100.0% 70 100.0% 58 100.0% 68 100.0%

Not Answered 13 4 2 3 0 1 0 3

Q10. In the last 12 months, how often were you seen within 15 minutes of your appointment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 54 15.7% 8 16.7% 5 10.4% 6 16.2% 12 24.0% 10 17.9% 4 8.5% 9 15.5%

Sometimes 80 23.3% 11 22.9% 9 18.8% 7 18.9% 18 36.0% 13 23.2% 10 21.3% 12 20.7%

Usually 114 33.1% 17 35.4% 16 33.3% 13 35.1% 12 24.0% 19 33.9% 19 40.4% 18 31.0%

Always 96 27.9% 12 25.0% 18 37.5% 11 29.7% 8 16.0% 14 25.0% 14 29.8% 19 32.8%

Total 344 100.0% 48 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 47 100.0% 58 100.0%

Not Answered 3 1 1 0 0 0 1 0

Reporting Category Single Items



Priority Rating Top Top Top Medium Medium Medium Top Top

The next questions are about all the counseling or treatment you got in the last 12 months during office,clinic, and emergency room visits as well as over the phone. Please do the best you can to include all thedifferent people you went to for counseling or treatment in your answers.

Q11. In the last 12 months, how often did the people you went to for counseling or treatment listen carefully toyou?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 5 1.5% 1 2.0% 0 0.0% 1 2.7% 1 2.0% 1 1.8% 0 0.0% 1 1.7%

Sometimes 35 10.2% 6 12.2% 2 4.3% 1 2.7% 5 10.0% 8 14.3% 8 17.4% 5 8.6%

Usually 71 20.7% 12 24.5% 9 19.1% 7 18.9% 12 24.0% 8 14.3% 10 21.7% 13 22.4%

Always 232 67.6% 30 61.2% 36 76.6% 28 75.7% 32 64.0% 39 69.6% 28 60.9% 39 67.2%

Total 343 100.0% 49 100.0% 47 100.0% 37 100.0% 50 100.0% 56 100.0% 46 100.0% 58 100.0%

Not Answered 4 0 2 0 0 0 2 0

Reporting Category How Well Clinicians Communicate



Priority Rating High High High Low High Top Top High





Q12. In the last 12 months, how often did the people you went to for counseling or treatment explain things in away you could understand?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 6 1.7% 1 2.0% 1 2.1% 1 2.7% 0 0.0% 2 3.6% 0 0.0% 1 1.7%

Sometimes 37 10.7% 7 14.3% 1 2.1% 3 8.1% 5 10.0% 9 16.1% 8 16.7% 4 6.9%

Usually 93 26.9% 11 22.4% 18 37.5% 7 18.9% 12 24.0% 13 23.2% 16 33.3% 16 27.6%

Always 210 60.7% 30 61.2% 28 58.3% 26 70.3% 33 66.0% 32 57.1% 24 50.0% 37 63.8%

Total 346 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating High Top High Low High Top Top High

Q13. In the last 12 months, how often did the people you went to for counseling or treatment show respect forwhat you had to say?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 7 2.0% 1 2.0% 1 2.1% 0 0.0% 1 2.0% 2 3.6% 1 2.1% 1 1.7%

Sometimes 30 8.7% 3 6.1% 5 10.4% 2 5.4% 2 4.0% 7 12.5% 8 16.7% 3 5.2%

Usually 61 17.6% 11 22.4% 7 14.6% 8 21.6% 8 16.0% 9 16.1% 9 18.8% 9 15.5%

Always 248 71.7% 34 69.4% 35 72.9% 27 73.0% 39 78.0% 38 67.9% 30 62.5% 45 77.6%

Total 346 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating High High High High High Top Top High





Q14. In the last 12 months, how often did the people you went to for counseling or treatment spend enough timewith you?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 12 3.5% 1 2.0% 1 2.1% 1 2.7% 2 4.0% 3 5.4% 2 4.2% 2 3.4%

Sometimes 31 9.0% 3 6.1% 2 4.2% 2 5.4% 2 4.0% 7 12.5% 10 20.8% 5 8.6%

Usually 101 29.2% 17 34.7% 16 33.3% 11 29.7% 15 30.0% 15 26.8% 11 22.9% 16 27.6%

Always 202 58.4% 28 57.1% 29 60.4% 23 62.2% 31 62.0% 31 55.4% 25 52.1% 35 60.3%

Total 346 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating High Low High Low High Top Top High

Q15. In the last 12 months, how often did you feel safe when you were with the people you went to forcounseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 7 2.0% 0 0.0% 0 0.0% 1 2.7% 0 0.0% 3 5.4% 2 4.2% 1 1.7%

Sometimes 12 3.5% 0 0.0% 2 4.2% 0 0.0% 3 6.0% 3 5.4% 1 2.1% 3 5.2%

Usually 45 13.0% 7 14.3% 6 12.5% 6 16.2% 5 10.0% 4 7.1% 12 25.0% 5 8.6%

Always 282 81.5% 42 85.7% 40 83.3% 30 81.1% 42 84.0% 46 82.1% 33 68.8% 49 84.5%

Total 346 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating High Low High Low Low High High High

Q16. In the last 12 months, did you take any prescription medicines as part of your treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 318 92.4% 42 85.7% 44 91.7% 34 91.9% 46 92.0% 51 91.1% 46 100.0% 55 94.8%

No 26 7.6% 7 14.3% 4 8.3% 3 8.1% 4 8.0% 5 8.9% 0 0.0% 3 5.2%

Total 344 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 46 100.0% 58 100.0%

Not Answered 3 0 1 0 0 0 2 0





Q17. In the last 12 months, were you told what side effects of those medicines to watch for?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 237 76.5% 34 81.0% 31 75.6% 23 67.6% 34 73.9% 41 82.0% 33 75.0% 41 77.4%

No 73 23.5% 8 19.0% 10 24.4% 11 32.4% 12 26.1% 9 18.0% 11 25.0% 12 22.6%

Total 310 100.0% 42 100.0% 41 100.0% 34 100.0% 46 100.0% 50 100.0% 44 100.0% 53 100.0%

Not Answered 8 0 3 0 0 1 2 2




Priority Rating Medium Medium Top Medium Medium Medium Medium Medium

Q18. In the last 12 months, how often were you involved as much as you wanted in your counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 11 3.2% 0 0.0% 2 4.3% 3 8.1% 1 2.0% 1 1.8% 2 4.2% 2 3.4%

Sometimes 42 12.2% 3 6.1% 3 6.5% 5 13.5% 8 16.0% 9 16.1% 7 14.6% 7 12.1%

Usually 100 29.1% 14 28.6% 21 45.7% 9 24.3% 14 28.0% 13 23.2% 13 27.1% 16 27.6%

Always 191 55.5% 32 65.3% 20 43.5% 20 54.1% 27 54.0% 33 58.9% 26 54.2% 33 56.9%

Total 344 100.0% 49 100.0% 46 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 3 0 3 0 0 0 0 0




Priority Rating Top High High Top Top Top Top Medium

Q19. In the last 12 months, did anyone talk to you about whether to include your family or friends in yourcounseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 188 54.8% 28 57.1% 24 50.0% 18 48.6% 27 54.0% 29 51.8% 27 56.3% 35 63.6%

No 155 45.2% 21 42.9% 24 50.0% 19 51.4% 23 46.0% 27 48.2% 21 43.8% 20 36.4%

Total 343 100.0% 49 100.0% 48 100.0% 37 100.0% 50 100.0% 56 100.0% 48 100.0% 55 100.0%

Not Answered 4 0 1 0 0 0 0 3




Priority Rating Medium Medium Medium Medium Medium Medium Medium Medium





Q20. In the last 12 months, were you told about self-help or support groups, such as consumer-run groups or12-step programs?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 180 52.8% 27 56.3% 30 63.8% 13 36.1% 23 46.9% 35 62.5% 28 58.3% 24 42.1%

No 161 47.2% 21 43.8% 17 36.2% 23 63.9% 26 53.1% 21 37.5% 20 41.7% 33 57.9%

Total 341 100.0% 48 100.0% 47 100.0% 36 100.0% 49 100.0% 56 100.0% 48 100.0% 57 100.0%

Not Answered 6 1 2 1 1 0 0 1

Reporting Category Information about Treatment Options



Priority Rating Medium Medium Medium Top Medium Medium Medium Medium

Q21. In the last 12 months, were you given information about different kinds of counseling or treatment that areavailable?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 222 64.7% 32 65.3% 32 69.6% 21 56.8% 29 58.0% 40 72.7% 35 72.9% 33 56.9%

No 121 35.3% 17 34.7% 14 30.4% 16 43.2% 21 42.0% 15 27.3% 13 27.1% 25 43.1%

Total 343 100.0% 49 100.0% 46 100.0% 37 100.0% 50 100.0% 55 100.0% 48 100.0% 58 100.0%

Not Answered 4 0 3 0 0 1 0 0

Reporting Category Information about Treatment Options




Q22. In the last 12 months, were you given as much information as you wanted about what you could do tomanage your condition?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 282 82.0% 39 79.6% 42 89.4% 28 77.8% 39 78.0% 46 82.1% 36 75.0% 52 89.7%

No 62 18.0% 10 20.4% 5 10.6% 8 22.2% 11 22.0% 10 17.9% 12 25.0% 6 10.3%

Total 344 100.0% 49 100.0% 47 100.0% 36 100.0% 50 100.0% 56 100.0% 48 100.0% 58 100.0%

Not Answered 3 0 2 1 0 0 0 0




Priority Rating Top Top High Top Top Top Top High





Q23. In the last 12 months, were you given information about your rights as a patient?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 305 89.7% 44 93.6% 44 93.6% 27 77.1% 43 86.0% 51 92.7% 45 93.8% 51 87.9%

No 35 10.3% 3 6.4% 3 6.4% 8 22.9% 7 14.0% 4 7.3% 3 6.3% 7 12.1%

Total 340 100.0% 47 100.0% 47 100.0% 35 100.0% 50 100.0% 55 100.0% 48 100.0% 58 100.0%

Not Answered 7 2 2 2 0 1 0 0



Correlation with Satisfaction 0.264 0.327 0.359 0.163 0.207 0.744 0.284 -0.075

Priority Rating Low Low Low Medium Low High Low Low

Q24. In the last 12 months, did you feel you could refuse a specific type of medicine or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 263 79.0% 41 85.4% 39 88.6% 21 60.0% 37 74.0% 43 78.2% 38 82.6% 44 80.0%

No 70 21.0% 7 14.6% 5 11.4% 14 40.0% 13 26.0% 12 21.8% 8 17.4% 11 20.0%

Total 333 100.0% 48 100.0% 44 100.0% 35 100.0% 50 100.0% 55 100.0% 46 100.0% 55 100.0%

Not Answered 14 1 5 2 0 1 2 3



Correlation with Satisfaction 0.060 -0.060 -0.003 0.206 0.308 -0.132 0.189 -0.050

Priority Rating Medium Low Low Medium Medium Medium Medium Medium

Q25. In the last 12 months, as far as you know did anyone you went to for counseling or treatment shareinformation with others that should have been kept private?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 26 7.7% 5 10.4% 5 10.9% 3 8.6% 3 6.0% 4 7.4% 3 6.4% 3 5.2%

No 312 92.3% 43 89.6% 41 89.1% 32 91.4% 47 94.0% 50 92.6% 44 93.6% 55 94.8%

Total 338 100.0% 48 100.0% 46 100.0% 35 100.0% 50 100.0% 54 100.0% 47 100.0% 58 100.0%

Not Answered 9 1 3 2 0 2 1 0



Correlation with Satisfaction 0.283 0.467 0.258 -0.052 0.076 0.462 0.535 0.136

Priority Rating Low High Low Low Low High High Low





Q26. Does your language, race, religion, ethnic background or culture make any difference in the kind ofcounseling or treatment you need?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 11 3.3% 1 2.2% 2 4.3% 0 0.0% 2 4.2% 3 5.6% 1 2.1% 2 3.4%

No 323 96.7% 45 97.8% 44 95.7% 35 100.0% 46 95.8% 51 94.4% 46 97.9% 56 96.6%

Total 334 100.0% 46 100.0% 46 100.0% 35 100.0% 48 100.0% 54 100.0% 47 100.0% 58 100.0%

Not Answered 13 3 3 2 2 2 1 0

Q27. In the last 12 months, was the care you received responsive to those needs?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 7 63.6% 0 0.0% 1 50.0% 0 2 100.0% 1 33.3% 1 100.0% 2 100.0%

No 4 36.4% 1 100.0% 1 50.0% 0 0 0.0% 2 66.7% 0 0.0% 0 0.0%

Total 11 100.0% 1 100.0% 2 100.0% 0 2 100.0% 3 100.0% 1 100.0% 2 100.0%

Not Answered 0 0 0 0 0 0 0 0


Achievement Score 63.6% 0.0% 50.0% - 100.0% 33.3% 100.0% 100.0%

Correlation with Satisfaction 0.812 - 1.000 - - 0.896 - -

Priority Rating Top - Top - - Top - -





Q28. Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the bestcounseling or treatment possible, what number would you use to rate all your counseling or treatment in thelast 12 months?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Worst counseling ortreatment possible 4 1.2% 1 2.1% 1 2.1% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 2 3.4%

1 5 1.5% 1 2.1% 0 0.0% 1 2.9% 0 0.0% 3 5.5% 0 0.0% 0 0.0%

2 4 1.2% 0 0.0% 1 2.1% 0 0.0% 2 4.1% 0 0.0% 1 2.2% 0 0.0%

3 5 1.5% 3 6.4% 0 0.0% 0 0.0% 1 2.0% 1 1.8% 0 0.0% 0 0.0%

4 9 2.7% 1 2.1% 0 0.0% 2 5.7% 2 4.1% 1 1.8% 3 6.5% 0 0.0%

5 19 5.6% 1 2.1% 2 4.3% 5 14.3% 3 6.1% 4 7.3% 2 4.3% 2 3.4%

6 15 4.5% 3 6.4% 1 2.1% 1 2.9% 3 6.1% 3 5.5% 2 4.3% 2 3.4%

7 28 8.3% 3 6.4% 9 19.1% 1 2.9% 2 4.1% 1 1.8% 7 15.2% 5 8.6%

8 67 19.9% 11 23.4% 10 21.3% 7 20.0% 12 24.5% 11 20.0% 4 8.7% 12 20.7%

9 49 14.5% 10 21.3% 7 14.9% 5 14.3% 6 12.2% 6 10.9% 9 19.6% 6 10.3%

Best counseling ortreatment possible 132 39.2% 13 27.7% 16 34.0% 13 37.1% 18 36.7% 25 45.5% 18 39.1% 29 50.0%

Total 337 100.0% 47 100.0% 47 100.0% 35 100.0% 49 100.0% 55 100.0% 46 100.0% 58 100.0%

Not Answered 10 2 2 2 1 1 2 0

Reporting Category Ratings


Q29. In the last 12 months, how much were you helped by the counseling or treatment you got?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Not at all 25 6.0% 5 7.8% 3 5.4% 4 8.2% 1 1.7% 5 7.4% 1 1.8% 6 8.8%

A little 34 8.1% 3 4.7% 1 1.8% 4 8.2% 4 6.9% 11 16.2% 9 16.1% 2 2.9%

Somewhat 110 26.3% 16 25.0% 21 37.5% 8 16.3% 17 29.3% 15 22.1% 16 28.6% 17 25.0%

A lot 250 59.7% 40 62.5% 31 55.4% 33 67.3% 36 62.1% 37 54.4% 30 53.6% 43 63.2%

Total 419 100.0% 64 100.0% 56 100.0% 49 100.0% 58 100.0% 68 100.0% 56 100.0% 68 100.0%

Not Answered 14 1 1 3 1 3 2 3




Priority Rating High High High Top High Top Top High





Q30. In general, how would you rate your overall mental health now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Excellent 25 5.9% 2 3.2% 1 1.9% 2 4.0% 3 5.2% 10 14.3% 2 3.5% 5 7.1%

Very good 62 14.7% 6 9.5% 7 13.0% 9 18.0% 7 12.1% 8 11.4% 12 21.1% 13 18.6%

Good 150 35.5% 20 31.7% 18 33.3% 21 42.0% 22 37.9% 25 35.7% 14 24.6% 30 42.9%

Fair 159 37.7% 31 49.2% 27 50.0% 14 28.0% 24 41.4% 21 30.0% 23 40.4% 19 27.1%

Poor 26 6.2% 4 6.3% 1 1.9% 4 8.0% 2 3.4% 6 8.6% 6 10.5% 3 4.3%

Total 422 100.0% 63 100.0% 54 100.0% 50 100.0% 58 100.0% 70 100.0% 57 100.0% 70 100.0%

Not Answered 11 2 3 2 1 1 1 1

Q31. Compared to 12 months ago, how would you rate your ability to deal with daily problems now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 113 26.6% 12 18.8% 8 14.5% 12 24.5% 18 30.5% 22 31.4% 16 27.6% 25 35.7%

A little better 163 38.4% 30 46.9% 24 43.6% 21 42.9% 19 32.2% 25 35.7% 24 41.4% 20 28.6%

About the same 115 27.1% 17 26.6% 20 36.4% 13 26.5% 19 32.2% 15 21.4% 12 20.7% 19 27.1%

A little worse 24 5.6% 3 4.7% 2 3.6% 3 6.1% 2 3.4% 5 7.1% 4 6.9% 5 7.1%

Much worse 10 2.4% 2 3.1% 1 1.8% 0 0.0% 1 1.7% 3 4.3% 2 3.4% 1 1.4%

Total 425 100.0% 64 100.0% 55 100.0% 49 100.0% 59 100.0% 70 100.0% 58 100.0% 70 100.0%

Not Answered 8 1 2 3 0 1 0 1

Reporting Category Perceived Improvement


Correlation with Satisfaction 0.251 0.330 -0.008 0.379 0.191 0.305 0.365 0.158






Q32. Compared to 12 months ago, how would you rate your ability to deal with social situations now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 97 23.0% 14 21.9% 8 14.8% 12 24.5% 14 23.7% 17 24.6% 15 25.9% 17 24.6%

A little better 140 33.2% 22 34.4% 21 38.9% 20 40.8% 21 35.6% 22 31.9% 16 27.6% 18 26.1%

About the same 151 35.8% 23 35.9% 19 35.2% 14 28.6% 20 33.9% 25 36.2% 21 36.2% 29 42.0%

A little worse 19 4.5% 4 6.3% 2 3.7% 3 6.1% 3 5.1% 2 2.9% 3 5.2% 2 2.9%

Much worse 15 3.6% 1 1.6% 4 7.4% 0 0.0% 1 1.7% 3 4.3% 3 5.2% 3 4.3%

Total 422 100.0% 64 100.0% 54 100.0% 49 100.0% 59 100.0% 69 100.0% 58 100.0% 69 100.0%

Not Answered 11 1 3 3 0 2 0 2




Priority Rating Medium Medium Medium Medium Medium Medium Top Top

Q33. Compared to 12 months ago, how would you rate your ability to accomplish the things you want to do now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Much better 90 21.2% 11 17.2% 11 20.4% 8 16.0% 10 16.9% 19 27.5% 11 19.0% 20 28.6%

A little better 142 33.5% 25 39.1% 17 31.5% 21 42.0% 23 39.0% 23 33.3% 17 29.3% 16 22.9%

About the same 138 32.5% 23 35.9% 19 35.2% 15 30.0% 21 35.6% 13 18.8% 22 37.9% 25 35.7%

A little worse 36 8.5% 4 6.3% 4 7.4% 3 6.0% 5 8.5% 8 11.6% 7 12.1% 5 7.1%

Much worse 18 4.2% 1 1.6% 3 5.6% 3 6.0% 0 0.0% 6 8.7% 1 1.7% 4 5.7%

Total 424 100.0% 64 100.0% 54 100.0% 50 100.0% 59 100.0% 69 100.0% 58 100.0% 70 100.0%

Not Answered 9 1 3 2 0 2 0 1




Priority Rating Medium Medium Medium Medium Medium Medium Medium Top





Q34. Compared to 12 months ago, how would you rate your problems or symptoms now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 98 23.2% 13 20.3% 10 18.5% 11 22.4% 16 27.1% 18 26.1% 12 20.7% 18 25.7%

A little better 151 35.7% 23 35.9% 20 37.0% 16 32.7% 24 40.7% 23 33.3% 20 34.5% 25 35.7%

About the same 125 29.6% 22 34.4% 19 35.2% 17 34.7% 14 23.7% 17 24.6% 17 29.3% 19 27.1%

A little worse 32 7.6% 5 7.8% 4 7.4% 5 10.2% 2 3.4% 6 8.7% 6 10.3% 4 5.7%

Much worse 17 4.0% 1 1.6% 1 1.9% 0 0.0% 3 5.1% 5 7.2% 3 5.2% 4 5.7%

Total 423 100.0% 64 100.0% 54 100.0% 49 100.0% 59 100.0% 69 100.0% 58 100.0% 70 100.0%

Not Answered 10 1 3 3 0 2 0 1




Priority Rating Medium Medium Medium Medium Medium Top Medium Medium

The next questions ask about your experience with the company or organization that handles your benefitsfor counseling or treatment.

Q35. In the last 12 months, did you use up all your benefits for counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 46 11.3% 8 13.1% 5 9.1% 5 10.4% 6 10.7% 10 15.4% 3 5.5% 9 13.4%

No 361 88.7% 53 86.9% 50 90.9% 43 89.6% 50 89.3% 55 84.6% 52 94.5% 58 86.6%

Total 407 100.0% 61 100.0% 55 100.0% 48 100.0% 56 100.0% 65 100.0% 55 100.0% 67 100.0%

Not Answered 26 4 2 4 3 6 3 4

Q36. At the time benefits were used up, did you think you still needed counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 29 65.9% 8 100.0% 2 40.0% 4 100.0% 2 33.3% 5 50.0% 2 100.0% 6 66.7%

No 15 34.1% 0 0.0% 3 60.0% 0 0.0% 4 66.7% 5 50.0% 0 0.0% 3 33.3%

Total 44 100.0% 8 100.0% 5 100.0% 4 100.0% 6 100.0% 10 100.0% 2 100.0% 9 100.0%

Not Answered 2 0 0 1 0 0 1 0





Q37. Were you told about other ways to get counseling, treatment, or medicine?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 13 44.8% 4 50.0% 1 50.0% 3 75.0% 0 0.0% 3 60.0% 1 50.0% 1 16.7%

No 16 55.2% 4 50.0% 1 50.0% 1 25.0% 2 100.0% 2 40.0% 1 50.0% 5 83.3%

Total 29 100.0% 8 100.0% 2 100.0% 4 100.0% 2 100.0% 5 100.0% 2 100.0% 6 100.0%

Not Answered 0 0 0 0 0 0 0 0



Correlation with Satisfaction 0.384 -0.100 - 0.917 - 0.577 1.000 0.369

Priority Rating Medium Medium - Top - Top Top Medium

Q38. In the last 12 months, did you need approval for any counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 102 24.9% 17 27.4% 19 34.5% 15 31.9% 11 19.0% 11 16.9% 12 22.6% 17 24.3%

No 308 75.1% 45 72.6% 36 65.5% 32 68.1% 47 81.0% 54 83.1% 41 77.4% 53 75.7%

Total 410 100.0% 62 100.0% 55 100.0% 47 100.0% 58 100.0% 65 100.0% 53 100.0% 70 100.0%

Not Answered 23 3 2 5 1 6 5 1

Q39. In the last 12 months, how much of a problem, if any, were delays in counseling or treatment while youwaited for approval?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

A big problem 25 25.5% 2 11.8% 2 12.5% 4 26.7% 3 27.3% 6 60.0% 4 33.3% 4 23.5%

A small problem 19 19.4% 4 23.5% 3 18.8% 2 13.3% 4 36.4% 0 0.0% 0 0.0% 6 35.3%

Not a problem 54 55.1% 11 64.7% 11 68.8% 9 60.0% 4 36.4% 4 40.0% 8 66.7% 7 41.2%

Total 98 100.0% 17 100.0% 16 100.0% 15 100.0% 11 100.0% 10 100.0% 12 100.0% 17 100.0%

Not Answered 4 0 3 0 0 1 0 0

Reporting Category Getting Treatment and Information


Correlation with Satisfaction 0.177 -0.319 -0.223 0.433 0.547 0.474 0.564 -0.076

Priority Rating Medium Medium Medium Top Top Top Top Medium





Q40. In the last 12 months, did you call customer service to get information or help about counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 57 13.6% 15 24.2% 7 12.5% 5 10.4% 6 10.3% 8 11.8% 5 8.8% 11 15.5%

No 363 86.4% 47 75.8% 49 87.5% 43 89.6% 52 89.7% 60 88.2% 52 91.2% 60 84.5%

Total 420 100.0% 62 100.0% 56 100.0% 48 100.0% 58 100.0% 68 100.0% 57 100.0% 71 100.0%

Not Answered 13 3 1 4 1 3 1 0

Q41. In the last 12 months, how much of a problem, if any, was it to get the help you needed when you calledyour health plan's customer service?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


A big problem 13 23.2% 4 26.7% 1 14.3% 1 20.0% 2 33.3% 2 28.6% 0 0.0% 3 27.3%

A small problem 18 32.1% 5 33.3% 4 57.1% 1 20.0% 2 33.3% 1 14.3% 3 60.0% 2 18.2%

Not a problem 25 44.6% 6 40.0% 2 28.6% 3 60.0% 2 33.3% 4 57.1% 2 40.0% 6 54.5%

Total 56 100.0% 15 100.0% 7 100.0% 5 100.0% 6 100.0% 7 100.0% 5 100.0% 11 100.0%

Not Answered 1 0 0 0 0 1 0 0



Correlation with Satisfaction 0.168 0.181 0.180 0.647 0.590 -0.392 0.306 -0.087

Priority Rating Medium Medium Medium Top Top Medium Medium Medium

Reasons for Counseling or TreatmentQ42. In the last 12 months, was any of your counseling or treatment for personal problems, family problems,

emotional illness, or mental illness?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 381 90.7% 56 90.3% 50 92.6% 40 81.6% 57 98.3% 64 91.4% 52 91.2% 62 88.6%

No 39 9.3% 6 9.7% 4 7.4% 9 18.4% 1 1.7% 6 8.6% 5 8.8% 8 11.4%

Total 420 100.0% 62 100.0% 54 100.0% 49 100.0% 58 100.0% 70 100.0% 57 100.0% 70 100.0%

Not Answered 13 3 3 3 1 1 1 1




Reasons for Counseling or Treatment (continued)

Q43. In the last 12 months, was any of your counseling or treatment for help with alcohol use or drug use?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 62 14.8% 9 14.3% 6 11.5% 8 16.0% 9 15.3% 9 13.0% 8 14.3% 13 18.8%

No 356 85.2% 54 85.7% 46 88.5% 42 84.0% 50 84.7% 60 87.0% 48 85.7% 56 81.2%

Total 418 100.0% 63 100.0% 52 100.0% 50 100.0% 59 100.0% 69 100.0% 56 100.0% 69 100.0%

Not Answered 15 2 5 2 0 2 2 2

Care CoordinationQ44. Have you received Care Coordination for any services in the past 12 months?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 141 34.2% 24 37.5% 22 39.3% 14 28.6% 20 35.7% 23 34.3% 22 40.0% 16 24.6%

No 271 65.8% 40 62.5% 34 60.7% 35 71.4% 36 64.3% 44 65.7% 33 60.0% 49 75.4%

Total 412 100.0% 64 100.0% 56 100.0% 49 100.0% 56 100.0% 67 100.0% 55 100.0% 65 100.0%

Not Answered 21 1 1 3 3 4 3 6

Q45.1. Please identify the service categories that you received Care Coordination for in the past 12 months.Response: Intellectual and Developmental Disabilities.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 61 43.9% 11 45.8% 9 40.9% 7 50.0% 9 47.4% 9 39.1% 10 45.5% 6 40.0%

No 78 56.1% 13 54.2% 13 59.1% 7 50.0% 10 52.6% 14 60.9% 12 54.5% 9 60.0%

Total 139 100.0% 24 100.0% 22 100.0% 14 100.0% 19 100.0% 23 100.0% 22 100.0% 15 100.0%

Not Answered 2 0 0 0 1 0 0 1

Q45.2. Please identify the service categories that you received Care Coordination for in the past 12 months.Response: Mental Health.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 99 71.2% 19 79.2% 16 72.7% 10 71.4% 17 89.5% 14 60.9% 14 63.6% 9 60.0%

No 40 28.8% 5 20.8% 6 27.3% 4 28.6% 2 10.5% 9 39.1% 8 36.4% 6 40.0%

Total 139 100.0% 24 100.0% 22 100.0% 14 100.0% 19 100.0% 23 100.0% 22 100.0% 15 100.0%

Not Answered 2 0 0 0 1 0 0 1




Care Coordination (continued)

Q45.3. Please identify the service categories that you received Care Coordination for in the past 12 months.Response: Substance Use.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 18 12.9% 4 16.7% 3 13.6% 4 28.6% 1 5.3% 1 4.3% 3 13.6% 2 13.3%

No 121 87.1% 20 83.3% 19 86.4% 10 71.4% 18 94.7% 22 95.7% 19 86.4% 13 86.7%

Total 139 100.0% 24 100.0% 22 100.0% 14 100.0% 19 100.0% 23 100.0% 22 100.0% 15 100.0%

Not Answered 2 0 0 0 1 0 0 1

Q45.4. Please identify the service categories that you received Care Coordination for in the past 12 months.Response: Other.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 28 20.1% 5 20.8% 8 36.4% 0 0.0% 3 15.8% 6 26.1% 5 22.7% 1 6.7%

No 111 79.9% 19 79.2% 14 63.6% 14 100.0% 16 84.2% 17 73.9% 17 77.3% 14 93.3%

Total 139 100.0% 24 100.0% 22 100.0% 14 100.0% 19 100.0% 23 100.0% 22 100.0% 15 100.0%

Not Answered 2 0 0 0 1 0 0 1

Q46. It is easy to get in touch with my Care Coordinator when I need them.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 4 2.9% 0 0.0% 0 0.0% 0 0.0% 2 10.0% 0 0.0% 1 4.8% 1 6.3%

Sometimes 23 16.7% 5 21.7% 2 9.1% 2 14.3% 4 20.0% 6 27.3% 2 9.5% 2 12.5%

Usually 33 23.9% 7 30.4% 5 22.7% 4 28.6% 4 20.0% 3 13.6% 7 33.3% 3 18.8%

Always 78 56.5% 11 47.8% 15 68.2% 8 57.1% 10 50.0% 13 59.1% 11 52.4% 10 62.5%

Total 138 100.0% 23 100.0% 22 100.0% 14 100.0% 20 100.0% 22 100.0% 21 100.0% 16 100.0%

Not Answered 3 1 0 0 0 1 1 0

Reporting Category Care Coordination Items


Correlation with Satisfaction 0.456 -0.065 0.322 0.025 0.776 0.525 0.664 0.534

Priority Rating Top Medium Low Low Top Top High Top





Q47. My Care Coordinator responds to my calls in a timely manner.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 5 3.6% 0 0.0% 0 0.0% 0 0.0% 2 10.5% 1 4.5% 1 4.5% 1 6.3%

Sometimes 19 13.8% 4 17.4% 2 9.1% 2 14.3% 4 21.1% 3 13.6% 2 9.1% 2 12.5%

Usually 29 21.0% 6 26.1% 4 18.2% 3 21.4% 4 21.1% 1 4.5% 9 40.9% 2 12.5%

Always 85 61.6% 13 56.5% 16 72.7% 9 64.3% 9 47.4% 17 77.3% 10 45.5% 11 68.8%

Total 138 100.0% 23 100.0% 22 100.0% 14 100.0% 19 100.0% 22 100.0% 22 100.0% 16 100.0%

Not Answered 3 1 0 0 1 1 0 0




Priority Rating Top Medium Low Low Top Medium High Top

Q48. If I have questions, my Care Coordinator helps me find the answers.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 4 2.9% 1 4.2% 0 0.0% 0 0.0% 1 5.3% 1 4.5% 0 0.0% 1 6.3%

Sometimes 17 12.3% 3 12.5% 3 14.3% 1 7.1% 3 15.8% 2 9.1% 2 9.1% 3 18.8%

Usually 34 24.6% 10 41.7% 6 28.6% 3 21.4% 5 26.3% 2 9.1% 7 31.8% 1 6.3%

Always 83 60.1% 10 41.7% 12 57.1% 10 71.4% 10 52.6% 17 77.3% 13 59.1% 11 68.8%

Total 138 100.0% 24 100.0% 21 100.0% 14 100.0% 19 100.0% 22 100.0% 22 100.0% 16 100.0%

Not Answered 3 0 1 0 1 1 0 0




Priority Rating Top Medium Low Low Top High High Top





Q49. My Care Coordinator has helped me find services and people to support me in managing my care.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 10 7.3% 2 8.7% 0 0.0% 2 14.3% 1 5.3% 1 4.8% 2 9.1% 2 12.5%

Sometimes 16 11.7% 3 13.0% 2 9.1% 3 21.4% 3 15.8% 2 9.5% 2 9.1% 1 6.3%

Usually 33 24.1% 6 26.1% 6 27.3% 1 7.1% 8 42.1% 4 19.0% 7 31.8% 1 6.3%

Always 78 56.9% 12 52.2% 14 63.6% 8 57.1% 7 36.8% 14 66.7% 11 50.0% 12 75.0%

Total 137 100.0% 23 100.0% 22 100.0% 14 100.0% 19 100.0% 21 100.0% 22 100.0% 16 100.0%

Not Answered 4 1 0 0 1 2 0 0




Priority Rating Medium Medium High Medium Top Low Top Medium

Q50. My Care Coordinator asks how best to support me.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 7 5.1% 1 4.2% 0 0.0% 1 7.7% 1 5.3% 1 4.5% 1 4.5% 2 12.5%

Sometimes 13 9.4% 4 16.7% 3 13.6% 0 0.0% 2 10.5% 0 0.0% 3 13.6% 1 6.3%

Usually 33 23.9% 5 20.8% 3 13.6% 6 46.2% 7 36.8% 4 18.2% 6 27.3% 2 12.5%

Always 85 61.6% 14 58.3% 16 72.7% 6 46.2% 9 47.4% 17 77.3% 12 54.5% 11 68.8%

Total 138 100.0% 24 100.0% 22 100.0% 13 100.0% 19 100.0% 22 100.0% 22 100.0% 16 100.0%

Not Answered 3 0 0 1 1 1 0 0



Correlation with Satisfaction 0.384 - 0.388 -0.011 0.827 0.587 0.442 0.303

Priority Rating Low - Low Low Top High Top Medium





Q51. I was given a draft of my Person Centered Plan to review before being asked to sign it.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 9 8.4% 0 0.0% 0 0.0% 1 10.0% 2 16.7% 1 5.9% 2 11.1% 3 21.4%

Sometimes 10 9.3% 1 5.3% 3 17.6% 1 10.0% 1 8.3% 3 17.6% 0 0.0% 1 7.1%

Usually 12 11.2% 1 5.3% 3 17.6% 2 20.0% 2 16.7% 2 11.8% 1 5.6% 1 7.1%

Always 76 71.0% 17 89.5% 11 64.7% 6 60.0% 7 58.3% 11 64.7% 15 83.3% 9 64.3%

I do not have a PersonCentered Plan 30 4 4 4 8 4 4 2

Total 107 100.0% 19 100.0% 17 100.0% 10 100.0% 12 100.0% 17 100.0% 18 100.0% 14 100.0%

Not Answered 4 1 1 0 0 2 0 0



Correlation with Satisfaction 0.220 -0.101 -0.087 0.081 -0.097 0.682 0.468 0.620

Priority Rating Medium Low Medium Medium Medium Top High Top

Q52. I was satisfied with my Person Centered Plan prepared by the Care Coordinator.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 5 4.6% 0 0.0% 0 0.0% 0 0.0% 1 7.7% 2 11.8% 1 5.6% 1 7.1%

Sometimes 10 9.3% 2 10.5% 2 11.8% 0 0.0% 2 15.4% 2 11.8% 1 5.6% 1 7.1%

Usually 27 25.0% 4 21.1% 7 41.2% 2 20.0% 3 23.1% 3 17.6% 5 27.8% 3 21.4%

Always 66 61.1% 13 68.4% 8 47.1% 8 80.0% 7 53.8% 10 58.8% 11 61.1% 9 64.3%


Total 108 100.0% 19 100.0% 17 100.0% 10 100.0% 13 100.0% 17 100.0% 18 100.0% 14 100.0%

Not Answered 6 0 2 0 2 2 0 0




Priority Rating High Low Low High Top Top High Low





Q53. If you were not satisfied with your plan, did you and/or the provider suggest revisions that were added toyour plan?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 6 40.0% 0 0.0% 0 0.0% 0 1 33.3% 1 25.0% 2 100.0% 2 100.0%

Sometimes 7 46.7% 2 100.0% 1 50.0% 0 2 66.7% 2 50.0% 0 0.0% 0 0.0%

Usually 0 0.0% 0 0.0% 0 0.0% 0 0 0.0% 0 0.0% 0 0.0% 0 0.0%

Always 2 13.3% 0 0.0% 1 50.0% 0 0 0.0% 1 25.0% 0 0.0% 0 0.0%

Total 15 100.0% 2 100.0% 2 100.0% 0 3 100.0% 4 100.0% 2 100.0% 2 100.0%

Not Answered 0 0 0 0 0 0 0 0


Achievement Score 13.3% 0.0% 50.0% - 0.0% 25.0% 0.0% 0.0%

Correlation with Satisfaction 0.494 - 1.000 - 1.000 0.610 - -

Priority Rating Top - Top - Top Top - -

Q54. If your request for service was denied, did your Care Coordinator talk to you about the appeal process andabout additional information that might be helpful to submit for an appeal?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 17 23.3% 4 23.5% 1 9.1% 1 16.7% 3 27.3% 2 16.7% 3 37.5% 3 37.5%

Sometimes 12 16.4% 4 23.5% 1 9.1% 1 16.7% 1 9.1% 4 33.3% 1 12.5% 0 0.0%

Usually 11 15.1% 2 11.8% 3 27.3% 1 16.7% 3 27.3% 1 8.3% 1 12.5% 0 0.0%

Always 33 45.2% 7 41.2% 6 54.5% 3 50.0% 4 36.4% 5 41.7% 3 37.5% 5 62.5%

Request for service wasnot denied 60 7 9 6 8 9 13 8

Total 73 100.0% 17 100.0% 11 100.0% 6 100.0% 11 100.0% 12 100.0% 8 100.0% 8 100.0%

Not Answered 8 0 2 2 1 2 1 0




Priority Rating Medium Medium Top Medium Medium Top Top Medium





Q55. Are you satisfied with your Care Coordinator?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 3 2.2% 1 4.2% 0 0.0% 0 0.0% 0 0.0% 1 4.5% 0 0.0% 1 6.7%

Sometimes 10 7.3% 2 8.3% 1 4.5% 1 7.1% 2 10.5% 2 9.1% 0 0.0% 2 13.3%

Usually 29 21.2% 8 33.3% 4 18.2% 2 14.3% 6 31.6% 3 13.6% 6 28.6% 0 0.0%

Always 95 69.3% 13 54.2% 17 77.3% 11 78.6% 11 57.9% 16 72.7% 15 71.4% 12 80.0%

Total 137 100.0% 24 100.0% 22 100.0% 14 100.0% 19 100.0% 22 100.0% 21 100.0% 15 100.0%

Not Answered 4 0 0 0 1 1 1 1




Priority Rating Low Low Low Low Low High High Top

About YouQ56. In general, how would you rate your overall health now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Excellent 20 4.7% 2 3.1% 1 1.8% 2 3.9% 5 8.5% 6 8.7% 0 0.0% 4 5.6%

Very good 58 13.6% 4 6.2% 9 15.8% 8 15.7% 9 15.3% 8 11.6% 7 12.5% 13 18.3%

Good 141 32.9% 24 36.9% 20 35.1% 16 31.4% 16 27.1% 19 27.5% 18 32.1% 28 39.4%

Fair 164 38.3% 29 44.6% 21 36.8% 19 37.3% 25 42.4% 26 37.7% 24 42.9% 20 28.2%

Poor 45 10.5% 6 9.2% 6 10.5% 6 11.8% 4 6.8% 10 14.5% 7 12.5% 6 8.5%

Total 428 100.0% 65 100.0% 57 100.0% 51 100.0% 59 100.0% 69 100.0% 56 100.0% 71 100.0%

Not Answered 5 0 0 1 0 2 2 0

Q57. What is your age now?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

18 to 24 48 11.1% 8 12.3% 7 12.3% 5 9.6% 9 15.3% 3 4.2% 5 8.6% 11 15.5%

25 to 34 55 12.7% 8 12.3% 3 5.3% 8 15.4% 5 8.5% 11 15.5% 7 12.1% 13 18.3%

35 to 44 90 20.8% 11 16.9% 14 24.6% 10 19.2% 12 20.3% 15 21.1% 18 31.0% 10 14.1%

45 to 54 100 23.1% 17 26.2% 14 24.6% 9 17.3% 18 30.5% 18 25.4% 10 17.2% 14 19.7%

55 to 64 124 28.6% 20 30.8% 17 29.8% 18 34.6% 13 22.0% 21 29.6% 13 22.4% 22 31.0%

65 to 74 13 3.0% 1 1.5% 1 1.8% 2 3.8% 2 3.4% 3 4.2% 3 5.2% 1 1.4%

75 or older 3 0.7% 0 0.0% 1 1.8% 0 0.0% 0 0.0% 0 0.0% 2 3.4% 0 0.0%

Total 433 100.0% 65 100.0% 57 100.0% 52 100.0% 59 100.0% 71 100.0% 58 100.0% 71 100.0%

Not Answered 0 0 0 0 0 0 0 0




About You (continued)

Q58. Are you male or female?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Male 169 39.2% 21 32.3% 27 47.4% 28 54.9% 20 33.9% 25 35.7% 16 27.6% 32 45.1%

Female 262 60.8% 44 67.7% 30 52.6% 23 45.1% 39 66.1% 45 64.3% 42 72.4% 39 54.9%

Total 431 100.0% 65 100.0% 57 100.0% 51 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 2 0 0 1 0 1 0 0

Q59. What is the highest grade or level of school that you have completed?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

8th grade or less 37 8.8% 2 3.3% 7 12.5% 6 12.0% 5 8.8% 6 8.7% 4 7.0% 7 9.9%

Some high school, butdid not graduate 81 19.2% 14 23.0% 9 16.1% 8 16.0% 17 29.8% 12 17.4% 9 15.8% 12 16.9%

High school graduate orGED 151 35.9% 21 34.4% 14 25.0% 24 48.0% 18 31.6% 31 44.9% 20 35.1% 23 32.4%

Some college or 2-yeardegree 125 29.7% 21 34.4% 17 30.4% 11 22.0% 14 24.6% 19 27.5% 20 35.1% 23 32.4%

4-year college degree 20 4.8% 2 3.3% 8 14.3% 1 2.0% 2 3.5% 0 0.0% 4 7.0% 3 4.2%

More than a 4-yearcollege degree 7 1.7% 1 1.6% 1 1.8% 0 0.0% 1 1.8% 1 1.4% 0 0.0% 3 4.2%

Total 421 100.0% 61 100.0% 56 100.0% 50 100.0% 57 100.0% 69 100.0% 57 100.0% 71 100.0%

Not Answered 12 4 1 2 2 2 1 0

Q60. Are you of Hispanic or Latino origin or descent?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes, Hispanic or Latino 12 2.9% 1 1.7% 4 7.1% 1 2.0% 1 1.7% 3 4.3% 0 0.0% 2 3.1%

No, Not Hispanic orLatino 405 97.1% 59 98.3% 52 92.9% 50 98.0% 57 98.3% 67 95.7% 57 100.0% 63 96.9%

Total 417 100.0% 60 100.0% 56 100.0% 51 100.0% 58 100.0% 70 100.0% 57 100.0% 65 100.0%

Not Answered 16 5 1 1 1 1 1 6





Q61.1. What is your race? Response: White.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 260 60.6% 35 54.7% 34 61.8% 18 34.6% 50 84.7% 31 44.3% 46 79.3% 46 64.8%

No 169 39.4% 29 45.3% 21 38.2% 34 65.4% 9 15.3% 39 55.7% 12 20.7% 25 35.2%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0

Q61.2. What is your race? Response: Black or African-American.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 151 35.2% 26 40.6% 18 32.7% 30 57.7% 9 15.3% 38 54.3% 10 17.2% 20 28.2%

No 278 64.8% 38 59.4% 37 67.3% 22 42.3% 50 84.7% 32 45.7% 48 82.8% 51 71.8%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0

Q61.3. What is your race? Response: Asian.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 4 0.9% 1 1.6% 2 3.6% 1 1.9% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

No 425 99.1% 63 98.4% 53 96.4% 51 98.1% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0

Q61.4. What is your race? Response: Native Hawaiian or other Pacific Islander.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 2 0.5% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 2 2.8%

No 427 99.5% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 69 97.2%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0





Q61.5. What is your race? Response: American Indian or Alaska Native.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 23 5.4% 3 4.7% 2 3.6% 7 13.5% 1 1.7% 4 5.7% 4 6.9% 2 2.8%

No 406 94.6% 61 95.3% 53 96.4% 45 86.5% 58 98.3% 66 94.3% 54 93.1% 69 97.2%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0

Q61.6. What is your race? Response: Other.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 22 5.1% 4 6.3% 1 1.8% 2 3.8% 1 1.7% 2 2.9% 5 8.6% 7 9.9%

No 407 94.9% 60 93.8% 54 98.2% 50 96.2% 58 98.3% 68 97.1% 53 91.4% 64 90.1%

Total 429 100.0% 64 100.0% 55 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 4 1 2 0 0 1 0 0

Q62. Did someone help you complete this survey?

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 139 32.2% 15 23.1% 19 33.3% 22 42.3% 19 32.2% 22 31.4% 17 29.3% 25 35.2%

No 293 67.8% 50 76.9% 38 66.7% 30 57.7% 40 67.8% 48 68.6% 41 70.7% 46 64.8%

Total 432 100.0% 65 100.0% 57 100.0% 52 100.0% 59 100.0% 70 100.0% 58 100.0% 71 100.0%

Not Answered 1 0 0 0 0 1 0 0

Q63.1. How did that person help you? Response: Read the questions to me.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 82 59.4% 11 73.3% 10 55.6% 14 63.6% 10 52.6% 13 59.1% 7 41.2% 17 68.0%

No 56 40.6% 4 26.7% 8 44.4% 8 36.4% 9 47.4% 9 40.9% 10 58.8% 8 32.0%

Total 138 100.0% 15 100.0% 18 100.0% 22 100.0% 19 100.0% 22 100.0% 17 100.0% 25 100.0%

Not Answered 1 0 1 0 0 0 0 0





Q63.2. How did that person help you? Response: Wrote down the answers I gave.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 59 42.8% 7 46.7% 7 38.9% 8 36.4% 7 36.8% 9 40.9% 9 52.9% 12 48.0%

No 79 57.2% 8 53.3% 11 61.1% 14 63.6% 12 63.2% 13 59.1% 8 47.1% 13 52.0%

Total 138 100.0% 15 100.0% 18 100.0% 22 100.0% 19 100.0% 22 100.0% 17 100.0% 25 100.0%

Not Answered 1 0 1 0 0 0 0 0

Q63.3. How did that person help you? Response: Answered the questions for me.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 49 35.5% 5 33.3% 4 22.2% 8 36.4% 8 42.1% 7 31.8% 7 41.2% 10 40.0%

No 89 64.5% 10 66.7% 14 77.8% 14 63.6% 11 57.9% 15 68.2% 10 58.8% 15 60.0%

Total 138 100.0% 15 100.0% 18 100.0% 22 100.0% 19 100.0% 22 100.0% 17 100.0% 25 100.0%

Not Answered 1 0 1 0 0 0 0 0

Q63.4. How did that person help you? Response: Translated the questions into my language.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 12 8.7% 1 6.7% 1 5.6% 3 13.6% 1 5.3% 4 18.2% 0 0.0% 2 8.0%

No 126 91.3% 14 93.3% 17 94.4% 19 86.4% 18 94.7% 18 81.8% 17 100.0% 23 92.0%

Total 138 100.0% 15 100.0% 18 100.0% 22 100.0% 19 100.0% 22 100.0% 17 100.0% 25 100.0%

Not Answered 1 0 1 0 0 0 0 0

Q63.5. How did that person help you? Response: Helped in some other way.

NC Overall

N %

Alliance

N %

Cardinal

N %

Eastpointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 17 12.3% 4 26.7% 4 22.2% 2 9.1% 1 5.3% 1 4.5% 3 17.6% 2 8.0%

No 121 87.7% 11 73.3% 14 77.8% 20 90.9% 18 94.7% 21 95.5% 14 82.4% 23 92.0%

Total 138 100.0% 15 100.0% 18 100.0% 22 100.0% 19 100.0% 22 100.0% 17 100.0% 25 100.0%

Not Answered 1 0 1 0 0 0 0 0


867-01 01 CZKAE

All information that would let someone identify you or your family will be kept private. The research staff will not share your personal information with anyone without your OK. You may choose to answer this survey or not. If you choose not to, this will not affect the benefits you get. You may notice a barcode number on the front of this survey. This number is ONLY used to let us know if you returned your survey so we don't have to send you reminders. If you want to know more about this study, please call 1-888-248-4046.

SURVEY INSTRUCTIONS

START HERE

PERSONAL OR FAMILY COUNSELING

People can get counseling, treatment or medicine for many different reasons, such as: ● For feeling depressed, anxious, or "stressed out" ● Personal problems (like when a loved one dies or when there are problems at work) ● Family problems (like marriage problems or when parents and children have trouble getting along) ● Needing help with drug or alcohol use ● For mental or emotional illness

1. In the last 12 months, did you get counseling, treatment or medicine for any of these reasons?

Yes If Yes, go to question 2 No If No, go to question 56 on page 7

Please be sure to fill the response circle completely. Use only black or blue ink or dark pencil to complete the survey.

Correct Incorrect Mark Marks You are sometimes told to skip over some questions in the survey. When this happens you will

see an arrow with a note that tells you what question to answer next, like this:

Yes If Yes, Go to Question 1 No

Page 104 of 308

867-02 02 CZKAE

YOUR COUNSELING AND TREATMENT IN THE LAST 12 MONTHS

The next questions ask about your counseling or treatment. Do not include counseling or treatment during an overnight stay or from a self-help group. 2. In the last 12 months, did you call

someone to get professional counseling on the phone for yourself?

Yes No If No, go to question 4

3. In the last 12 months, how often did you get the professional counseling you needed on the phone?

Never Sometimes Usually Always

4. In the last 12 months, did you need counseling or treatment right away?


5. In the last 12 months, when you needed counseling or treatment right away, how often did you see someone as soon as you wanted?


6. In the last 12 months, not counting times you needed counseling or treatment right away, did you make any appointments for counseling or treatment?


7. In the last 12 months, not counting times you needed counseling or treatment right away, how often did you get an appointment for counseling or treatment as soon as you wanted?


8. In the last 12 months, how many times did you go to an emergency room or crisis center to get counseling or treatment for yourself?

None 1 2 3 or more

9. In the last 12 months (not counting emergency rooms or crisis centers), how many times did you go to an office, clinic, or other treatment program to get counseling, treatment or medicine for yourself?

None If None, go to question 29 on page 4

1 to 10 11 to 20 21 or more

10. In the last 12 months, how often were you seen within 15 minutes of your appointment?


Page 105 of 308

867-03 03 CZKAE

The next questions are about all the counseling or treatment you got in the last 12 months during office, clinic, and emergency room visits as well as over the phone. Please do the best you can to include all the different people you went to for counseling or treatment in your answers. 11. In the last 12 months, how often did the

people you went to for counseling or treatment listen carefully to you?


12. In the last 12 months, how often did the people you went to for counseling or treatment explain things in a way you could understand?


13. In the last 12 months, how often did the people you went to for counseling or treatment show respect for what you had to say?


14. In the last 12 months, how often did the people you went to for counseling or treatment spend enough time with you?


15. In the last 12 months, how often did you feel safe when you were with the people you went to for counseling or treatment?


16. In the last 12 months, did you take any prescription medicines as part of your treatment?


17. In the last 12 months, were you told what side effects of those medicines to watch for?

Yes No

18. In the last 12 months, how often were you involved as much as you wanted in your counseling or treatment?


19. In the last 12 months, did anyone talk to you about whether to include your family or friends in your counseling or treatment?

Yes No

20. In the last 12 months, were you told about self-help or support groups, such as consumer-run groups or 12-step programs?

Yes No

21. In the last 12 months, were you given information about different kinds of counseling or treatment that are available?

Yes No

22. In the last 12 months, were you given as much information as you wanted about what you could do to manage your condition?

Yes No

Page 106 of 308

867-04 04 CZKAE

23. In the last 12 months, were you given information about your rights as a patient?

Yes No

24. In the last 12 months, did you feel you could refuse a specific type of medicine or treatment?

Yes No

25. In the last 12 months, as far as you know did anyone you went to for counseling or treatment share information with others that should have been kept private?

Yes No

26. Does your language, race, religion, ethnic background or culture make any difference in the kind of counseling or treatment you need?


27. In the last 12 months, was the care you received responsive to those needs?

Yes No

28. Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the best counseling or treatment possible, what number would you use to rate all your counseling or treatment in the last 12 months?

0 Worst Counseling or Treatment Possible

1 2 3 4 5 6 7 8 9 10 Best Counseling or Treatment

Possible

29. In the last 12 months, how much were you helped by the counseling or treatment you got?

Not at all A little Somewhat A lot

30. In general, how would you rate your overall mental health now?

Excellent Very Good Good Fair Poor

31. Compared to 12 months ago, how would you rate your ability to deal with daily problems now?

Much better A little better About the same A little worse Much worse

Page 107 of 308

867-05 05 CZKAE

32. Compared to 12 months ago, how would you rate your ability to deal with social situations now?


33. Compared to 12 months ago, how would you rate your ability to accomplish the things you want to do now?


34. Compared to 12 months ago, how would you rate your problems or symptoms now?


The next questions ask about your experience with the company or organization that handles your benefits for counseling or treatment. 35. In the last 12 months, did you use up all

your benefits for counseling or treatment?


36. At the time benefits were used up, did you think you still needed counseling or treatment?


37. Were you told about other ways to get counseling, treatment, or medicine?

Yes No

38. In the last 12 months, did you need approval for any counseling or treatment?


39. In the last 12 months, how much of a problem, if any, were delays in counseling or treatment while you waited for approval?

A big problem A small problem Not a problem

40. In the last 12 months, did you call customer service to get information or help about about counseling or treatment?


41. In the last 12 months, how much of a problem, if any, was it to get the help you needed when you called customer service?


REASONS FOR COUNSELING OR TREATMENT

42. In the last 12 months, was any of your counseling or treatment for personal problems, family problems, emotional illness, or mental illness?

Yes No

43. In the last 12 months, was any of your counseling or treatment for help with alcohol use or drug use?

Yes No

Page 108 of 308

867-06 06 CZKAE

CARE COORDINATION

44. Have you received Care Coordination for any services in the past 12 months?


45. Please identify the service categories that you received Care Coordination for in the past 12 months. (Please mark all that apply)

Intellectual and Developmental Disabilities

Mental Health Substance Use Other

46. It is easy to get in touch with my Care Coordinator when I need them.


47. My Care Coordinator responds to my calls in a timely manner.


48. If I have questions, my Care Coordinator helps me find the answers.


49. My Care Coordinator has helped me find services and people to support me in managing my care.


50. My Care Coordinator asks how best to support me.


51. I was given a draft of my Person Centered Plan to review before being asked to sign it.

Never Sometimes Usually Always I do not have a Person Centered Plan

52. I was satisfied with my Person Centered Plan prepared by the Care Coordinator.

Never Sometimes Usually If Usually, go to

question 54 Always If Always, go to

question 54 I do not have a Person Centered

Plan Go to question 54

53. If you were not satisfied with your plan, did you and/or the provider suggest revisions that were added to your plan?


54. If your request for service was denied, did your Care Coordinator talk to you about the appeal process and about additional information that might be helpful to submit for an appeal?

Never Sometimes Usually Always Request for service was not denied

Page 109 of 308

867-07 07 CZKAE

55. Are you satisfied with your Care Coordinator?


ABOUT YOU

56. In general, how would you rate your overall health now?


57. What is your age now?

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 or older

58. Are you male or female?

Male Female

59. What is the highest grade or level of school that you have completed?

8th grade or less Some high school, but did not graduate High school graduate or GED Some college or 2-year degree 4-year college graduate More than 4-year college degree

60. Are you of Hispanic or Latino origin or descent?

Yes, Hispanic or Latino No, not Hispanic or Latino

61. What is your race? Please mark one or more.

White Black or African-American Asian Native Hawaiian or other Pacific Islander American Indian or Alaska Native Other

62. Did someone help you complete this survey?

Yes If Yes, go to question 63 No Thank you. Please return the

completed survey in the postage-paid-envelope.

63. How did that person help you? Check all that apply.

Read the questions to me Wrote down the answers I gave Answered the questions for me Translated the questions into my

language Helped in some other way.

THANK YOU

Thanks again for taking the time to complete this survey! Your answers are greatly

appreciated.

When you are done, please use the enclosed postage-paid envelope to mail the survey to:

DataStat, 3975 Research Park Drive

Ann Arbor, MI 48108

Page 110 of 308

867-08 08 CZKAE

Page 111 of 308

Key Items - Adult

Question #

Question Wording

1 In the last 12 months, did you get counseling, treatment or medicine for any of these reasons?

2 In the last 12 months, did you call someone to get professional counseling on the phone for yourself?

4 In the last 12 months, did you need counseling or treatment right away?

6 In the last 12 months, not counting times you needed counseling or treatment right away, did you make any appointments for counseling or treatment?

9 In the last 12 months (not counting emergency rooms or crisis centers), how many times did you go to an office, clinic, or other treatment program to get counseling, treatment or medicine for yourself?

16 In the last 12 months, did you take any prescription medicines as part of your treatment?

26 Does your language, race, religion, ethnic background or culture make any difference in the kind of counseling or treatment you need?

28 Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the best counseling or treatment possible, what number would you use to rate all your counseling or treatment in the last 12 months?

30 In general, how would you rate your overall mental health now?

35 In the last 12 months, did you use up all your benefits for counseling or treatment?

38 In the last 12 months, did you need approval for any counseling or treatment?

40 In the last 12 months, did you call customer service to get information or help about counseling or treatment?

44 Have you received Care Coordination for any services in the past 12 months?

45 Please identify the service categories that you received Care Coordination for in the past 12 months.

46 It is easy to get in touch with my Care Coordinator when I need them.

47 My Care Coordinator responds to my calls in a timely manner.

48 If I have questions, my Care Coordinator helps me find the answers.

49 My Care Coordinator has helped me find services and people to support me in managing my care.

56 In general, how would you rate your overall health now?

57 What is your age now?

58 Are you male or female?

59 What is the highest grade or level of school that you have completed?

60 Are you of Hispanic or Latino origin or descent?

61 What is your race?

Page 112 of 308

3975 Research Park DriveAnn Arbor, MI 48108

North Carolina

CAHPS 3.0

Child Medicaid

ECHO© Report

December 2016

Page 113 of 308

Table of ContentsNC Child Medicaid

2016 NC CAHPS© 3.0 Child Medicaid ECHO© Report ¸ DataStat, Inc.

Using This Report 1

Executive Summary 3Key Strengths and Opportunities for Improvement 7Sample Disposition 8Response Rates 9

Methodology 10Survey MilestonesSampling FrameSelection of Cases for AnalysisQuestionnaireDefinition of Achievement ScoresDefinition of Top Box Scores and Hollow BarsCompositesCorrelation to SatisfactionStatistical Testing

Priority Matrices 13Composites 14Composite Items 15

Getting Treatment Quickly 16How Well Clinicians Communicate 17Getting Treatment and Information from the Plan 18Perceived Improvement 19

Overall Ratings 20Rating of counseling or treatment 21

Composites 22Getting Treatment Quickly 23How Well Clinicians Communicate 27Getting Treatment and Information from the Plan 33Perceived Improvement 36

Care Coordination ItemsUsually or always easy to get in touch with Care Coordinator when needed 41Care Coordinator usually or always responds to calls in timely manner 42Care Coordinator usually or always helps with answers to questions 43Care Coordinator usually or always helped find services/support with managing care 44Care Coordinator usually or always asks how best to support me and my child 45Usually or always given draft of Person Centered Plan to review prior to signing 46Usually or always satisfied with the Person Centered Plan prepared by the Care Coordinator 47If not satisfied with Person Centered Plan, Provider/I suggested revisions that were usually or always added to plan 48Service request was denied, Care Coordinator usually or always talked about appeal process and submitting anappeal 49Usually or always satisfied with Care Coordinator 50

Single ItemsUsually or always seen within 15 minutes of appointment time 51Told about side effects of medication 52Child usually or always had someone to talk to for counsling or treatment when troubled 53Told about different treatments that are available for condition 54Given as much information as wanted to manage condition 55Given information about rights as a patient 56Felt that they could refuse a specific type of treatment 57Confident about privacy of treatment information 58Care responsive to cultural needs 59A lot or somewhat helped by treatment 60Told about other ways to get treatment after benefits are used up 61

Responses by Question 62

Appendix A: Sample Questionnaire

Appendix B: Key Items

Page 114 of 308

Using this reportNC Child Medicaid


Copyright Notice: DataStat has created the format and organization of this report and retains that as its sole property, holds the copyrighton that portion of the report and conveys no interest in that portion of the report. Users of this report expressly agree not to copy orotherwise disseminate the format or organization which are DataStat's sole property without DataStat's written permission.

ECHO© is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).CAHPS© is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Results from the Consumer Satisfaction Survey for North Carolina Child Medicaid enrollees provide acomprehensive tool for assessing consumers' experiences with their health care. DataStat, Inc. conductedthe survey on behalf of The State of North Carolina Division of Medical Assistance (DMA) and TheCarolinas Center for Medical Excellence (CCME).

The instrument selected for the survey was the Child Experience of Care and Health Outcomes (ECHO©)Survey 3.0 (which is the CAHPS© behavoiral health survey) for use in assessing the performance of thehealth plans. The survey instrument used for the NC DMA child medicaid survey project consisted of fifty-eight core questions and twelve care coordination questions.

The majority of questions addressed domains of member experience such as getting treatment quickly,how well clinicians communicate, getting treatment and information from the plan, perceived improvement,and overall satisfaction with counseling and treatment.

This report is designed to allow NC DMA and the health plans to identify key opportunities for improvingmembers' experiences. Member responses to survey questions are summarized as achievement scores.Responses that indicate a positive experience are labeled as achievements, and an achievement score iscomputed as the proportion of responses qualifying as achievements. In general, somewhat positiveresponses are included with positive responses as achievements. For example, a member response of"Usually" or "Always" to the question "... when you needed couseling or treatment right away, how oftendid you see someone as soon as you wanted?" is considered an achievement, and the achievement scorefor this question is equal to the proportion of respondents who answered the question with "Usually" or"Always". Because achievement scores for survey questions are computed as the proportion of memberswho indicate a positive experience, the lower the achievement score, the greater the need for the healthplan to improve.

Achievement scores are computed and reported for all pertinent survey items. In addition, compositescores are built from achievements for groups of survey items that make up broad domains of members'experience: getting treatment quickly, how well clinicians communicate, getting treatment and informationfrom the plan, and perceived improvement.

The ECHO©-CAHPS© survey results are presented here in a format that is optimized for use in practicaldecision-making. Specifically, these reports can:

1. Assist health plans in identifying strengths and weaknesses in their quality of care andservices.

2. Provide health plans with a way to assess where resources can best be allocated toimprove weaknesses.

3. Show health plans the effects of their efforts to improve over time.

In the Composites section of the report, composite scores and the achievement scores for theircomponent questionnaire items are presented in the form of bar charts to facilitate comparison of scoresacross health plans or time.

Correlations with counseling or treatment satisfaction are computed for each composite score and eachachievement score of the composite's individual questionnaire items. In the Priority Matrices section of thereport, these correlations are plotted against the achievement scores to help isolate specific areas whereimprovement efforts might have the greatest chance of increasing counseling or treatment satisfactionamong members.


Using this reportNC Child Medicaid


Statistical significance tests are run comparing NC Child overall scores with each health plan score.Comparisons are presented in the Executive Summary and Graphs sections of the report.

Conclusions based on the information presented in this report should be tempered by a few caveats. First,for some survey items, relatively small numbers of responses could be collected due to skip patternsinherent in the instrument. Conclusions based on analysis of fewer than 30 observations should beviewed with caution. Second, in some of the data presentations included in this report, correlationcoefficients are computed to explore the relationship between different measures. High correlations,however, do not necessarily indicate causation.


Executive SummaryNC Child Medicaid


The Child Experience of Care and Health Outcomes (ECHO©) Survey 3.0 is the most comprehensive toolavailable for assessing consumers' experiences with counseling and treatment. ECHO© 3.0 providesconsumers, purchasers and health plans with information about a broad range of key consumer issues.

This report summarizes the findings of a child survey conducted for NC DMA. Attempts were made tosurvey 3,997 enrollee households by mail and telephone during the period from October 7, 2016 throughNovember 23, 2016, using a standardized survey procedure and questionnaire.

SUMMARY OF OVERALL RATING QUESTION

Response options for the counseling or treatment rating question range from 0 (worst) to 10 (best). In thetable below, ratings of 8, 9, or 10 are considered achievements, and the achievement score is presentedas a proportion of enrollees whose response was an achievement.

NC overall rating are presented along with each plan's rating. Statistical testing is performed between theNC overall score and each plan score. A significantly higher or lower score is indicated by an arrow abovethe bar.

0

10

20

30

40

50

60

70

80

90

100

Overall Rating Question

Hig

he

rL

ow

er

Q29. Rating of counseling or treatment

68.0%

67.5%

66.7%

72.2%

68.5%

64.4%

69.8%

67.6%

NC Overall

Alliance

Cardinal

East-|pointe

Partners

Sandhills

Smoky Mountain

Trillium





SUMMARY OF COMPOSITES

For each of four domains of member experience, Getting Treatment Quickly, How Well CliniciansCommunicate, Getting Treatment and Information from the Plan, and Perceived Improvement, acomposite score is calculated. The composite scores are intended to give a summary assessment of howthe plans performed across the domain.

NC Overall composite scores are presented along with the composite scores for each plan. Statisticaltesting is performed between the state overall score and each plan score. A significantly higher or lowerscore is indicated by an arrow above the bar.

In the table below, proportions of positive responses are reported as achievement scores. For the GettingTreatment Quickly and How Well Clinicians Communicate composites, responses of "Usually" or "Always"are considered achievements. For the Getting Treatment and Information from the Plan composite,responses of "Not a problem" are considered achievements. For the Perceived Improvement composite,responses of "Much better" or "A little better" are considered achievements.

0

10

20

30

40

50

60

70

80

90

100

Composites

Hig

he

rL

ow

er

é

ê

é

Getting TreatmentQuickly

é

How Well CliniciansCommunicate

Getting Treatmentand Information from

the Plan

PerceivedImprovement

63.5%

70.6%

55.2%

62.6%

60.4%

58.6%

62.8%

74.4%

88.3%

93.6%

85.8%

87.0%

88.2%

84.3%

90.4%

88.6%

43.8%

55.4%

44.9%

39.6%

55.2%

29.4%

50.8%

31.2%

61.3%

56.9%

62.4%

66.4%

58.0%

63.3%

62.0%

60.1%

NC Overall

Alliance

Cardinal

East-|pointe

Partners

Sandhills

Smoky Mountain

Trillium





SUMMARY OF CARE COORDINATION ITEMS

The MCO must provide Care Coordination per their contract with DMA. To ensure that they are followingthrough on their contractual obligations and to gauge beneficiary satisfaction and access to the administrativefunction, we asked the EQRO to add these questions to the ECHO. We felt that it would be beneficial to addthese questions to a current survey as opposed to creating a new survey.

The first five Care Coordination items are presented below. The remaining items are on the following page.Presented below are the NC Overall results along with each plan's results.

0

10

20

30

40

50

60

70

80

90

100

Care Coordination Items - Part 1H

igh

er

Lo

we

r


easy to get intouch with

CareCoordinator

when needed


alwaysresponds to

calls in timelymanner


always helpswith answersto questions


always helpedfind services/support withmanaging

care

ê


always askshow best tosupport me

and my child

80.7%

88.9%

70.3%

79.2%

85.7%

87.5%

76.5%

80.6%

82.9%

92.6%

81.1%

83.3%

86.1%

87.5%

75.0%

77.4%

81.0%

85.2%

78.4%

83.3%

80.6%

79.2%

78.8%

83.3%

75.8%

77.8%

70.3%

82.6%

75.0%

79.2%

72.7%

77.4%

76.9%

85.2%

61.1%

83.3%

77.8%

79.2%

73.5%

83.9%

NC Overall

Alliance

Cardinal

East-|pointe

Partners

Sandhills

Smoky Mountain

Trillium





SUMMARY OF CARE COORDINATION ITEMS (continued)

0

10

20

30

40

50

60

70

80

90

100

Care Coordination Items - Part 2

Hig

he

rL

ow

er


given draft ofPerson

Centered Planto review prior

to signing


satisfied withmy Person

Centered Planprepared by

the CareCoordinator

000Q53. If not

satisfied withPerson

Centered Plan,Provider/Isuggested

revisions thatwere usually

or alwaysadded to plan

Q54. If servicerequest

service denied,Care

Coordinatorusually or

always talkedabout appealprocess andinformationhelpful to

submitting anappeal


satisfied withCare

Coordinator

84.1%

85.0%

78.1%

94.1%

80.0%

80.0%

80.0%

100.0%

84.9%

85.7%

78.1%

94.1%

82.8%

81.8%

82.8%

95.5%

26.9%

33.3%

42.9%

0.0%

40.0%

0.0%

0.0%

100.0%

56.0%

66.7%

50.0%

66.7%

45.8%

56.3%

54.5%

62.5%

82.4%

88.9%

80.6%

83.3%

88.6%

78.3%

77.1%

80.0%

NC Overall

Alliance

Cardinal

East-|pointe

Partners

Sandhills

Smoky Mountain

Trillium





Key Strengths and Opportunities for Improvement

The following tables display the ten questions most highly correlated with NC Child Medicaid membersatisfaction with counseling and treatment, their corresponding achievement scores and correlations.Achievement scores are considered "high" when the score is 85% or higher.

Among the ten items, the five questions with the highest achievement scores are presented first as KeyStrengths. These are areas that appear to matter the most to members, and where the health plan isdoing well. The five questions with the lowest achievement scores are presented second, asOpportunities for Improvement. These are areas that appear to matter the most to members, but wherethe health plan is not doing as well and could focus quality improvement efforts.

Key Strengths

QuestionNC Child Medicaid Achievement Score


Q14. Clinicians usually or always showed respect 90.7 0.62

Q13. Clinicians usually or always explained things 90.5 0.62

Q12. Clinicians usually or always listened carefully 88.0 0.65

Q15. Clinicians usually or always spent enough time 83.3 0.59

Q58. Usually or always satisfied with Care Coordinator 82.4 0.58

Opportunities for Improvement

QuestionNC Child Medicaid Achievement Score


Q28. Care responsive to cultural needs 64.3 0.61

Q21. Child usually or always had someone to talk to for counsling or treatment when troubled

75.4 0.54

Q30. A lot or somewhat helped by treatment 76.8 0.66

Q53. Care Coordinator usually or always asks how best to support me and my child 76.9 0.56

Q51. Care Coordinator usually or always helps with answers to questions 81.0 0.56


Sample Disposition

Sample DispositionNC Child Medicaid


NC

OverallAlliance Cardinal

East-

pointePartners Sandhills

Smoky

MountainTrillium

First mailing - sent 3997 571 571 571 571 571 571 571

*First mailing - returned surveys 361 56 50 37 54 48 45 71

First mailing - usable returned surveys 299 47 45 33 37 40 34 63

Second mailing - sent 3579 523 501 488 530 514 522 501

*Second mailing - returned surveys 149 25 9 24 35 26 19 11

Second mailing - usable returned

surveys 124 20 9 19 31 19 18 8

*Phone - completed surveys 265 49 36 30 45 43 39 23

Phone - usable completed surveys 160 26 20 21 28 26 27 12

Total - usable surveys 583 93 74 73 96 85 79 83

†Ineligible: Language barrier 3 0 1 1 1 0 0 0

†Ineligible: Deceased 1 0 0 0 0 0 1 0

Bad address and/or bad phone number 481 54 88 104 39 80 44 72

Refusal 165 24 28 17 22 17 32 25

Nonresponse - Unavailable by mail or

phone 2572 363 359 358 375 357 391 369

Response Rate 19.4% 22.8% 16.7% 16.0% 23.5% 20.5% 18.1% 18.4%

Usable Rate 75.2% 71.5% 77.9% 80.2% 71.6% 72.6% 76.7% 79.0%

*Included in response rate numerator

†Excluded from response rate denominator

Note: Response Rate = Total Returned and Completed Surveys / Total Eligible CasesNote: Usable Rate = Total Usable Surveys / Total Returned and Completed Surveys


Response Rate ReportNC Child Medicaid


Response Rates

Variation Across Plans

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

HigherLower Response Rate

19.4% 7753,997

22.8% 130571

16.7% 95571

16.0% 91571

23.5% 134571

20.5% 117571

18.1% 103571

18.4% 105571

NC Overall

Alliance

Cardinal

East-pointe

Partners

Sandhills

Smoky Mountain

Trillium

ResponseRate

MailedSurveys

Returned& Completed

Surveys

A total random sample of 3,997 cases was drawn of child enrollees from the North Carolina plans. Thisconsisted of a random sample of 571 enrollees from each plan. To be eligible, child enrollees had to bebetween the ages of 12 and 17, and received services through the LME/MCO within the last year prior toAugust 2016.



MethodologyNC Child Medicaid


Methodology

The survey drew as potential respondents parents or guardians of child medicaid enrollees between theages of 12 to 17 who received mental health, substance abuse, or intellectual and developmental disabilityservices through the LME/MCO within the last year. Respondents were surveyed in English and Spanish.Spanish language materials were available to enrollees whom were indentified as Spanish speakers aswell as available on a request basis and were available with the 2nd survey mailing and phone follow-upphases.


Survey Milestones

1 1st mailing of survey packets: October 7, 20162 1st mailing of reminder postcards: October 12, 20163 2nd mailing of survey packets: October 25, 20164 Phone field: November 1, 20165 Mail and phone field terminated: November 23, 2016

Sampling Frame

A total random sample of 3,997 cases was drawn of child enrollees from the North Carolina plans. Thisconsisted of a random sample of 571 enrollees from each plan. To be eligible, child enrollees had to bebetween the ages of 12 and 17, and received services through the LME/MCO within the last year prior toAugust 2016.

Selection of Cases for Analysis

Surveys were considered complete if a respondent provided a valid response to 50% of the key itemslisted in Appendix B. Completed usable interviews were obtained from 583 parent/caretakers of NC ChildMedicaid enrollees, and the NC Child Medicaid usable response rate was 14.6%.

Questionnaire

The instrument selected for the survey was the CAHPS© 3.0 Child ECHO core survey for use in assessingthe performance of health plans. The survey instrument used for the NC Child Medicaid ECHO surveyproject consisted of fifty-eight core questions and twelve care coordination questions. The majority ofquestions addressed domains of member experience such as getting treatmente quickly, how wellclinicians communicate, getting treatment and information from the plan, preceived improvement, andsatisfaction with counseling or treatment.

Definition of Achievement Scores

Member responses to survey questions are summarized as achievement scores. Responses that indicatea positive experience are labeled as achievements, and an achievement score is computed equal to theproportion of responses qualifying as achievements. In general, somewhat positive responses areincluded with positive responses as achievements. For example, a member response of "Usually" or"Always" to the question "How often did your personal doctor listen carefully to you?" is considered anachievement, and responses of "8", "9", or "10" to ratings questions are also considered achievements.Because achievement scores for survey questions are computed as the proportion of enrollees whoindicate a positive experience, the lower the achievement score, the greater the need for the health plan to




improve. See the Responses by Question section for assignment of achievement responses for eachquestion.

Definition of Top Box Scores and Hollow Bars

Top Box scoring means only responses that indicate the most positive experience are labeled asachievements. For example a response of "Always" to the question "How often did this provider listencarefully to you?" is considered an achievement. Responses of "9" or "10" to the rating question are alsoconsidered achievements. Top Box scores are presented as alternate scores throughout this report andare visually displayed in the Graphs section as hollow bars.

Composites

Four composite scores summarize responses in key areas: Getting Treatment Quickly, How WellClinicians Communicate, Getting Treatment and Information from the Plan, and Perceived Improvement.Following is a list of the questions that comprise each composite:

Getting Treatment QuicklyQ3. Usually or always got help by telephoneQ5. Usually or always got urgent treatment as soon as neededQ7. Usually or always got appointment as soon as wanted

How Well Clinicians CommunicateQ12. Clinicians usually or always listened carefullyQ13. Clinicians usually or always explained thingsQ14. Clinicians usually or always showed respectQ15. Clinicians usually or always spent enough timeQ18. Usually or always involved as much as you wanted in treatment

Getting Treatment and Information from the PlanQ40. Delays in treatment while waiting for plan approvalQ42. Helpfulness of customer service



The composite scores presented in this report are calculated using a member-level scoring algorithm. First,an average of achievements is calculated for each member that appropriately answered at least onequestion in the composite. A composite achievement score is then calculated by taking the mean of thoseindividual member averages.

The "N" presented with the composite score is the number of members who appropriately answered atleast one question in that composite.

Correlation to Satisfaction

To understand the relationship between performance in particular areas of member experience and overallsatisfaction with counseling or treatment, correlations are computed between responses to specificperformance-related items and Q29, which is the rating question in the survey instrument measuringoverall satisfaction with counseling or treatment. The particular correlation computed is Pearson'sCorrelation Coefficient, which takes on values between -1 and 1. In the context of this report, coefficientsgreater than or equal to .4 are more highly correlated with satisfaction (medium to high); coefficients lessthan .4 represent lower correlations with satisfaction (medium to low).




Statistical Testing

Statistically significant differences between scores were determined using binomial and t-tests. If the testwas valid, a significance level of .05 or less was considered statistically significant and "é" or "ê" wasplaced at the end/top of the appropriate bar. Tests were considered valid when the number of cases usedto compute each score was 30 or greater, and there was non-zero variation in the tested groups.

Case-Mix Analysis

The majority of accomplishment scores presented in this report are case-mix adjusted to control fordifferences in the member population across plans. The results for 2016 are case-mix adjusted for age(Q64), education (Q66), and health status (Q59). Case-mix adjustment is applied to mitigate the effect ofdifferences in individual plan member populations. The variables chosen for case-mix adjustment arebeyond the control of the plans and have been shown to affect plan results and health care ratings. Forexample, individuals with higher levels of education generally rate lower for satisfaction.


Priority MatricesNC Child Medicaid


PRIORITY MATRICES

Priority matrices help focus improvement activities by graphically juxtaposing two kinds of information: themagnitude of health plan achievement scores and their Pearson correlation with overall counseling ortreatment satisfaction. Overall satisfaction with counseling or treatment is based on Q29, which asksrespondents to rate their experience with their counseling or treatment, using a 0-10 scale, from "Worstcounseling or treatment possible" to "Best counseling or treatment possible". Composites, and thequestions on which composites are based, achievement scores are plotted against their correlation withoverall counseling or treatment satisfaction.

With respect to achievement scores, higher scores are obviously better. With respect to correlationshowever, their magnitude is best considered not in terms of better or worse, but rather in terms ofimportance. In the context of quality improvement activities, the most important composites or ratings arethose which are most highly correlated with overall counseling and treatment satisfaction. For example, ifone composite is more highly correlated with overall counseling and treatment satisfaction than the others,improving service in that particular area is more likely to improve ratings of overall counseling andtreatment satisfaction over time. Conversely, if an item is weakly correlated with overall counseling andtreatment satisfaction, altering services in that domain won't significantly alter ratings of counseling andtreatment.

For the purposes of the priority matrix, an achievement score is considered "high" when the score is 85%or higher. Correlation coefficients greater than or equal to .4 are considered "highly correlated" withcounseling and treatment satisfaction; coefficients less than .4 are considered lower correlations withcounseling and treatment satisfaction. The plot of scores against correlations thus falls into a four-quadrant matrix, where the four quadrants are determined by an 85% score vertical axis and a .4correlation horizontal axis.

Ass

oci

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n**

Lo

wH

igh Top Priority

Low achievement scores on itemshighly associated with overall member

satisfaction.


High Priority

Already doing very well on items highlycorrelated with member satisfaction.Could decide to try to do even better.



Medium Priority

Low achievement scores on items onlyslightly associated with overall member

satisfaction.


Low Priority

Doing very well on items not highlycorrelated with member satisfaction.

Unlikely target for improvementactivities





Priority Matrix

Composites

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority



Low HighAchievement Score*40 45 50 55 60 65 70 75 80 85 90 95 100

.40




Getting Treatment and Informationfrom the Plan





Priority Matrix

Composite Items

Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority



Low HighAchievement Score*35 40 45 50 55 60 65 70 75 80 85 90 95 100

.40


3

5

7

12

13

1415

18

40

42 32

333435

Getting Treatment QuicklyQ3. Usually or always got help by telephoneQ5. Usually or always got urgent treatment as soon as neededQ7. Usually or always got appointment as soon as wanted

How Well Clinicians CommunicateQ12. Clinicians usually or always listened carefullyQ13. Clinicians usually or always explained thingsQ14. Clinicians usually or always showed respectQ15. Clinicians usually or always spent enough timeQ18. Usually or always involved as much as you wanted in treatment

Getting Treatment and Informationfrom the PlanQ40. Delays in treatment while waiting for plan approvalQ42. Helpfulness of customer service







Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

C

DE F

G

NC

Overall

A Alliance

B Cardinal

C East-pointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium






Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




60 65 70 75 80 85 90 95 100

.40

.80


AB

C

D

E

FG NC

Overall

A Alliance

B Cardinal

C East-pointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium






Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

C

D

E

F

G

NC

Overall

A Alliance

B Cardinal

C East-pointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium






Co

rrel

atio

n w

ith

Ove

rall

Sat

isfa

ctio

n

wit

h H

ealt

h P

lan

**

Lo

wH

igh

Top Priority



High Priority



Medium Priority



Low Priority




55 60 65 70 75 80 85 90 95 100

.40

.80


A

B

CD

EF

G

NC

Overall

A Alliance

B Cardinal

C East-pointe

D Partners

E Sandhills

F Smoky Mountain

G Trillium


Overall RatingsNC Child Medicaid


Overall Ratings

The CAHPS© 3.0 Child ECHO© survey uses a 0-10 rating for assessing overall experience withcounseling and treatment. In the table below, proportions of respondents assigning ratings of 8, 9, or 10are reported as achievement scores. Alternate top box scoring of 9 or 10 are presented as hollow bars.

The NC Overall overall score is compared to each plan's score. Statistical testing is run between the planscore data and the NC overall score, with an arrow beside the bar if applicable.


Overall RatingsNC Child Medicaid


Overall RatingsQ29. Rating of counseling or treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


68.0% 47.2%

67.5% 45.0%

66.7% 46.0%

72.2% 50.0%

68.5% 46.6%

64.4% 45.8%

69.8% 47.2%

67.6% 50.7%


Note: Hollow portion of bar represents proportions giving a rating of 9 or 10.

NC Overalln=453

Alliancen=80

Cardinaln=63

East-pointe

n=54

Partnersn=73

Sandhillsn=59

Smoky Mountainn=53

Trilliumn=71



CompositesNC Child Medicaid


Composites

Each achievement-related question from the survey is grouped with other questions that relate to thesame broad domain of performance. For example, the domain "How Well Clinicians Communicate"includes questions about how often people the respondent went to for counseling and treatment listenedcarefully and showed respect.

The achievement scores presented on the following pages reflect responses of "Usually" or "Always" tothe questions comprising the Getting Treatment Quickly and the How Well Clinicians Communicatecomposites; "Not a problem" to the Getting Treatment and Information from the Plan composite; "Muchbetter" or "A little better" to the Perceived Improvement composite. Alternate top box scoring is presentedwhen applicable as hollow bars.

NC Overall score is compared to the each plan's score. Statistical testing is run between the plan scoredata and the NC Overall data, with an arrow beside the bar if applicable. For full detail of response optionsfor each question and which responses qualify as achievements, please refer to the Responses byQuestion section.




Composites


0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


63.5%

70.6% é

55.2% ê

62.6%

60.4%

58.6%

62.8%

74.4% é


NC Overalln=473

Alliancen=77

Cardinaln=59

East-pointe

n=67

Partnersn=73

Sandhillsn=69

Smoky Mountainn=61

Trilliumn=67






Q3. Usually or always got help by telephone

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


39.4% 23.5%

44.0% 28.0%

31.0% 27.6%

32.3% 12.9%

34.8% 13.0%

42.9% 23.8%

39.1% 30.4%

61.1% 33.3%




NC Overalln=170

Alliancen=25*

Cardinaln=29*

East-pointe

n=31

Partnersn=23*

Sandhillsn=21*

Smoky Mountainn=23*

Trilliumn=18*






Q5. Usually or always got urgent treatment as soon as needed

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


69.4% 45.5%

83.9% é45.2%

58.5% 51.2%

74.3% 45.7%

68.4% 55.3%

61.8% 29.4%

70.0% 40.0%

73.1% 50.0%




NC Overalln=235

Alliancen=31

Cardinaln=41

East-pointe

n=35

Partnersn=38

Sandhillsn=34

Smoky Mountainn=30

Trilliumn=26*






Q7. Usually or always got appointment as soon as wanted

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


80.1% 48.5%

86.3% 45.2%

74.1% 46.3%

80.6% 48.4%

80.6% 55.2%

73.3% 50.0%

79.6% 53.7%

84.1% 41.3%



NC Overalln=433

Alliancen=73

Cardinaln=54

East-pointe

n=62

Partnersn=67

Sandhillsn=60

Smoky Mountainn=54

Trilliumn=63






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


88.3%

93.6% é

85.8%

87.0%

88.2%

84.3%

90.4%

88.6%


NC Overalln=463

Alliancen=81

Cardinaln=65

East-pointe

n=55

Partnersn=74

Sandhillsn=60

Smoky Mountainn=56

Trilliumn=72






Q12. Clinicians usually or always listened carefully

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


88.0% 65.1%

95.1% é66.7%

80.6% 62.9%

90.9% 63.6%

87.7% 64.4%

81.4% 64.4%

89.3% 64.3%

88.9% 68.1%



NC Overalln=458

Alliancen=81

Cardinaln=62

East-pointe

n=55

Partnersn=73

Sandhillsn=59

Smoky Mountainn=56

Trilliumn=72






Q13. Clinicians usually or always explained things

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


90.5% 67.7%

95.1% 72.8%

90.5% 66.7%

89.1% 58.2%

89.2% 66.2%

90.0% 66.7%

89.3% 73.2%

88.9% 68.1%



NC Overalln=461

Alliancen=81

Cardinaln=63

East-pointe

n=55

Partnersn=74

Sandhillsn=60

Smoky Mountainn=56

Trilliumn=72






Q14. Clinicians usually or always showed respect

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


90.7% 71.1%

95.1% 79.0%

87.3% 73.0%

89.1% 67.3%

87.8% 62.2%

90.0% 70.0%

92.9% 69.6%

91.7% 75.0%



NC Overalln=461

Alliancen=81

Cardinaln=63

East-pointe

n=55

Partnersn=74

Sandhillsn=60

Smoky Mountainn=56

Trilliumn=72






Q15. Clinicians usually or always spent enough time

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


83.3% 54.6%

88.9% 55.6%

84.1% 55.6%

76.4% 47.3%

82.4% 56.8%

78.0% 50.8%

89.3% 60.7%

81.9% 54.2%



NC Overalln=460

Alliancen=81

Cardinaln=63

East-pointe

n=55

Partnersn=74

Sandhillsn=59

Smoky Mountainn=56

Trilliumn=72






Q18. Usually or always involved as much as you wanted in treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


90.3% 71.9%

96.3% é71.6%

82.8% 67.2%

87.3% 67.3%

95.9% é83.8%

81.7% 71.7%

94.6% 73.2%

90.3% 66.7%



NC Overalln=462

Alliancen=81

Cardinaln=64

East-pointe

n=55

Partnersn=74

Sandhillsn=60

Smoky Mountainn=56

Trilliumn=72






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


43.8%

55.4%

44.9%

39.6%

55.2%

29.4%

50.8%

31.2%



NC Overalln=208

Alliancen=34

Cardinaln=28*

East-pointen=29*

Partnersn=33

Sandhillsn=31

Smoky Mountainn=22*

Trilliumn=31






Q40. Delays in treatment while waiting for plan approval

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


42.4%

46.4%

33.3%

45.8%

50.0%

42.9%

44.4%

34.5%



NC Overalln=172

Alliancen=28*

Cardinaln=21*

East-pointen=24*

Partnersn=24*

Sandhillsn=28*

Smoky Mountainn=18*

Trilliumn=29*






Q42. Helpfulness of customer service

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


46.5%

52.6%

43.8%

50.0%

53.8%

33.3%

57.1%

25.0%



NC Overalln=86

Alliancen=19*

Cardinaln=16*

East-pointen=14*

Partnersn=13*

Sandhillsn=9*

Smoky Mountainn=7*

Trilliumn=8*






0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


61.3%

56.9%

62.4%

66.4%

58.0%

63.3%

62.0%

60.1%


NC Overalln=578

Alliancen=93

Cardinaln=72

East-pointe

n=73

Partnersn=95

Sandhillsn=85

Smoky Mountainn=78

Trilliumn=82






Q32. Compare ability to deal with daily problems to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


64.6% 28.4%

60.2% 25.8%

66.7% 23.6%

66.2% 25.4%

62.8% 31.9%

67.9% 32.1%

69.2% 37.2%

60.5% 22.2%



NC Overalln=573

Alliancen=93

Cardinaln=72

East-pointe

n=71

Partnersn=94

Sandhillsn=84

Smoky Mountainn=78

Trilliumn=81






Q33. Compare ability to deal with social situations to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


58.6% 22.2%

52.7% 17.2%

56.9% 18.1%

59.7% 23.6%

66.0% 25.5%

60.0% 21.2%

61.0% 28.6%

53.8% 21.3%



NC Overalln=573

Alliancen=93

Cardinaln=72

East-pointe

n=72

Partnersn=94

Sandhillsn=85

Smoky Mountainn=77

Trilliumn=80






Q34. Compare ability to accomplish things to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


60.8% 25.0%

54.3% 22.8%

54.2% 16.7%

69.4% 23.6%

60.0% 28.4%

65.9% 22.4%

63.6% 33.8%

59.5% 26.6%



NC Overalln=572

Alliancen=92

Cardinaln=72

East-pointe

n=72

Partnersn=95

Sandhillsn=85

Smoky Mountainn=77

Trilliumn=79






Q35. Compare ability to deal with symptoms or problems to 1 year ago

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


60.6% 26.0%

57.6% 27.2%

58.3% 18.1%

65.8% 24.7%

57.4% 29.8%

58.8% 23.5%

71.8% é37.2%

56.3% 20.0%



NC Overalln=574

Alliancen=92

Cardinaln=72

East-pointe

n=73

Partnersn=94

Sandhillsn=85

Smoky Mountainn=78

Trilliumn=80



Care Coordination ItemsNC Child Medicaid



Q49. Usually or always easy to get in touch with Care Coordinator whenneeded

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


80.7% 50.9%

88.9% 63.0%

70.3% 45.9%

79.2% 45.8%

85.7% 48.6%

87.5% 50.0%

76.5% 58.8%

80.6% 45.2%




NC Overalln=212

Alliancen=27*

Cardinaln=37

East-pointen=24*

Partnersn=35

Sandhillsn=24*

Smoky Mountainn=34

Trilliumn=31






Q50. Care Coordinator usually or always responds to calls in timely manner

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


82.9% 52.6%

92.6% 55.6%

81.1% 45.9%

83.3% 50.0%

86.1% 47.2%

87.5% 58.3%

75.0% 65.6%

77.4% 48.4%




NC Overalln=211

Alliancen=27*

Cardinaln=37

East-pointen=24*

Partnersn=36

Sandhillsn=24*

Smoky Mountainn=32

Trilliumn=31






Q51. Care Coordinator usually or always helps with answers to questions

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


81.0% 51.2%

85.2% 48.1%

78.4% 54.1%

83.3% 54.2%

80.6% 44.4%

79.2% 62.5%

78.8% 54.5%

83.3% 43.3%




NC Overalln=211

Alliancen=27*

Cardinaln=37

East-pointen=24*

Partnersn=36

Sandhillsn=24*

Smoky Mountainn=33

Trilliumn=30






Q52. Care Coordinator usually or always helped find services/support withmanaging care

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


75.8% 49.8%

77.8% 44.4%

70.3% 54.1%

82.6% 47.8%

75.0% 41.7%

79.2% 62.5%

72.7% 57.6%

77.4% 41.9%




NC Overalln=211

Alliancen=27*

Cardinaln=37

East-pointen=23*

Partnersn=36

Sandhillsn=24*

Smoky Mountainn=33

Trilliumn=31






Q53. Care Coordinator usually or always asks how best to support me andmy child

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


76.9% 53.3%

85.2% 55.6%

61.1% ê52.8%

83.3% 54.2%

77.8% 52.8%

79.2% 58.3%

73.5% 50.0%

83.9% 51.6%




NC Overalln=212

Alliancen=27*

Cardinaln=36

East-pointen=24*

Partnersn=36

Sandhillsn=24*

Smoky Mountainn=34

Trilliumn=31






Q54. Usually or always given draft of Person Centered Plan to review prior tosigning

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


84.1% 71.2%

85.0% 70.0%

78.1% 68.8%

94.1% 76.5%

80.0% 66.7%

80.0% 70.0%

80.0% 66.7%

100.0% 85.7%




NC Overalln=170

Alliancen=20*

Cardinaln=32

East-pointen=17*

Partnersn=30

Sandhillsn=20*

Smoky Mountainn=30

Trilliumn=21*






Q55. Usually or always satisfied with the Person Centered Plan prepared bythe Care Coordinator

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


84.9% 61.0%

85.7% 52.4%

78.1% 43.8%

94.1% 82.4%

82.8% 62.1%

81.8% 68.2%

82.8% 58.6%

95.5% 72.7%




NC Overalln=172

Alliancen=21*

Cardinaln=32

East-pointen=17*

Partnersn=29*

Sandhillsn=22*

Smoky Mountainn=29*

Trilliumn=22*






Q56. If not satisfied with Person Centered Plan, Provider/I suggestedrevisions that were usually or always added to plan

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


26.9%

33.3%

42.9%

0

40.0% 20.0%

0

0

100.0%




NC Overalln=26*

Alliancen=3*

Cardinaln=7*

East-pointe

n=1*

Partnersn=5*

Sandhillsn=4*

Smoky Mountainn=5*

Trilliumn=1*






Q57. Service request was denied, Care Coordinator usually or always talkedabout appeal process and submitting an appeal

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


56.0% 44.8%

66.7% 50.0%

50.0% 35.0%

66.7% 46.7%

45.8% 45.8%

56.3% 50.0%

54.5% 45.5%

62.5% 43.8%




NC Overalln=125

Alliancen=12*

Cardinaln=20*

East-pointen=15*

Partnersn=24*

Sandhillsn=16*

Smoky Mountainn=22*

Trilliumn=16*






Q58. Usually or always satisfied with Care Coordinator

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


82.4% 58.6%

88.9% 59.3%

80.6% 55.6%

83.3% 62.5%

88.6% 60.0%

78.3% 56.5%

77.1% 60.0%

80.0% 56.7%




NC Overalln=210

Alliancen=27*

Cardinaln=36

East-pointen=24*

Partnersn=35

Sandhillsn=23*

Smoky Mountainn=35

Trilliumn=30



Single ItemsNC Child Medicaid


Single Items

Q11. Usually or always seen within 15 minutes of appointment time

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


70.0% 40.6%

72.8% 44.4%

63.5% 39.7%

60.0% 30.9%

68.5% 43.8%

79.3% 50.0%

70.9% 41.8%

73.2% 32.4%



NC Overalln=456

Alliancen=81

Cardinaln=63

East-pointe

n=55

Partnersn=73

Sandhillsn=58

Smoky Mountainn=55

Trilliumn=71





Single Items

Q17. Told about side effects of medication

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


79.9%

69.8%

78.8%

79.1%

83.3%

82.9%

89.2%

80.7%


NC Overalln=353

Alliancen=63

Cardinaln=52

East-pointe

n=43

Partnersn=60

Sandhillsn=41

Smoky Mountainn=37

Trilliumn=57





Single Items

Q21. Child usually or always had someone to talk to for counsling ortreatment when troubled

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


75.4% 51.0%

76.5% 49.4%

72.3% 49.2%

78.2% 50.9%

78.1% 52.1%

74.6% 55.9%

80.0% 47.3%

69.0% 52.1%



NC Overalln=459

Alliancen=81

Cardinaln=65

East-pointe

n=55

Partnersn=73

Sandhillsn=59

Smoky Mountainn=55

Trilliumn=71





Single Items

Q22. Told about different treatments that are available for condition

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


69.4%

59.3% ê

72.3%

78.2%

73.0%

65.0%

76.4%

66.2%


NC Overalln=461

Alliancen=81

Cardinaln=65

East-pointe

n=55

Partnersn=74

Sandhillsn=60

Smoky Mountainn=55

Trilliumn=71





Single Items

Q23. Given as much information as wanted to manage condition

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


74.8%

74.1%

72.6%

70.9%

76.7%

76.3%

78.2%

74.6%


NC Overalln=456

Alliancen=81

Cardinaln=62

East-pointe

n=55

Partnersn=73

Sandhillsn=59

Smoky Mountainn=55

Trilliumn=71





Single Items

Q24. Given information about rights as a patient

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


90.3%

88.9%

88.7%

92.6%

93.2%

86.2%

94.5%

88.7%


NC Overalln=454

Alliancen=81

Cardinaln=62

East-pointe

n=54

Partnersn=73

Sandhillsn=58

Smoky Mountainn=55

Trilliumn=71





Single Items

Q25. Felt that they could refuse a specific type of treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


86.3%

85.2%

82.0%

83.3%

91.8%

87.7%

90.9%

82.9%


NC Overalln=451

Alliancen=81

Cardinaln=61

East-pointe

n=54

Partnersn=73

Sandhillsn=57

Smoky Mountainn=55

Trilliumn=70





Single Items

Q26. Confident about privacy of treatment information

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


95.6%

98.8% é

93.5%

92.7%

94.4%

93.2%

96.3%

98.6% é


NC Overalln=454

Alliancen=81

Cardinaln=62

East-pointe

n=55

Partnersn=72

Sandhillsn=59

Smoky Mountainn=54

Trilliumn=71





Single Items

Q28. Care responsive to cultural needs

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


64.3%

50.0%

57.1%

50.0%

100.0%

66.7%

75.0%

33.3%



NC Overalln=28*

Alliancen=4*

Cardinaln=7*

East-pointe

n=2*

Partnersn=5*

Sandhillsn=3*

Smoky Mountainn=4*

Trilliumn=3*





Single Items

Q30. A lot or somewhat helped by treatment

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


76.8% 41.9%

73.9% 39.1%

80.3% 36.6%

74.6% 45.1%

80.4% 41.3%

67.5% ê36.1%

80.3% 46.1%

81.3% 50.0%


Note: Hollow portion of bar represents proportions giving a response of A Lot.

NC Overalln=565

Alliancen=92

Cardinaln=71

East-pointe

n=71

Partnersn=92

Sandhillsn=83

Smoky Mountainn=76

Trilliumn=80





Single Items

Q38. Told about other ways to get treatment after benefits are used up

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100


59.0%

41.2%

45.5%

50.0%

90.0%

64.3%

85.7%

55.6%



NC Overalln=78

Alliancen=17*

Cardinaln=11*

East-pointen=10*

Partnersn=10*

Sandhillsn=14*

Smoky Mountainn=7*

Trilliumn=9*



Responses by QuestionNC Child Medicaid


Responses by Question

Personal or Family CounselingChildren can get counseling, treatment or medicine for many different reasons, such as:

• For problems related to attention deficit hyperactivity disorder (ADHD) or other behavior oremotional problems

• Family problems (like when parents and children have trouble getting along)• For mental or emotional illness• For autism or other developmental conditions• Needing help with drug or alcohol use

Q1. In the last 12 months, did your child get counseling, treatment or medicine for any of these reasons?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 554 100.0% 91 100.0% 69 100.0% 69 100.0% 93 100.0% 79 100.0% 75 100.0% 78 100.0%

No 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

Total 554 100.0% 91 100.0% 69 100.0% 69 100.0% 93 100.0% 79 100.0% 75 100.0% 78 100.0%

Not Answered 29 2 5 4 3 6 4 5

Your child's Counseling and Treatment in the Last 12 MonthsThe next questions ask about your child's counseling or treatment. Do not include counseling or treatmentduring an overnight stay or from a self-help group.

Q2. In the last 12 months, did you call someone to get professional counseling on the phone for your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 172 30.0% 25 26.9% 29 39.7% 31 44.3% 23 24.0% 21 25.0% 24 31.6% 19 23.2%

No 402 70.0% 68 73.1% 44 60.3% 39 55.7% 73 76.0% 63 75.0% 52 68.4% 63 76.8%

Total 574 100.0% 93 100.0% 73 100.0% 70 100.0% 96 100.0% 84 100.0% 76 100.0% 82 100.0%

Not Answered 9 0 1 3 0 1 3 1




Your child's Counseling and Treatment in the Last 12 Months (continued)

Q3. In the last 12 months, how often did you get the professional counseling your child needed on the phone?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 28 16.5% 3 12.0% 5 17.2% 5 16.1% 1 4.3% 7 33.3% 5 21.7% 2 11.1%

Sometimes 75 44.1% 11 44.0% 15 51.7% 16 51.6% 14 60.9% 5 23.8% 9 39.1% 5 27.8%

Usually 27 15.9% 4 16.0% 1 3.4% 6 19.4% 5 21.7% 4 19.0% 2 8.7% 5 27.8%

Always 40 23.5% 7 28.0% 8 27.6% 4 12.9% 3 13.0% 5 23.8% 7 30.4% 6 33.3%

Total 170 100.0% 25 100.0% 29 100.0% 31 100.0% 23 100.0% 21 100.0% 23 100.0% 18 100.0%

Not Answered 2 0 0 0 0 0 1 1



Correlation with Satisfaction 0.212 0.330 0.255 0.153 0.510 0.186 -0.127 0.278

Priority Rating Medium Medium Medium Medium Top Medium Medium Medium

Q4. In the last 12 months, did your child need counseling or treatment right away?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 242 42.4% 32 34.8% 43 58.1% 36 51.4% 38 40.0% 34 41.0% 32 42.1% 27 33.3%

No 329 57.6% 60 65.2% 31 41.9% 34 48.6% 57 60.0% 49 59.0% 44 57.9% 54 66.7%

Total 571 100.0% 92 100.0% 74 100.0% 70 100.0% 95 100.0% 83 100.0% 76 100.0% 81 100.0%

Not Answered 12 1 0 3 1 2 3 2

Q5. In the last 12 months, when your child needed counseling or treatment right away, how often did he or shesee someone as soon as you wanted?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 17 7.2% 2 6.5% 5 12.2% 0 0.0% 2 5.3% 5 14.7% 2 6.7% 1 3.8%

Sometimes 55 23.4% 3 9.7% 12 29.3% 9 25.7% 10 26.3% 8 23.5% 7 23.3% 6 23.1%

Usually 56 23.8% 12 38.7% 3 7.3% 10 28.6% 5 13.2% 11 32.4% 9 30.0% 6 23.1%

Always 107 45.5% 14 45.2% 21 51.2% 16 45.7% 21 55.3% 10 29.4% 12 40.0% 13 50.0%

Total 235 100.0% 31 100.0% 41 100.0% 35 100.0% 38 100.0% 34 100.0% 30 100.0% 26 100.0%

Not Answered 7 1 2 1 0 0 2 1




Priority Rating Top Medium Top Medium Top Top Top Top





Q6. In the last 12 months, not counting times your child needed counseling or treatment right away, did youmake any appointments for your child for counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 449 77.8% 76 83.5% 58 78.4% 63 87.5% 68 70.8% 63 75.0% 55 70.5% 66 80.5%

No 128 22.2% 15 16.5% 16 21.6% 9 12.5% 28 29.2% 21 25.0% 23 29.5% 16 19.5%

Total 577 100.0% 91 100.0% 74 100.0% 72 100.0% 96 100.0% 84 100.0% 78 100.0% 82 100.0%

Not Answered 6 2 0 1 0 1 1 1

Q7. In the last 12 months, not counting times your child needed counseling or treatment right away, how oftendid your child get an appointment for counseling or treatment as soon as you wanted?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 10 2.3% 1 1.4% 1 1.9% 0 0.0% 0 0.0% 4 6.7% 1 1.9% 3 4.8%

Sometimes 76 17.6% 9 12.3% 13 24.1% 12 19.4% 13 19.4% 12 20.0% 10 18.5% 7 11.1%

Usually 137 31.6% 30 41.1% 15 27.8% 20 32.3% 17 25.4% 14 23.3% 14 25.9% 27 42.9%

Always 210 48.5% 33 45.2% 25 46.3% 30 48.4% 37 55.2% 30 50.0% 29 53.7% 26 41.3%

Total 433 100.0% 73 100.0% 54 100.0% 62 100.0% 67 100.0% 60 100.0% 54 100.0% 63 100.0%

Not Answered 16 3 4 1 1 3 1 3




Priority Rating Medium Low Top Medium Medium Medium Top Top

Q8. In the last 12 months, how many times did your child go to an emergency room or crisis center to getcounseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

None 429 74.6% 73 78.5% 44 59.5% 54 75.0% 72 75.8% 65 78.3% 60 76.9% 61 76.3%

1 time 76 13.2% 8 8.6% 17 23.0% 11 15.3% 12 12.6% 10 12.0% 11 14.1% 7 8.8%

2 times 34 5.9% 4 4.3% 6 8.1% 3 4.2% 6 6.3% 6 7.2% 5 6.4% 4 5.0%

3 or more times 36 6.3% 8 8.6% 7 9.5% 4 5.6% 5 5.3% 2 2.4% 2 2.6% 8 10.0%

Total 575 100.0% 93 100.0% 74 100.0% 72 100.0% 95 100.0% 83 100.0% 78 100.0% 80 100.0%

Not Answered 8 0 0 1 1 2 1 3





Q9. In the last 12 months (not counting emergency rooms or crisis centers), how many times did your child getcounseling, treatment, or medicine in your home or at an office, clinic, or other treatment program?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

None 98 17.5% 11 12.0% 8 11.0% 15 21.4% 18 19.6% 18 23.1% 19 25.3% 9 11.1%

1 to 10 times 225 40.1% 35 38.0% 29 39.7% 35 50.0% 33 35.9% 32 41.0% 29 38.7% 32 39.5%

11 to 20 times 92 16.4% 14 15.2% 15 20.5% 6 8.6% 17 18.5% 15 19.2% 9 12.0% 16 19.8%

21 or more times 146 26.0% 32 34.8% 21 28.8% 14 20.0% 24 26.1% 13 16.7% 18 24.0% 24 29.6%

Total 561 100.0% 92 100.0% 73 100.0% 70 100.0% 92 100.0% 78 100.0% 75 100.0% 81 100.0%

Not Answered 22 1 1 3 4 7 4 2

Q10. In the last 12 months how many times did your child get counseling, treatment, or medicine in your home?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

None 196 43.4% 30 37.5% 21 33.3% 23 42.6% 30 41.7% 28 49.1% 29 53.7% 35 48.6%

1 to 10 times 107 23.7% 16 20.0% 20 31.7% 20 37.0% 14 19.4% 14 24.6% 12 22.2% 11 15.3%

11 to 20 times 39 8.6% 9 11.3% 7 11.1% 1 1.9% 6 8.3% 7 12.3% 1 1.9% 8 11.1%

21 or more times 110 24.3% 25 31.3% 15 23.8% 10 18.5% 22 30.6% 8 14.0% 12 22.2% 18 25.0%

Total 452 100.0% 80 100.0% 63 100.0% 54 100.0% 72 100.0% 57 100.0% 54 100.0% 72 100.0%

Not Answered 10 1 2 1 2 2 2 0

Q11. In the last 12 months, how often were you seen within 15 minutes of his or her appointment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 41 9.0% 8 9.9% 5 7.9% 4 7.3% 7 9.6% 6 10.3% 5 9.1% 6 8.5%

Sometimes 96 21.1% 14 17.3% 18 28.6% 18 32.7% 16 21.9% 6 10.3% 11 20.0% 13 18.3%

Usually 134 29.4% 23 28.4% 15 23.8% 16 29.1% 18 24.7% 17 29.3% 16 29.1% 29 40.8%

Always 185 40.6% 36 44.4% 25 39.7% 17 30.9% 32 43.8% 29 50.0% 23 41.8% 23 32.4%

Total 456 100.0% 81 100.0% 63 100.0% 55 100.0% 73 100.0% 58 100.0% 55 100.0% 71 100.0%

Not Answered 7 0 2 0 1 2 1 1









The next questions are about all the counseling or treatment your child got in the last 12 months duringoffice, clinic, and emergency room visits as well as over the phone. Please do the best you can to include allthe different people your child saw for counseling or treatment in your answers.

Q12. In the last 12 months, how often did the people your child saw for counseling or treatment listen carefully toyou?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 10 2.2% 0 0.0% 2 3.2% 0 0.0% 2 2.7% 4 6.8% 0 0.0% 2 2.8%

Sometimes 45 9.8% 4 4.9% 10 16.1% 5 9.1% 7 9.6% 7 11.9% 6 10.7% 6 8.3%

Usually 105 22.9% 23 28.4% 11 17.7% 15 27.3% 17 23.3% 10 16.9% 14 25.0% 15 20.8%

Always 298 65.1% 54 66.7% 39 62.9% 35 63.6% 47 64.4% 38 64.4% 36 64.3% 49 68.1%

Total 458 100.0% 81 100.0% 62 100.0% 55 100.0% 73 100.0% 59 100.0% 56 100.0% 72 100.0%

Not Answered 5 0 3 0 1 1 0 0




Priority Rating High High Top High High Top High High

Q13. In the last 12 months, how often did the people your child saw for counseling or treatment explain things in away you could understand?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 7 1.5% 0 0.0% 2 3.2% 0 0.0% 1 1.4% 2 3.3% 1 1.8% 1 1.4%

Sometimes 37 8.0% 4 4.9% 4 6.3% 6 10.9% 7 9.5% 4 6.7% 5 8.9% 7 9.7%

Usually 105 22.8% 18 22.2% 15 23.8% 17 30.9% 17 23.0% 14 23.3% 9 16.1% 15 20.8%

Always 312 67.7% 59 72.8% 42 66.7% 32 58.2% 49 66.2% 40 66.7% 41 73.2% 49 68.1%

Total 461 100.0% 81 100.0% 63 100.0% 55 100.0% 74 100.0% 60 100.0% 56 100.0% 72 100.0%

Not Answered 2 0 2 0 0 0 0 0




Priority Rating High High High High High High High High





Q14. In the last 12 months, how often did the people your child saw for counseling or treatment show respect forwhat you had to say?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 8 1.7% 0 0.0% 2 3.2% 0 0.0% 2 2.7% 1 1.7% 1 1.8% 2 2.8%

Sometimes 35 7.6% 4 4.9% 6 9.5% 6 10.9% 7 9.5% 5 8.3% 3 5.4% 4 5.6%

Usually 90 19.5% 13 16.0% 9 14.3% 12 21.8% 19 25.7% 12 20.0% 13 23.2% 12 16.7%

Always 328 71.1% 64 79.0% 46 73.0% 37 67.3% 46 62.2% 42 70.0% 39 69.6% 54 75.0%

Total 461 100.0% 81 100.0% 63 100.0% 55 100.0% 74 100.0% 60 100.0% 56 100.0% 72 100.0%

Not Answered 2 0 2 0 0 0 0 0




Priority Rating High High High High High High High High

Q15. In the last 12 months, how often did the people your child saw for counseling or treatment spend enoughtime with you?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 15 3.3% 2 2.5% 2 3.2% 1 1.8% 2 2.7% 4 6.8% 2 3.6% 2 2.8%

Sometimes 62 13.5% 7 8.6% 8 12.7% 12 21.8% 11 14.9% 9 15.3% 4 7.1% 11 15.3%

Usually 132 28.7% 27 33.3% 18 28.6% 16 29.1% 19 25.7% 16 27.1% 16 28.6% 20 27.8%

Always 251 54.6% 45 55.6% 35 55.6% 26 47.3% 42 56.8% 30 50.8% 34 60.7% 39 54.2%

Total 460 100.0% 81 100.0% 63 100.0% 55 100.0% 74 100.0% 59 100.0% 56 100.0% 72 100.0%

Not Answered 3 0 2 0 0 1 0 0




Priority Rating Top High Top Medium Top Top High Top

Q16. In the last 12 months, did your child take any prescription medicines as part of his or her treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 356 77.1% 63 77.8% 53 81.5% 43 78.2% 61 82.4% 41 69.5% 38 67.9% 57 79.2%

No 106 22.9% 18 22.2% 12 18.5% 12 21.8% 13 17.6% 18 30.5% 18 32.1% 15 20.8%

Total 462 100.0% 81 100.0% 65 100.0% 55 100.0% 74 100.0% 59 100.0% 56 100.0% 72 100.0%

Not Answered 1 0 0 0 0 1 0 0





Q17. In the last 12 months, were you told what side effects of those medicines to watch for?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 282 79.9% 44 69.8% 41 78.8% 34 79.1% 50 83.3% 34 82.9% 33 89.2% 46 80.7%

No 71 20.1% 19 30.2% 11 21.2% 9 20.9% 10 16.7% 7 17.1% 4 10.8% 11 19.3%

Total 353 100.0% 63 100.0% 52 100.0% 43 100.0% 60 100.0% 41 100.0% 37 100.0% 57 100.0%

Not Answered 3 0 1 0 1 0 1 0




Priority Rating Medium Medium Medium Medium Medium Medium Low Medium

Q18. In the last 12 months, how often were you involved as much as you wanted in your child's counseling ortreatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 10 2.2% 0 0.0% 3 4.7% 0 0.0% 0 0.0% 4 6.7% 1 1.8% 2 2.8%

Sometimes 35 7.6% 3 3.7% 8 12.5% 7 12.7% 3 4.1% 7 11.7% 2 3.6% 5 6.9%

Usually 85 18.4% 20 24.7% 10 15.6% 11 20.0% 9 12.2% 6 10.0% 12 21.4% 17 23.6%

Always 332 71.9% 58 71.6% 43 67.2% 37 67.3% 62 83.8% 43 71.7% 41 73.2% 48 66.7%

Total 462 100.0% 81 100.0% 64 100.0% 55 100.0% 74 100.0% 60 100.0% 56 100.0% 72 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating High Low Top Low Low Top High High

Q19. In the last 12 months, were the goals of your child's counseling or treatment discussed completely with you?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 407 88.5% 77 95.1% 55 85.9% 47 85.5% 64 86.5% 51 86.4% 51 91.1% 62 87.3%

No 53 11.5% 4 4.9% 9 14.1% 8 14.5% 10 13.5% 8 13.6% 5 8.9% 9 12.7%

Total 460 100.0% 81 100.0% 64 100.0% 55 100.0% 74 100.0% 59 100.0% 56 100.0% 71 100.0%

Not Answered 3 0 1 0 0 1 0 1





Q20. In the last 12 months, how often did your family get the professional help you wanted for your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 20 4.3% 1 1.2% 3 4.7% 4 7.4% 1 1.4% 4 6.7% 2 3.6% 5 6.9%

Sometimes 63 13.7% 8 9.9% 10 15.6% 6 11.1% 13 17.6% 10 16.7% 5 8.9% 11 15.3%

Usually 122 26.5% 27 33.3% 16 25.0% 17 31.5% 21 28.4% 11 18.3% 17 30.4% 13 18.1%

Always 256 55.5% 45 55.6% 35 54.7% 27 50.0% 39 52.7% 35 58.3% 32 57.1% 43 59.7%

Total 461 100.0% 81 100.0% 64 100.0% 54 100.0% 74 100.0% 60 100.0% 56 100.0% 72 100.0%

Not Answered 2 0 1 1 0 0 0 0




Priority Rating Top High Top Top Top Top High Top

Q21. In the last 12 months, how often did you feel your child had someone to talk to when he or she wastroubled?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 25 5.4% 5 6.2% 6 9.2% 1 1.8% 1 1.4% 5 8.5% 1 1.8% 6 8.5%

Sometimes 88 19.2% 14 17.3% 12 18.5% 11 20.0% 15 20.5% 10 16.9% 10 18.2% 16 22.5%

Usually 112 24.4% 22 27.2% 15 23.1% 15 27.3% 19 26.0% 11 18.6% 18 32.7% 12 16.9%

Always 234 51.0% 40 49.4% 32 49.2% 28 50.9% 38 52.1% 33 55.9% 26 47.3% 37 52.1%

Total 459 100.0% 81 100.0% 65 100.0% 55 100.0% 73 100.0% 59 100.0% 55 100.0% 71 100.0%

Not Answered 4 0 0 0 1 1 1 1




Priority Rating Top Top Top Medium Top Top Top Top

Q22. In the last 12 months, were you given information about different kinds of counseling or treatment that areavailable for your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 320 69.4% 48 59.3% 47 72.3% 43 78.2% 54 73.0% 39 65.0% 42 76.4% 47 66.2%

No 141 30.6% 33 40.7% 18 27.7% 12 21.8% 20 27.0% 21 35.0% 13 23.6% 24 33.8%

Total 461 100.0% 81 100.0% 65 100.0% 55 100.0% 74 100.0% 60 100.0% 55 100.0% 71 100.0%

Not Answered 2 0 0 0 0 0 1 1





Q23. In the last 12 months, were you given as much information as you wanted about what you could do tomanage your child's condition?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 341 74.8% 60 74.1% 45 72.6% 39 70.9% 56 76.7% 45 76.3% 43 78.2% 53 74.6%

No 115 25.2% 21 25.9% 17 27.4% 16 29.1% 17 23.3% 14 23.7% 12 21.8% 18 25.4%

Total 456 100.0% 81 100.0% 62 100.0% 55 100.0% 73 100.0% 59 100.0% 55 100.0% 71 100.0%

Not Answered 7 0 3 0 1 1 1 1




Priority Rating Top Top Top Top Top Top Medium Top

Q24. In the last 12 months, were you given information about your child's rights as a patient?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 410 90.3% 72 88.9% 55 88.7% 50 92.6% 68 93.2% 50 86.2% 52 94.5% 63 88.7%

No 44 9.7% 9 11.1% 7 11.3% 4 7.4% 5 6.8% 8 13.8% 3 5.5% 8 11.3%

Total 454 100.0% 81 100.0% 62 100.0% 54 100.0% 73 100.0% 58 100.0% 55 100.0% 71 100.0%

Not Answered 9 0 3 1 1 2 1 1




Priority Rating Low Low Low Low Low Low Low Low

Q25. In the last 12 months, did you feel you could refuse a specific type of medicine or treatment for your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 389 86.3% 69 85.2% 50 82.0% 45 83.3% 67 91.8% 50 87.7% 50 90.9% 58 82.9%

No 62 13.7% 12 14.8% 11 18.0% 9 16.7% 6 8.2% 7 12.3% 5 9.1% 12 17.1%

Total 451 100.0% 81 100.0% 61 100.0% 54 100.0% 73 100.0% 57 100.0% 55 100.0% 70 100.0%

Not Answered 12 0 4 1 1 3 1 2




Priority Rating Low Low Top Medium Low Low Low Top





Q26. In the last 12 months, as far as you know did anyone your child saw for counseling or treatment shareinformation with others that should have been kept private?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 20 4.4% 1 1.2% 4 6.5% 4 7.3% 4 5.6% 4 6.8% 2 3.7% 1 1.4%

No 434 95.6% 80 98.8% 58 93.5% 51 92.7% 68 94.4% 55 93.2% 52 96.3% 70 98.6%

Total 454 100.0% 81 100.0% 62 100.0% 55 100.0% 72 100.0% 59 100.0% 54 100.0% 71 100.0%

Not Answered 9 0 3 0 2 1 2 1



Correlation with Satisfaction 0.063 0.045 -0.008 0.131 -0.041 0.217 0.105 -0.002

Priority Rating Low Low Low Low Low Low Low Low

Q27. Does your child's language, race, religion, ethnic background or culture make any difference in the kind ofcounseling or treatment he or she needs?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 29 6.4% 4 5.0% 7 11.5% 2 3.7% 5 6.8% 3 5.1% 4 7.3% 4 5.6%

No 424 93.6% 76 95.0% 54 88.5% 52 96.3% 68 93.2% 56 94.9% 51 92.7% 67 94.4%

Total 453 100.0% 80 100.0% 61 100.0% 54 100.0% 73 100.0% 59 100.0% 55 100.0% 71 100.0%

Not Answered 10 1 4 1 1 1 1 1

Q28. In the last 12 months, was the care your child received responsive to those needs?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 18 64.3% 2 50.0% 4 57.1% 1 50.0% 5 100.0% 2 66.7% 3 75.0% 1 33.3%

No 10 35.7% 2 50.0% 3 42.9% 1 50.0% 0 0.0% 1 33.3% 1 25.0% 2 66.7%

Total 28 100.0% 4 100.0% 7 100.0% 2 100.0% 5 100.0% 3 100.0% 4 100.0% 3 100.0%

Not Answered 1 0 0 0 0 0 0 1



Correlation with Satisfaction 0.610 0.667 0.624 -1.000 - 0.500 0.986 1.000

Priority Rating Top Top Top Medium - Top Top Top





Q29. Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the bestcounseling or treatment possible, what number would you use to rate all of your child's counseling ortreatment in the last 12 months?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Worst counseling ortreatment possible 4 0.9% 0 0.0% 1 1.6% 1 1.9% 0 0.0% 0 0.0% 1 1.9% 1 1.4%

1 4 0.9% 1 1.3% 1 1.6% 1 1.9% 1 1.4% 0 0.0% 0 0.0% 0 0.0%

2 7 1.5% 2 2.5% 1 1.6% 0 0.0% 1 1.4% 2 3.4% 1 1.9% 0 0.0%

3 14 3.1% 3 3.8% 3 4.8% 1 1.9% 2 2.7% 1 1.7% 0 0.0% 4 5.6%

4 10 2.2% 0 0.0% 2 3.2% 3 5.6% 3 4.1% 2 3.4% 0 0.0% 0 0.0%

5 40 8.8% 5 6.3% 6 9.5% 3 5.6% 7 9.6% 7 11.9% 5 9.4% 7 9.9%

6 17 3.8% 6 7.5% 1 1.6% 2 3.7% 1 1.4% 4 6.8% 0 0.0% 3 4.2%

7 49 10.8% 9 11.3% 6 9.5% 4 7.4% 8 11.0% 5 8.5% 9 17.0% 8 11.3%

8 94 20.8% 18 22.5% 13 20.6% 12 22.2% 16 21.9% 11 18.6% 12 22.6% 12 16.9%

9 63 13.9% 12 15.0% 10 15.9% 7 13.0% 9 12.3% 5 8.5% 8 15.1% 12 16.9%

Best counseling ortreatment possible 151 33.3% 24 30.0% 19 30.2% 20 37.0% 25 34.2% 22 37.3% 17 32.1% 24 33.8%

Total 453 100.0% 80 100.0% 63 100.0% 54 100.0% 73 100.0% 59 100.0% 53 100.0% 71 100.0%

Not Answered 10 1 2 1 1 1 3 1

Reporting Category Ratings


Q30. In the last 12 months, how much was your child helped by the counseling or treatment he or she got?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Not at all 44 7.8% 8 8.7% 3 4.2% 5 7.0% 8 8.7% 9 10.8% 5 6.6% 6 7.5%

A little 87 15.4% 16 17.4% 11 15.5% 13 18.3% 10 10.9% 18 21.7% 10 13.2% 9 11.3%

Somewhat 197 34.9% 32 34.8% 31 43.7% 21 29.6% 36 39.1% 26 31.3% 26 34.2% 25 31.3%

A lot 237 41.9% 36 39.1% 26 36.6% 32 45.1% 38 41.3% 30 36.1% 35 46.1% 40 50.0%

Total 565 100.0% 92 100.0% 71 100.0% 71 100.0% 92 100.0% 83 100.0% 76 100.0% 80 100.0%

Not Answered 18 1 3 2 4 2 3 3




Priority Rating Top Top Top Top Top Top Top Top





Q31. In general, how would you rate your child's overall mental health now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Excellent 36 6.3% 4 4.3% 4 5.6% 3 4.2% 7 7.5% 6 7.1% 7 9.0% 5 6.1%

Very good 118 20.6% 20 21.7% 12 16.7% 14 19.4% 18 19.4% 18 21.4% 16 20.5% 20 24.4%

Good 178 31.1% 32 34.8% 19 26.4% 20 27.8% 34 36.6% 26 31.0% 25 32.1% 22 26.8%

Fair 195 34.0% 31 33.7% 31 43.1% 31 43.1% 28 30.1% 25 29.8% 23 29.5% 26 31.7%

Poor 46 8.0% 5 5.4% 6 8.3% 4 5.6% 6 6.5% 9 10.7% 7 9.0% 9 11.0%

Total 573 100.0% 92 100.0% 72 100.0% 72 100.0% 93 100.0% 84 100.0% 78 100.0% 82 100.0%

Not Answered 10 1 2 1 3 1 1 1

Q32. Compared to 12 months ago, how would you rate your child's ability to deal with daily problems now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 163 28.4% 24 25.8% 17 23.6% 18 25.4% 30 31.9% 27 32.1% 29 37.2% 18 22.2%

A little better 207 36.1% 32 34.4% 31 43.1% 29 40.8% 29 30.9% 30 35.7% 25 32.1% 31 38.3%

About the same 154 26.9% 26 28.0% 21 29.2% 19 26.8% 32 34.0% 20 23.8% 14 17.9% 22 27.2%

A little worse 29 5.1% 7 7.5% 0 0.0% 2 2.8% 2 2.1% 4 4.8% 7 9.0% 7 8.6%

Much worse 20 3.5% 4 4.3% 3 4.2% 3 4.2% 1 1.1% 3 3.6% 3 3.8% 3 3.7%

Total 573 100.0% 93 100.0% 72 100.0% 71 100.0% 94 100.0% 84 100.0% 78 100.0% 81 100.0%

Not Answered 10 0 2 2 2 1 1 2




Priority Rating Medium Medium Top Medium Medium Top Top Medium





Q33. Compared to 12 months ago, how would you rate your child's ability to deal with social situations now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 127 22.2% 16 17.2% 13 18.1% 17 23.6% 24 25.5% 18 21.2% 22 28.6% 17 21.3%

A little better 209 36.5% 33 35.5% 28 38.9% 26 36.1% 38 40.4% 33 38.8% 25 32.5% 26 32.5%

About the same 191 33.3% 36 38.7% 28 38.9% 24 33.3% 28 29.8% 29 34.1% 17 22.1% 29 36.3%

A little worse 28 4.9% 4 4.3% 1 1.4% 3 4.2% 3 3.2% 1 1.2% 10 13.0% 6 7.5%

Much worse 18 3.1% 4 4.3% 2 2.8% 2 2.8% 1 1.1% 4 4.7% 3 3.9% 2 2.5%

Total 573 100.0% 93 100.0% 72 100.0% 72 100.0% 94 100.0% 85 100.0% 77 100.0% 80 100.0%

Not Answered 10 0 2 1 2 0 2 3




Priority Rating Top Top Top Top Medium Top Medium Medium

Q34. Compared to 12 months ago, how would you rate your child's ability to accomplish the things he or shewants to do now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Much better 143 25.0% 21 22.8% 12 16.7% 17 23.6% 27 28.4% 19 22.4% 26 33.8% 21 26.6%

A little better 205 35.8% 29 31.5% 27 37.5% 33 45.8% 30 31.6% 37 43.5% 23 29.9% 26 32.9%

About the same 181 31.6% 34 37.0% 27 37.5% 18 25.0% 35 36.8% 23 27.1% 20 26.0% 24 30.4%

A little worse 31 5.4% 5 5.4% 4 5.6% 3 4.2% 2 2.1% 5 5.9% 5 6.5% 7 8.9%

Much worse 12 2.1% 3 3.3% 2 2.8% 1 1.4% 1 1.1% 1 1.2% 3 3.9% 1 1.3%

Total 572 100.0% 92 100.0% 72 100.0% 72 100.0% 95 100.0% 85 100.0% 77 100.0% 79 100.0%

Not Answered 11 1 2 1 1 0 2 4




Priority Rating Top Top Top Medium Medium Medium Top Medium





Q35. Compared to 12 months ago, how would you rate your child's problems or symptoms now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Much better 149 26.0% 25 27.2% 13 18.1% 18 24.7% 28 29.8% 20 23.5% 29 37.2% 16 20.0%

A little better 199 34.7% 28 30.4% 29 40.3% 30 41.1% 26 27.7% 30 35.3% 27 34.6% 29 36.3%

About the same 156 27.2% 26 28.3% 22 30.6% 19 26.0% 31 33.0% 24 28.2% 11 14.1% 23 28.8%

A little worse 49 8.5% 9 9.8% 5 6.9% 5 6.8% 7 7.4% 8 9.4% 8 10.3% 7 8.8%

Much worse 21 3.7% 4 4.3% 3 4.2% 1 1.4% 2 2.1% 3 3.5% 3 3.8% 5 6.3%

Total 574 100.0% 92 100.0% 72 100.0% 73 100.0% 94 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 9 1 2 0 2 0 1 3




Priority Rating Top Top Top Top Medium Top Top Medium

The next questions ask about your experience with the company or organization that handles your benefitsfor your child's counseling or treatment.

Q36. In the last 12 months, did your child use up all his or her benefits for counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 107 19.4% 20 22.2% 16 24.2% 16 22.9% 15 16.3% 19 23.2% 10 13.2% 11 14.5%

No 445 80.6% 70 77.8% 50 75.8% 54 77.1% 77 83.7% 63 76.8% 66 86.8% 65 85.5%

Total 552 100.0% 90 100.0% 66 100.0% 70 100.0% 92 100.0% 82 100.0% 76 100.0% 76 100.0%

Not Answered 31 3 8 3 4 3 3 7

Q37. At the time benefits were used up, did you think your child still needed counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 78 76.5% 17 85.0% 11 68.8% 10 62.5% 10 71.4% 14 87.5% 7 77.8% 9 81.8%

No 24 23.5% 3 15.0% 5 31.3% 6 37.5% 4 28.6% 2 12.5% 2 22.2% 2 18.2%

Total 102 100.0% 20 100.0% 16 100.0% 16 100.0% 14 100.0% 16 100.0% 9 100.0% 11 100.0%

Not Answered 5 0 0 0 1 3 1 0





Q38. Were you told about other ways to get counseling, treatment, or medicine for your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Yes 46 59.0% 7 41.2% 5 45.5% 5 50.0% 9 90.0% 9 64.3% 6 85.7% 5 55.6%

No 32 41.0% 10 58.8% 6 54.5% 5 50.0% 1 10.0% 5 35.7% 1 14.3% 4 44.4%

Total 78 100.0% 17 100.0% 11 100.0% 10 100.0% 10 100.0% 14 100.0% 7 100.0% 9 100.0%

Not Answered 0 0 0 0 0 0 0 0



Correlation with Satisfaction 0.170 0.342 -0.312 -0.149 -0.029 -0.192 -0.198 0.603

Priority Rating Medium Medium Medium Medium Low Medium Low Top

Q39. In the last 12 months, did you need approval for any of your child's counseling or treatment?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 175 30.9% 28 30.4% 21 29.6% 25 34.2% 26 28.0% 28 32.9% 18 24.3% 29 37.2%

No 391 69.1% 64 69.6% 50 70.4% 48 65.8% 67 72.0% 57 67.1% 56 75.7% 49 62.8%

Total 566 100.0% 92 100.0% 71 100.0% 73 100.0% 93 100.0% 85 100.0% 74 100.0% 78 100.0%

Not Answered 17 1 3 0 3 0 5 5

Q40. In the last 12 months, how much of a problem, if any, were delays in counseling or treatment while youwaited for approval?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

A big problem 44 25.6% 5 17.9% 7 33.3% 8 33.3% 6 25.0% 6 21.4% 4 22.2% 8 27.6%

A small problem 55 32.0% 10 35.7% 7 33.3% 5 20.8% 6 25.0% 10 35.7% 6 33.3% 11 37.9%

Not a problem 73 42.4% 13 46.4% 7 33.3% 11 45.8% 12 50.0% 12 42.9% 8 44.4% 10 34.5%

Total 172 100.0% 28 100.0% 21 100.0% 24 100.0% 24 100.0% 28 100.0% 18 100.0% 29 100.0%

Not Answered 3 0 0 1 2 0 0 0



Correlation with Satisfaction 0.276 -0.128 0.635 0.163 0.609 0.265 -0.155 0.208

Priority Rating Medium Medium Top Medium Top Medium Medium Medium





Q41. In the last 12 months, did you call customer service to get information or help about counseling or treatmentfor your child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 87 15.3% 19 20.7% 17 24.3% 14 19.2% 13 13.7% 9 10.7% 7 9.0% 8 10.5%

No 481 84.7% 73 79.3% 53 75.7% 59 80.8% 82 86.3% 75 89.3% 71 91.0% 68 89.5%

Total 568 100.0% 92 100.0% 70 100.0% 73 100.0% 95 100.0% 84 100.0% 78 100.0% 76 100.0%

Not Answered 15 1 4 0 1 1 1 7

Q42. In the last 12 months, how much of a problem, if any, was it to get the help you needed for your child whenyou called customer service?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


A big problem 26 30.2% 6 31.6% 3 18.8% 5 35.7% 5 38.5% 3 33.3% 1 14.3% 3 37.5%

A small problem 20 23.3% 3 15.8% 6 37.5% 2 14.3% 1 7.7% 3 33.3% 2 28.6% 3 37.5%

Not a problem 40 46.5% 10 52.6% 7 43.8% 7 50.0% 7 53.8% 3 33.3% 4 57.1% 2 25.0%

Total 86 100.0% 19 100.0% 16 100.0% 14 100.0% 13 100.0% 9 100.0% 7 100.0% 8 100.0%

Not Answered 1 0 1 0 0 0 0 0




Priority Rating Medium Medium Top Medium Top Top Medium Medium

Reasons for Counseling or TreatmentQ43. In the last 12 months, was any of your child's counseling or treatment for problems related to ADHD or other

behavior problems?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 424 74.4% 71 76.3% 54 75.0% 55 75.3% 68 72.3% 62 74.7% 47 61.8% 67 84.8%

No 146 25.6% 22 23.7% 18 25.0% 18 24.7% 26 27.7% 21 25.3% 29 38.2% 12 15.2%

Total 570 100.0% 93 100.0% 72 100.0% 73 100.0% 94 100.0% 83 100.0% 76 100.0% 79 100.0%

Not Answered 13 0 2 0 2 2 3 4




Reasons for Counseling or Treatment (continued)

Q44. In the last 12 months, was any of your child's counseling or treatment for family problems or mental oremotional illness?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 417 72.4% 66 71.0% 54 74.0% 52 72.2% 69 71.9% 61 72.6% 64 82.1% 51 63.8%

No 159 27.6% 27 29.0% 19 26.0% 20 27.8% 27 28.1% 23 27.4% 14 17.9% 29 36.3%

Total 576 100.0% 93 100.0% 73 100.0% 72 100.0% 96 100.0% 84 100.0% 78 100.0% 80 100.0%

Not Answered 7 0 1 1 0 1 1 3

Q45. In the last 12 months, was any of your child's counseling or treatment for autism or other developmentalproblems?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 185 32.0% 28 30.4% 23 31.1% 24 33.3% 29 30.5% 21 24.7% 21 26.6% 39 47.6%

No 394 68.0% 64 69.6% 51 68.9% 48 66.7% 66 69.5% 64 75.3% 58 73.4% 43 52.4%

Total 579 100.0% 92 100.0% 74 100.0% 72 100.0% 95 100.0% 85 100.0% 79 100.0% 82 100.0%

Not Answered 4 1 0 1 1 0 0 1

Q46. In the last 12 months, was any of your child's counseling or treatment for help with alcohol use or drug use?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 52 9.0% 9 9.7% 9 12.3% 4 5.6% 8 8.4% 5 5.9% 11 14.1% 6 7.3%

No 526 91.0% 84 90.3% 64 87.7% 68 94.4% 87 91.6% 80 94.1% 67 85.9% 76 92.7%

Total 578 100.0% 93 100.0% 73 100.0% 72 100.0% 95 100.0% 85 100.0% 78 100.0% 82 100.0%

Not Answered 5 0 1 1 1 0 1 1

Care CoordinationQ47. Has you child received Care Coordination for any services in the past 12 months?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 218 38.7% 28 31.8% 37 51.4% 24 34.3% 36 38.7% 25 30.1% 36 46.2% 32 40.5%

No 345 61.3% 60 68.2% 35 48.6% 46 65.7% 57 61.3% 58 69.9% 42 53.8% 47 59.5%

Total 563 100.0% 88 100.0% 72 100.0% 70 100.0% 93 100.0% 83 100.0% 78 100.0% 79 100.0%

Not Answered 20 5 2 3 3 2 1 4





Q48.1. Please identify the service categories that your child received Care Coordination for in the past 12 months.Response: Intellectual and Developmental Disabilities.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 97 44.9% 13 46.4% 18 50.0% 12 50.0% 13 36.1% 12 50.0% 13 36.1% 16 50.0%

No 119 55.1% 15 53.6% 18 50.0% 12 50.0% 23 63.9% 12 50.0% 23 63.9% 16 50.0%

Total 216 100.0% 28 100.0% 36 100.0% 24 100.0% 36 100.0% 24 100.0% 36 100.0% 32 100.0%

Not Answered 2 0 1 0 0 1 0 0

Q48.2. Please identify the service categories that your child received Care Coordination for in the past 12 months.Response: Mental Health.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 142 65.7% 14 50.0% 26 72.2% 15 62.5% 28 77.8% 18 75.0% 24 66.7% 17 53.1%

No 74 34.3% 14 50.0% 10 27.8% 9 37.5% 8 22.2% 6 25.0% 12 33.3% 15 46.9%

Total 216 100.0% 28 100.0% 36 100.0% 24 100.0% 36 100.0% 24 100.0% 36 100.0% 32 100.0%

Not Answered 2 0 1 0 0 1 0 0

Q48.3. Please identify the service categories that your child received Care Coordination for in the past 12 months.Response: Substance Use.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 31 14.4% 7 25.0% 4 11.1% 3 12.5% 5 13.9% 2 8.3% 6 16.7% 4 12.5%

No 185 85.6% 21 75.0% 32 88.9% 21 87.5% 31 86.1% 22 91.7% 30 83.3% 28 87.5%

Total 216 100.0% 28 100.0% 36 100.0% 24 100.0% 36 100.0% 24 100.0% 36 100.0% 32 100.0%

Not Answered 2 0 1 0 0 1 0 0

Q48.4. Please identify the service categories that your child received Care Coordination for in the past 12 months.Response: Other.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 65 30.1% 7 25.0% 9 25.0% 9 37.5% 12 33.3% 5 20.8% 15 41.7% 8 25.0%

No 151 69.9% 21 75.0% 27 75.0% 15 62.5% 24 66.7% 19 79.2% 21 58.3% 24 75.0%

Total 216 100.0% 28 100.0% 36 100.0% 24 100.0% 36 100.0% 24 100.0% 36 100.0% 32 100.0%

Not Answered 2 0 1 0 0 1 0 0





Q49. It is easy to get in touch with my child's Care Coordinator when I need them.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 11 5.2% 1 3.7% 2 5.4% 1 4.2% 1 2.9% 1 4.2% 2 5.9% 3 9.7%

Sometimes 30 14.2% 2 7.4% 9 24.3% 4 16.7% 4 11.4% 2 8.3% 6 17.6% 3 9.7%

Usually 63 29.7% 7 25.9% 9 24.3% 8 33.3% 13 37.1% 9 37.5% 6 17.6% 11 35.5%

Always 108 50.9% 17 63.0% 17 45.9% 11 45.8% 17 48.6% 12 50.0% 20 58.8% 14 45.2%

Total 212 100.0% 27 100.0% 37 100.0% 24 100.0% 35 100.0% 24 100.0% 34 100.0% 31 100.0%

Not Answered 6 1 0 0 1 1 2 1




Priority Rating Top High Top Medium Low High Top Top

Q50. My child's Care Coordinator responds to my calls in a timely manner.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 11 5.2% 1 3.7% 3 8.1% 2 8.3% 2 5.6% 1 4.2% 1 3.1% 1 3.2%

Sometimes 25 11.8% 1 3.7% 4 10.8% 2 8.3% 3 8.3% 2 8.3% 7 21.9% 6 19.4%

Usually 64 30.3% 10 37.0% 13 35.1% 8 33.3% 14 38.9% 7 29.2% 3 9.4% 9 29.0%

Always 111 52.6% 15 55.6% 17 45.9% 12 50.0% 17 47.2% 14 58.3% 21 65.6% 15 48.4%

Total 211 100.0% 27 100.0% 37 100.0% 24 100.0% 36 100.0% 24 100.0% 32 100.0% 31 100.0%

Not Answered 7 1 0 0 0 1 4 1




Priority Rating Top High Top Medium Low High Top Top





Q51. If I have questions, my child's Care Coordinator helps me find the answers.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 14 6.6% 2 7.4% 4 10.8% 2 8.3% 1 2.8% 1 4.2% 2 6.1% 2 6.7%

Sometimes 26 12.3% 2 7.4% 4 10.8% 2 8.3% 6 16.7% 4 16.7% 5 15.2% 3 10.0%

Usually 63 29.9% 10 37.0% 9 24.3% 7 29.2% 13 36.1% 4 16.7% 8 24.2% 12 40.0%

Always 108 51.2% 13 48.1% 20 54.1% 13 54.2% 16 44.4% 15 62.5% 18 54.5% 13 43.3%

Total 211 100.0% 27 100.0% 37 100.0% 24 100.0% 36 100.0% 24 100.0% 33 100.0% 30 100.0%

Not Answered 7 1 0 0 0 1 3 2




Priority Rating Top High Top Medium Medium Medium Top Top

Q52. My child's Care Coordinator has helped me find services and people to support me in managing my child'scare.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 24 11.4% 2 7.4% 5 13.5% 1 4.3% 5 13.9% 4 16.7% 4 12.1% 3 9.7%

Sometimes 27 12.8% 4 14.8% 6 16.2% 3 13.0% 4 11.1% 1 4.2% 5 15.2% 4 12.9%

Usually 55 26.1% 9 33.3% 6 16.2% 8 34.8% 12 33.3% 4 16.7% 5 15.2% 11 35.5%

Always 105 49.8% 12 44.4% 20 54.1% 11 47.8% 15 41.7% 15 62.5% 19 57.6% 13 41.9%

Total 211 100.0% 27 100.0% 37 100.0% 23 100.0% 36 100.0% 24 100.0% 33 100.0% 31 100.0%

Not Answered 7 1 0 1 0 1 3 1




Priority Rating Top Medium Top Medium Medium Medium Top Top





Q53. My child's Care Coordinator asks how best to support me and my child.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 22 10.4% 4 14.8% 5 13.9% 1 4.2% 4 11.1% 3 12.5% 3 8.8% 2 6.5%

Sometimes 27 12.7% 0 0.0% 9 25.0% 3 12.5% 4 11.1% 2 8.3% 6 17.6% 3 9.7%

Usually 50 23.6% 8 29.6% 3 8.3% 7 29.2% 9 25.0% 5 20.8% 8 23.5% 10 32.3%

Always 113 53.3% 15 55.6% 19 52.8% 13 54.2% 19 52.8% 14 58.3% 17 50.0% 16 51.6%

Total 212 100.0% 27 100.0% 36 100.0% 24 100.0% 36 100.0% 24 100.0% 34 100.0% 31 100.0%

Not Answered 6 1 1 0 0 1 2 1




Priority Rating Top High Top Medium Top Top Top Top

Q54. I was given a draft of my child's Person Centered Plan to review before being asked to sign it.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 12 7.1% 2 10.0% 2 6.3% 1 5.9% 4 13.3% 1 5.0% 2 6.7% 0 0.0%

Sometimes 15 8.8% 1 5.0% 5 15.6% 0 0.0% 2 6.7% 3 15.0% 4 13.3% 0 0.0%

Usually 22 12.9% 3 15.0% 3 9.4% 3 17.6% 4 13.3% 2 10.0% 4 13.3% 3 14.3%

Always 121 71.2% 14 70.0% 22 68.8% 13 76.5% 20 66.7% 14 70.0% 20 66.7% 18 85.7%


Total 170 100.0% 20 100.0% 32 100.0% 17 100.0% 30 100.0% 20 100.0% 30 100.0% 21 100.0%

Not Answered 10 1 1 0 2 2 2 2



Correlation with Satisfaction 0.273 0.594 0.453 -0.079 0.183 0.436 0.299 -0.160

Priority Rating Medium Top Top Low Medium Top Medium Low





Q55. I was satisfied with my child's Person Centered Plan prepared by the Care Coordinator.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 9 5.2% 2 9.5% 1 3.1% 1 5.9% 3 10.3% 2 9.1% 0 0.0% 0 0.0%

Sometimes 17 9.9% 1 4.8% 6 18.8% 0 0.0% 2 6.9% 2 9.1% 5 17.2% 1 4.5%

Usually 41 23.8% 7 33.3% 11 34.4% 2 11.8% 6 20.7% 3 13.6% 7 24.1% 5 22.7%

Always 105 61.0% 11 52.4% 14 43.8% 14 82.4% 18 62.1% 15 68.2% 17 58.6% 16 72.7%


Total 172 100.0% 21 100.0% 32 100.0% 17 100.0% 29 100.0% 22 100.0% 29 100.0% 22 100.0%

Not Answered 13 1 2 1 1 2 3 3




Priority Rating Top High Top Low Top Top Top Low

Q56. If you were not satisfied with your child's plan, did you and/or the provider suggest revisions that were addedto your child's plan?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 10 38.5% 2 66.7% 1 14.3% 0 0.0% 2 40.0% 3 75.0% 2 40.0% 0 0.0%

Sometimes 9 34.6% 0 0.0% 3 42.9% 1 100.0% 1 20.0% 1 25.0% 3 60.0% 0 0.0%

Usually 6 23.1% 1 33.3% 3 42.9% 0 0.0% 1 20.0% 0 0.0% 0 0.0% 1 100.0%

Always 1 3.8% 0 0.0% 0 0.0% 0 0.0% 1 20.0% 0 0.0% 0 0.0% 0 0.0%

Total 26 100.0% 3 100.0% 7 100.0% 1 100.0% 5 100.0% 4 100.0% 5 100.0% 1 100.0%

Not Answered 0 0 0 0 0 0 0 0



Correlation with Satisfaction 0.329 1.000 0.505 - 0.718 1.000 -0.388 -

Priority Rating Medium Top Top - Top Top Medium -





Q57. If your request for service was denied, did your child's Care Coordinator talk to you about the appeal processand about additional information that might be helpful to submit for an appeal?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %


Never 42 33.6% 3 25.0% 7 35.0% 4 26.7% 11 45.8% 5 31.3% 7 31.8% 5 31.3%

Sometimes 13 10.4% 1 8.3% 3 15.0% 1 6.7% 2 8.3% 2 12.5% 3 13.6% 1 6.3%

Usually 14 11.2% 2 16.7% 3 15.0% 3 20.0% 0 0.0% 1 6.3% 2 9.1% 3 18.8%

Always 56 44.8% 6 50.0% 7 35.0% 7 46.7% 11 45.8% 8 50.0% 10 45.5% 7 43.8%

Request for service wasnot denied 76 14 13 9 11 6 11 12

Total 125 100.0% 12 100.0% 20 100.0% 15 100.0% 24 100.0% 16 100.0% 22 100.0% 16 100.0%

Not Answered 17 2 4 0 1 3 3 4




Priority Rating Medium Medium Medium Top Medium Medium Top Medium

Q58. Are you satisfied with your child's Care Coordinator?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Never 15 7.1% 1 3.7% 3 8.3% 2 8.3% 3 8.6% 1 4.3% 1 2.9% 4 13.3%

Sometimes 22 10.5% 2 7.4% 4 11.1% 2 8.3% 1 2.9% 4 17.4% 7 20.0% 2 6.7%

Usually 50 23.8% 8 29.6% 9 25.0% 5 20.8% 10 28.6% 5 21.7% 6 17.1% 7 23.3%

Always 123 58.6% 16 59.3% 20 55.6% 15 62.5% 21 60.0% 13 56.5% 21 60.0% 17 56.7%

Total 210 100.0% 27 100.0% 36 100.0% 24 100.0% 35 100.0% 23 100.0% 35 100.0% 30 100.0%

Not Answered 8 1 1 0 1 2 1 2




Priority Rating Top High Top Medium High Top Top Top




About You and Your ChildQ59. In general, how would you rate your child's overall health now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Excellent 72 12.5% 11 12.0% 9 12.2% 5 6.9% 9 9.5% 14 16.7% 12 15.4% 12 14.8%

Very good 161 28.0% 28 30.4% 15 20.3% 18 25.0% 34 35.8% 18 21.4% 29 37.2% 19 23.5%

Good 215 37.3% 36 39.1% 26 35.1% 32 44.4% 37 38.9% 29 34.5% 24 30.8% 31 38.3%

Fair 101 17.5% 11 12.0% 21 28.4% 14 19.4% 14 14.7% 19 22.6% 10 12.8% 12 14.8%

Poor 27 4.7% 6 6.5% 3 4.1% 3 4.2% 1 1.1% 4 4.8% 3 3.8% 7 8.6%

Total 576 100.0% 92 100.0% 74 100.0% 72 100.0% 95 100.0% 84 100.0% 78 100.0% 81 100.0%

Not Answered 7 1 0 1 1 1 1 2

Q60. What is your child's age now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Less than 1 year old 1 0.2% 0 0.0% 0 0.0% 1 1.4% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

1 to 2 years old 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

3 to 4 years old 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

5 to 6 years old 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

7 to 9 years old 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

10 to 12 years old 88 15.1% 20 21.5% 5 6.8% 12 16.4% 13 13.5% 13 15.3% 14 17.7% 11 13.3%

13 to 15 years old 310 53.2% 46 49.5% 45 60.8% 39 53.4% 51 53.1% 48 56.5% 34 43.0% 47 56.6%

16 to 17 years old 184 31.6% 27 29.0% 24 32.4% 21 28.8% 32 33.3% 24 28.2% 31 39.2% 25 30.1%

Total 583 100.0% 93 100.0% 74 100.0% 73 100.0% 96 100.0% 85 100.0% 79 100.0% 83 100.0%

Not Answered 0 0 0 0 0 0 0 0

Q61. Is your child male or female?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Male 324 55.6% 58 62.4% 41 55.4% 37 50.7% 53 55.2% 48 56.5% 42 53.2% 45 54.2%

Female 259 44.4% 35 37.6% 33 44.6% 36 49.3% 43 44.8% 37 43.5% 37 46.8% 38 45.8%

Total 583 100.0% 93 100.0% 74 100.0% 73 100.0% 96 100.0% 85 100.0% 79 100.0% 83 100.0%

Not Answered 0 0 0 0 0 0 0 0




About You and Your Child (continued)

Q62. Is your child of Hispanic or Latino origin or descent?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes, Hispanic or Latino 64 11.3% 12 13.3% 10 13.7% 5 6.9% 9 9.6% 8 9.8% 10 13.2% 10 12.3%

No, Not Hispanic orLatino 504 88.7% 78 86.7% 63 86.3% 67 93.1% 85 90.4% 74 90.2% 66 86.8% 71 87.7%

Total 568 100.0% 90 100.0% 73 100.0% 72 100.0% 94 100.0% 82 100.0% 76 100.0% 81 100.0%

Not Answered 15 3 1 1 2 3 3 2

Q63.1. What is your child's race? Response: White.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 358 62.9% 45 50.0% 37 53.6% 29 40.8% 80 83.3% 43 50.6% 70 89.7% 54 67.5%

No 211 37.1% 45 50.0% 32 46.4% 42 59.2% 16 16.7% 42 49.4% 8 10.3% 26 32.5%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3

Q63.2. What is your child's race? Response: Black or African-American.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 194 34.1% 42 46.7% 25 36.2% 34 47.9% 15 15.6% 42 49.4% 8 10.3% 28 35.0%

No 375 65.9% 48 53.3% 44 63.8% 37 52.1% 81 84.4% 43 50.6% 70 89.7% 52 65.0%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3

Q63.3. What is your child's race? Response: Asian.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 7 1.2% 1 1.1% 2 2.9% 1 1.4% 2 2.1% 1 1.2% 0 0.0% 0 0.0%

No 562 98.8% 89 98.9% 67 97.1% 70 98.6% 94 97.9% 84 98.8% 78 100.0% 80 100.0%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3





Q63.4. What is your child's race? Response: Native Hawaiian or other Pacific Islander.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 1 0.2% 1 1.1% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

No 568 99.8% 89 98.9% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3

Q63.5. What is your child's race? Response: American Indian or Alaska Native.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 21 3.7% 5 5.6% 2 2.9% 6 8.5% 4 4.2% 1 1.2% 2 2.6% 1 1.3%

No 548 96.3% 85 94.4% 67 97.1% 65 91.5% 92 95.8% 84 98.8% 76 97.4% 79 98.8%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3

Q63.6. What is your child's race? Response: Other.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 48 8.4% 9 10.0% 10 14.5% 6 8.5% 8 8.3% 3 3.5% 7 9.0% 5 6.3%

No 521 91.6% 81 90.0% 59 85.5% 65 91.5% 88 91.7% 82 96.5% 71 91.0% 75 93.8%

Total 569 100.0% 90 100.0% 69 100.0% 71 100.0% 96 100.0% 85 100.0% 78 100.0% 80 100.0%

Not Answered 14 3 5 2 0 0 1 3

Q64. What is your age now?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

18 to 24 3 0.5% 0 0.0% 1 1.4% 1 1.4% 1 1.1% 0 0.0% 0 0.0% 0 0.0%

25 to 34 52 9.2% 8 8.8% 5 7.1% 3 4.3% 13 14.1% 7 8.5% 10 12.7% 6 7.3%

35 to 44 193 34.1% 23 25.3% 21 30.0% 30 42.9% 31 33.7% 33 40.2% 29 36.7% 26 31.7%

45 to 54 152 26.9% 29 31.9% 23 32.9% 15 21.4% 26 28.3% 20 24.4% 18 22.8% 21 25.6%

55 to 64 105 18.6% 17 18.7% 15 21.4% 13 18.6% 14 15.2% 14 17.1% 13 16.5% 19 23.2%

65 to 74 55 9.7% 13 14.3% 5 7.1% 7 10.0% 6 6.5% 6 7.3% 9 11.4% 9 11.0%

75 or older 6 1.1% 1 1.1% 0 0.0% 1 1.4% 1 1.1% 2 2.4% 0 0.0% 1 1.2%

Total 566 100.0% 91 100.0% 70 100.0% 70 100.0% 92 100.0% 82 100.0% 79 100.0% 82 100.0%

Not Answered 17 2 4 3 4 3 0 1





Q65. Are you male or female?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Male 71 12.3% 14 15.1% 9 12.3% 9 12.7% 15 15.6% 7 8.4% 10 12.7% 7 8.5%

Female 506 87.7% 79 84.9% 64 87.7% 62 87.3% 81 84.4% 76 91.6% 69 87.3% 75 91.5%

Total 577 100.0% 93 100.0% 73 100.0% 71 100.0% 96 100.0% 83 100.0% 79 100.0% 82 100.0%

Not Answered 6 0 1 2 0 2 0 1

Q66. What is the highest grade or level of school that you have completed?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

8th grade or less 22 3.8% 1 1.1% 2 2.8% 4 5.5% 4 4.3% 3 3.7% 5 6.3% 3 3.7%

Some high school, butdid not graduate 65 11.4% 5 5.5% 14 19.7% 12 16.4% 12 12.8% 14 17.1% 5 6.3% 3 3.7%

High school graduate orGED 150 26.2% 23 25.3% 15 21.1% 24 32.9% 26 27.7% 22 26.8% 18 22.8% 22 26.8%

Some college or 2-yeardegree 224 39.2% 41 45.1% 24 33.8% 25 34.2% 36 38.3% 32 39.0% 33 41.8% 33 40.2%

4-year college degree 66 11.5% 12 13.2% 8 11.3% 4 5.5% 12 12.8% 8 9.8% 10 12.7% 12 14.6%

More than a 4-yearcollege degree 45 7.9% 9 9.9% 8 11.3% 4 5.5% 4 4.3% 3 3.7% 8 10.1% 9 11.0%

Total 572 100.0% 91 100.0% 71 100.0% 73 100.0% 94 100.0% 82 100.0% 79 100.0% 82 100.0%

Not Answered 11 2 3 0 2 3 0 1

Q67. How are you related to the policyholder?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

I am the policyholder 256 49.5% 37 45.7% 36 52.2% 29 46.0% 40 50.0% 37 51.4% 40 54.8% 37 46.8%

Spouse or partner ofpolicyholder 31 6.0% 6 7.4% 2 2.9% 1 1.6% 3 3.8% 10 13.9% 6 8.2% 3 3.8%

Child of policyholder 20 3.9% 7 8.6% 4 5.8% 1 1.6% 4 5.0% 2 2.8% 1 1.4% 1 1.3%

Other family member 158 30.6% 22 27.2% 23 33.3% 24 38.1% 27 33.8% 17 23.6% 18 24.7% 27 34.2%

Friend 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0%

Someone else 52 10.1% 9 11.1% 4 5.8% 8 12.7% 6 7.5% 6 8.3% 8 11.0% 11 13.9%

Total 517 100.0% 81 100.0% 69 100.0% 63 100.0% 80 100.0% 72 100.0% 73 100.0% 79 100.0%

Not Answered 66 12 5 10 16 13 6 4





Q68. How are you related to the child?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Mother or father 414 75.5% 69 80.2% 55 75.3% 49 71.0% 69 76.7% 59 74.7% 54 72.0% 59 77.6%

Grandparent 78 14.2% 9 10.5% 9 12.3% 10 14.5% 17 18.9% 12 15.2% 11 14.7% 10 13.2%

Aunt or uncle 12 2.2% 3 3.5% 3 4.1% 2 2.9% 1 1.1% 2 2.5% 1 1.3% 0 0.0%

Older sibling 1 0.2% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 1 1.3%

Other relative 4 0.7% 1 1.2% 0 0.0% 1 1.4% 0 0.0% 0 0.0% 1 1.3% 1 1.3%

Legal guardian 39 7.1% 4 4.7% 6 8.2% 7 10.1% 3 3.3% 6 7.6% 8 10.7% 5 6.6%

Total 548 100.0% 86 100.0% 73 100.0% 69 100.0% 90 100.0% 79 100.0% 75 100.0% 76 100.0%

Not Answered 35 7 1 4 6 6 4 7

Q69. Did someone help you complete this survey?

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 27 4.7% 4 4.3% 5 6.9% 3 4.1% 3 3.2% 4 4.9% 5 6.4% 3 3.6%

No 548 95.3% 89 95.7% 67 93.1% 70 95.9% 91 96.8% 78 95.1% 73 93.6% 80 96.4%

Total 575 100.0% 93 100.0% 72 100.0% 73 100.0% 94 100.0% 82 100.0% 78 100.0% 83 100.0%

Not Answered 8 0 2 0 2 3 1 0

Q70.1. How did that person help you? Response: Read the questions to me.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 16 61.5% 1 25.0% 4 80.0% 1 33.3% 3 100.0% 3 100.0% 3 60.0% 1 33.3%

No 10 38.5% 3 75.0% 1 20.0% 2 66.7% 0 0.0% 0 0.0% 2 40.0% 2 66.7%

Total 26 100.0% 4 100.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 5 100.0% 3 100.0%

Not Answered 1 0 0 0 0 1 0 0

Q703.2. How did that person help you? Response: Wrote down the answers I gave.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 9 34.6% 0 0.0% 1 20.0% 0 0.0% 2 66.7% 3 100.0% 2 40.0% 1 33.3%

No 17 65.4% 4 100.0% 4 80.0% 3 100.0% 1 33.3% 0 0.0% 3 60.0% 2 66.7%

Total 26 100.0% 4 100.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 5 100.0% 3 100.0%

Not Answered 1 0 0 0 0 1 0 0





Q70.3. How did that person help you? Response: Answered the questions for me.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 6 23.1% 0 0.0% 1 20.0% 3 100.0% 0 0.0% 0 0.0% 2 40.0% 0 0.0%

No 20 76.9% 4 100.0% 4 80.0% 0 0.0% 3 100.0% 3 100.0% 3 60.0% 3 100.0%

Total 26 100.0% 4 100.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 5 100.0% 3 100.0%

Not Answered 1 0 0 0 0 1 0 0

Q70.4. How did that person help you? Response: Translated the questions into my language.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 5 19.2% 1 25.0% 0 0.0% 0 0.0% 2 66.7% 0 0.0% 2 40.0% 0 0.0%

No 21 80.8% 3 75.0% 5 100.0% 3 100.0% 1 33.3% 3 100.0% 3 60.0% 3 100.0%

Total 26 100.0% 4 100.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 5 100.0% 3 100.0%

Not Answered 1 0 0 0 0 1 0 0

Q70.5. How did that person help you? Response: Helped in some other way.

NC Overall

N %

Alliance

N %

Cardinal

N %

East-

pointe

N %

Partners

N %

Sandhills

N %

Smoky

Mountain

N %

Trillium

N %

Yes 6 23.1% 3 75.0% 0 0.0% 0 0.0% 0 0.0% 0 0.0% 2 40.0% 1 33.3%

No 20 76.9% 1 25.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 3 60.0% 2 66.7%

Total 26 100.0% 4 100.0% 5 100.0% 3 100.0% 3 100.0% 3 100.0% 5 100.0% 3 100.0%

Not Answered 1 0 0 0 0 1 0 0


869-01 01 CZKCE

All information that would let someone identify you or your family will be kept private. The research staff will not share your personal information with anyone without your OK. You may choose to answer this survey or not. If you choose not to, this will not affect the benefits you get. You may notice a barcode number on the front of this survey. This number is ONLY used to let us know if you returned your survey so we don't have to send you reminders. If you want to know more about this study, please call 1-888-248-4046.

SURVEY INSTRUCTIONS

START HERE

PERSONAL OR FAMILY COUNSELING

Please answer the questions for the child listed on the envelope. Please do not answer for any other children. Children can get counseling, treatment or medicine for many different reasons, such as: ● For problems related to attention deficit hyperactivity disorder (ADHD) or other behavior or emotional problems ● Family problems (like when parents and children have trouble getting along) ● For mental or emotional illness ● For autism or other developmental conditions ● Needing help with drug or alcohol use

1. In the last 12 months, did your child get counseling, treatment or medicine for any of these reasons?

Yes If Yes, go to question 2 No If No, go to question 59 on page 7

Please be sure to fill the response circle completely. Use only black or blue ink or dark pencil to complete the survey.

Correct Incorrect Mark Marks You are sometimes told to skip over some questions in the survey. When this happens you will

see an arrow with a note that tells you what question to answer next, like this:

Yes If Yes, Go to Question 1 No

Page 205 of 308

869-02 02 CZKCE

YOUR CHILD'S COUNSELING AND TREATMENT

IN THE LAST 12 MONTHS

The next questions ask about your child's counseling or treatment. Do not include counseling or treatment during an overnight stay or from a self-help group. 2. In the last 12 months, did you call

someone to get professional counseling on the phone for your child?


3. In the last 12 months, how often did you get the professional counseling your child needed on the phone?


4. In the last 12 months, did your child need counseling or treatment right away?


5. In the last 12 months, when your child needed counseling or treatment right away, how often did he or she see someone as soon as you wanted?


6. In the last 12 months, not counting times your child needed counseling or treatment right away, did you make any appointments for your child for counseling or treatment?


7. In the last 12 months, not counting times your child needed counseling or treatment right away, how often did your child get an appointment for counseling or treatment as soon as you wanted?


8. In the last 12 months, how many times did your child go to an emergency room or crisis center to get counseling or treatment?

None 1 2 3 or more

9. In the last 12 months (not counting emergency rooms or crisis centers), how many times did your child get counseling, treatment or medicine in your home or at an office, clinic, or other treatment program?

None If None, go to question 30 on page 4

1 to 10 11 to 20 21 or more

10. In the last 12 months how many times did your child get counseling, treatment or medicine in your home?

None 1 to 10 11 to 20 21 or more

11. In the last 12 months, how often were you seen within 15 minutes of his or her appointment?


Page 206 of 308

869-03 03 CZKCE

The next questions are about all the counseling or treatment your child got in the last 12 months in your home, during office, clinic, and emergency room visits as well as over the phone. Please do the best you can to include all the different people your child saw for counseling or treatment in your answers. 12. In the last 12 months, how often did the

people your child saw for counseling or treatment listen carefully to you?


13. In the last 12 months, how often did the people your child saw for counseling or treatment explain things in a way you could understand?


14. In the last 12 months, how often did the people your child saw for counseling or treatment show respect for what you had to say?


15. In the last 12 months, how often did the people your child saw for counseling or treatment spend enough time with you?


16. In the last 12 months, did your child take any prescription medicines as part of his or her treatment?


17. In the last 12 months, were you told what side effects of those medicines to watch for?

Yes No

18. In the last 12 months, how often were you involved as much as you wanted in your child's counseling or treatment?


19. In the last 12 months, were the goals of your child's counseling or treatment discusssed completely with you?

Yes No

20. In the last 12 months, how often did your family get the professional help you wanted for your child?


21. In the last 12 months, how often did you feel your child had someone to talk to for counseling or treatment when he or she was troubled?


22. In the last 12 months, were you given information about different kinds of counseling or treatment that are available for your child?

Yes No

Page 207 of 308

869-04 04 CZKCE

23. In the last 12 months, were you given as much information as you wanted about what you could do to manage your child's condition?

Yes No

24. In the last 12 months, were you given information about your child's rights as a patient?

Yes No

25. In the last 12 months, did you feel you could refuse a specific type of medicine or treatment for your child?

Yes No

26. In the last 12 months, as far as you know did anyone your child saw for counseling or treatment share information with others that should have been kept private?

Yes No

27. Does your child's language, race, religion, ethnic background or culture make any difference in the kind of counseling or treatment he or she needs?


28. In the last 12 months, was the care your child received responsive to those needs?

Yes No

29. Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the best counseling or treatment possible, what number would you use to rate all of your child's counseling or treatment in the last 12 months?

0 Worst Counseling or Treatment Possible

1 2 3 4 5 6 7 8 9 10 Best Counseling or Treatment

Possible

30. In the last 12 months, how much was your child helped by the counseling or treatment he or she got?

Not at all A little Somewhat A lot

31. In general, how would you rate your child's overall mental health now?


32. Compared to 12 months ago, how would you rate your child's ability to deal with daily problems now?


Page 208 of 308

869-05 05 CZKCE

33. Compared to 12 months ago, how would you rate your child's ability to deal with social situations now?


34. Compared to 12 months ago, how would you rate your child's ability to accomplish the things he or she wants to do now?


35. Compared to 12 months ago, how would you rate your child's problems or symptoms now?


The next questions ask about your experience with the company or organization that handles your benefits for your child's counseling or treatment. 36. In the last 12 months, did your child use

up all his or her benefits for counseling or treatment?


37. At the time benefits were used up, did you think your child still needed counseling or treatment?


38. Were you told about other ways to get counseling, treatment, or medicine for your child?

Yes No

39. In the last 12 months, did you need approval for any of your child's counseling or treatment?


40. In the last 12 months, how much of a problem, if any, were delays in counseling or treatment while you waited for approval?


41. In the last 12 months, did you call customer service to get information or help about counseling or treatment for your child?


42. In the last 12 months, how much of a problem, if any, was it to get the help you needed for your child when you called customer service?


REASONS FOR COUNSELING OR TREATMENT

43. In the last 12 months, was any of your child's counseling or treatment for problems related to ADHD or other behavior problems?

Yes No

Page 209 of 308

869-06 06 CZKCE

44. In the last 12 months, was any of your child's counseling or treatment for family problems or mental or emotional illness?

Yes No

45. In the last 12 months, was any of your child's counseling or treatment for autism or other developmental problems?

Yes No

46. In the last 12 months, was any of your child's counseling or treatment for help with alcohol use or drug use?

Yes No

CARE COORDINATION

47. Has your child received Care Coordination for any services in the past 12 months?


48. Please identify the service categories that your child received Care Coordination for in the past 12 months. (Please mark all that apply)

Intellectual and Developmental Disabilities

Mental Health Substance Use Other

49. It is easy to get in touch with my child's Care Coordinator when I need them.


50. My child's Care Coordinator responds to my calls in a timely manner.


51. If I have questions, my child's Care Coordinator helps me find the answers.


52. My child's Care Coordinator has helped me find services and people to support me in managing my child's care.


53. My child's Care Coordinator asks how best to support me and my child.


54. I was given a draft of my child's Person Centered Plan to review before being asked to sign it.

Never Sometimes Usually Always My child does not have a Person

Centered Plan

Page 210 of 308

869-07 07 CZKCE

55. I was satisfied with my child's Person Centered Plan prepared by the Care Coordinator.

Never Sometimes Usually If Usually, go to

question 57 Always If Always, go to

question 57 My child does not have a Person

Centered Plan Go to question 57

56. If you were not satisfied with your child's plan, did you and/or the provider suggest revisions that were added to your child's plan?


57. If your request for service was denied, did your child's Care Coordinator talk to you about the appeal process and about additional information that might be helpful to submit for an appeal?

Never Sometimes Usually Always Request for service was not denied

58. Are you satisfied with your child's Care Coordinator?


ABOUT YOU AND YOUR CHILD

59. In general, how would you rate your child's overall health now?


60. What is your child's age now?

Less than 1 year old 1 to 2 years old 3 to 4 years old 5 to 6 years old 7 to 9 years old 10 to 12 years old 13 to 15 years old 16 to 17 years old

61. Is your child male or female?

Male Female

62. Is your child of Hispanic or Latino origin or descent?

Yes, Hispanic or Latino No, not Hispanic or Latino

63. What is your child's race? Please mark one or more.

White Black or African-American Asian Native Hawaiian or other Pacific Islander American Indian or Alaska Native Other

64. What is your age now?

18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 or older

65. Are you male or female?

Male Female

Page 211 of 308

869-08 08 CZKCE

66. What is the highest grade or level of school that you have completed?

8th grade or less Some high school, but did not graduate High school graduate or GED Some college or 2-year degree 4-year college graduate More than 4-year college degree

67. How are you related to the policyholder?

I am the policyholder Spouse or partner of policyholder Child of policyholder Other family member Friend Someone else

68. How are you related to the child?

Mother or father Grandparent Aunt or uncle Older sibling Other relative Legal guardian

69. Did someone help you complete this survey?

Yes If Yes, go to question 70 No Thank you. Please return the

completed survey in the postage-paid envelope.

70. How did that person help you? Check all that apply.

Read the questions to me Wrote down the answers I gave Answered the questions for me Translated the questions into my

language Helped in some other way

THANK YOU

Thanks again for taking the time to complete this survey! Your answers are greatly

appreciated.

When you are done, please use the enclosed postage-paid envelope to mail the survey to:

DataStat, 3975 Research Park Drive

Ann Arbor, MI 48108

Page 212 of 308

Key Items - Child

Question # Question Wording

1 In the last 12 months, did your child get counseling, treatment or medicine for any of these reasons?

2 In the last 12 months, did you call someone to get professional counseling on the phone for your child?

4 In the last 12 months, did your child need counseling or treatment right away?

6 In the last 12 months, not counting times your child needed counseling or treatment right away, did you make any appointments for your child for counseling or treatment?

9 In the last 12 months (not counting emergency rooms or crisis centers), how many times did your child get counseling, treatment or medicine in an office, clinic, or other treatment program?

16 In the last 12 months, did your child take any prescription medicines as part of his or her treatment?

27 Does your child’s language, race, religion, ethnic background or culture make any difference in the kind of counseling or treatment he or she needs?

29 Using any number from 0 to 10, where 0 is the worst counseling or treatment possible and 10 is the best counseling or treatment possible, what number would you use to rate all your child’s counseling or treatment in the last 12 months?

31 In general, how would you rate your child’s overall mental health now?

36 In the last 12 months, did your child use up all his or her benefits for counseling or treatment?

39 In the last 12 months, did you need approval for any of your child’s counseling or treatment?

41 In the last 12 months, did you call customer service to get information or help about counseling or treatment for your child?

47 Has your child received Care Coordination for any services in the past 12 months?

48 Please identify the service categories that your child received Care Coordination for in the past 12 months.

49 It is easy to get in touch with my child’s Care Coordinator when I need them.

50 My child’s Care Coordinator responds to my calls in a timely manner.

51 If I have questions, my child’s Care Coordinator helps me find the answers.

52 My child’s Care Coordinator has helped me find services and people to support me in managing my child’s care.

59 In general, how would you rate your child’s overall health now?

62 Is your child of Hispanic or Latino origin or descent?

63 What is your child’s race?

64 What is your age now?

65 Are you male or female?

66 What is the highest grade or level of school that you have completed?

Page 213 of 308

(Back to agenda)

ITEM: Finance Committee Report


BACKGROUND: The Finance Committee’s function is to review financial statements and

recommend policies/practices on fiscal matters to the Area Board. The Finance Committee meets

monthly at 3:00 p.m. prior to the regular Area Board Meeting.

REQUEST FOR AREA BOARD ACTION: Accept the report.


RESOURCE PERSON(S): James Edgerton, Committee Chair; Robert Robinson, CEO; Kelly

Goodfellow, CFO



6B

Page 214 of 308

Thursday, February 02, 2017 BOARD FINANCE COMMITTEE

Draft minutes may be submitted with the monthly Board packet. Minutes will be approved by this Committee at a later date.

APPOINTED MEMBERS PRESENT: ☒ James Edgerton, Chair; ☒George Quick, MBA, ☒ John Griffin; ☒ Vicki Shore BOARD MEMBERS PRESENT: Chris Bostock, Amelia Thorpe GUEST(S) PRESENT: Mary Hutchings, Wake County Internal Auditor, Vicki Evans, Cumberland County Finance Officer

STAFF PRESENT: Rob Robinson, CEO; Kelly Goodfellow, CFO, Sara Pacholke, Controller, Kate Peterson, Project Manager

1. WELCOME AND INTRODUCTIONS

2. REVIEW OF THE MINUTES – The minutes from the 12/1/16 meeting and the 1/5/17 meeting were reviewed; a motion was made by George

Quick and seconded by Vicki Shore to approve the minutes from both meetings.

AGENDA ITEMS: DISCUSSION: NEXT STEPS: TIME FRAME:

3. The monthly financial reports were discussed which includes the Statement of Net Position, the Statement of Revenue and Expenses – Actual to Budget, Senate Bill 208 Required Ratios, and DMA Contract Ratios

a) Statement of Net Position – Alliance currently has a strong net position of $115,999,047 as of December 31, 2016. Cash has decreased, however investment in the NC Capital Management Trust has gone up.

b) Statement of Revenue and Expenses – Actual to Budget as of December 31, 2016 – Alliance currently has revenues exceeding expenses of $11,301,726. The majority of this is related to Medicaid and Medicaid risk reserve as well as local funds. The amount of savings will likely come down as more is spent on claims and administrative functions. Earnings for this time of year are lower than previous years, however that is to be expected as we move forward in the managed care environment (savings are higher in the beginning).

c) Senate Bill 208 Ratios - Alliance is currently meeting and exceeding all required Senate Bill 208 ratios (current ratio and percent paid).

d) DMA Contract Ratios – Alliance is currently meeting and exceeding all DMA contractual required ratios (defensive interval and MLR).

Finance Committee Meeting 5/4/17 Page 2 of 9

Page 215 of 308

Thursday, February 02, 2017 BOARD FINANCE COMMITTEE



4. Rob Robinson discussed a board resolution that he would be presenting to

the full Board. The North Carolina General Assembly eliminated approximately $232 million dollars of State Single Stream money statewide and required the LME/MCO’s to replace the lost State funds with their savings, or “fund balance” money. Rob will present a recommendation for Board approval to request that the County Commissioners within our catchment area sign a resolution asking the State to restore Single Stream funding to the level prior to the cuts.

5. Kelly Goodfellow discussed the upcoming budget retreat. She shared the presentation outline draft and asked for feedback. This year’s budget retreat will look at financial information as well as strategic.

6. A motion was made by John Griffin to enter closed session pursuant to NC General Statute 143.318-11(a)(5) to instruct the public body’s staff concerning the position to be taken by or on behalf of the public body in negotiating the price and other material terms of a contract or proposed contract for the acquisition of real property by purchase, option, exchange, or lease; seconded by Vicki Shore. Motion passed unanimously.

7. The Finance Committee returned to open session.

8. ADJOURNMENT


Page 216 of 308

Thursday, March 02, 2017 BOARD FINANCE COMMITTEE


APPOINTED MEMBERS PRESENT: ☒ James Edgerton, Chair; ☒George Quick, MBA, ☐ John Griffin; BOARD MEMBERS PRESENT: n/a GUEST(S) PRESENT: Mary Hutchings, Wake County Internal Auditor

STAFF PRESENT: Rob Robinson, CEO; Kelly Goodfellow, CFO, Sara Pacholke, Controller


2. REVIEW OF THE MINUTES – The minutes from the 2/2/17 meeting was reviewed; however because a quorum was not met they were not

approved.


3. The monthly financial reports were discussed which includes the Statement of Revenue and Expenses – Actual to Budget, Senate Bill 208 Required Ratios, and DMA Contract Ratios

a) Statement of Revenue and Expenses – Actual to Budget as of January 31, 2017 – Alliance currently has revenues exceeding expenses of $19,248,873. The majority of this is related to Medicaid and Medicaid risk reserve as well as local funds. The amount of savings will likely come down as more is spent on claims and administrative functions. Earnings for this time of year are lower than previous years, however that is to be expected as we move forward in the managed care environment (savings are higher in the beginning).

b) Senate Bill 208 Ratios - Alliance is currently meeting and exceeding all required Senate Bill 208 ratios (current ratio and percent paid).

c) DMA Contract Ratios – Alliance is currently meeting all DMA contractual required ratios (defensive interval and MLR).

4. Rob Robinson discussed the state working on solvency standards for LME/MCO’s. Currently they are looking at LME/MCO’s having 60 days’ cash on hand (using cash on hand less current liabilities).

Sara Pacholke to research options so we can present a recommendation to the State


Page 217 of 308

Thursday, March 02, 2017 BOARD FINANCE COMMITTEE



5. Kelly Goodfellow discussed the upcoming budget retreat. She shared the presentation outline draft and asked for feedback.

6. The budget transfer policy was discussed. It was determined that the final changes are acceptable and it will go to the policy committee for approval.

7. ADJOURNMENT


Page 218 of 308

ASSETS

Current Assets

Cash and cash equivalents $43,760,776.95

Restricted cash 8,469,695.00

Short term investments 58,217,700.65

Due from other governments 13,471,931.61

Accounts receivable, net of allowance for uncollectible accounts 146,608.50

Sales tax refund receivable 88,242.26

Prepaid expenses 1,107,562.38

Total Current Assets 125,262,517.35

Noncurrent Assets

Restricted Cash 32,389,415.88

Other assets 106,321.66

Capital assets, net of accumulated depreciation 2,904,000.64

Deferred Outflows of Resources 2,885,029.00

Total Other Assets 38,284,767.18

Total Assets $163,547,284.53

LIABILITIES

Current Liabilities

Accounts Payable and Other Current Liabilities 2,445,523.55

Claims and other service liabilities 36,788,480.29

Current portion of accrued vacation 577,966.36

Total Current Liabilities 39,811,970.20

Noncurrent Liabilities

Net Pension Liability 1,551,888.00

Accrued Vacation 883,435.98

Deferred Inflows of Resources 806,597.00

Total Long-Term Liabilities 3,241,920.98

Total Liabilities 43,053,891.18

NET POSITION

Capital Assets at Beginning of Year 846,842.95

Restricted 35,393,062.95

Unrestricted 68,457,414.45

Net Revenue over Expenses:

Current Year Change in Net Position 15,796,073.00

Total Net Position 120,493,393.35

Total Liabilities and Net Position $163,547,284.53

Statement of Net Position - As of March 31, 2017


Page 219 of 308

% Received/

Original Budget Current Period Q1 Q2 Q3 Year to Date Balance Expended

REVENUES

Local Grants $36,874,048.00 $3,997,761.69 $8,604,217.06 $8,740,477.06 $6,314,018.87 $23,658,712.99 $13,215,335.01 64.16%

State & Federal Grants 55,113,711.00 4,854,362.43 9,286,598.89 8,582,829.41 10,556,818.59 28,426,246.89 26,687,464.11 51.58%

Medicaid Waiver Services 348,220,800.00 32,079,940.56 88,292,802.83 89,496,683.70 94,912,687.48 272,702,174.01 75,518,625.99 78.31%

In Kind - - 1,372,449.37 - - 1,372,449.37 -

Total Revenue 440,208,559.00 40,932,064.68 107,556,068.15 106,819,990.17 111,783,524.94 326,159,583.26 115,421,425.11 74.09%

Administrative

Local Administration 369,835.81 30,874.65 86,253.95 98,993.95 92,623.95 277,871.85 91,963.96 75.13%

LME Administrative Grant 4,359,385.00 363,282.00 1,089,846.00 1,089,846.00 1,089,846.00 3,269,538.00 1,089,847.00 75.00%

Medicaid Waiver Administration 44,330,623.20 4,167,836.13 11,616,594.42 11,519,518.00 12,331,355.80 35,467,468.22 8,863,154.98 80.01%

Miscellanous Revenue 100,000.00 34,908.09 42,193.37 53,095.43 100,895.55 196,184.35 (96,184.35) 196.18%

Total Administrative Revenue 49,159,844.01 4,596,900.87 12,834,887.74 12,761,453.38 13,614,721.30 39,211,062.42 9,948,781.59 79.76%

Total Revenues 489,368,403.01 45,528,965.55 120,390,955.89 119,581,443.55 125,398,246.24 365,370,645.68 125,370,206.70 74.66%

EXPENSES

Local Services 36,874,048.00 7,372,960.16 1,716,205.31 12,008,874.01 8,754,216.78 22,479,296.10 14,394,751.90 60.96%

State & Federal Services 55,113,711.00 4,545,882.69 13,400,655.76 12,636,506.83 12,694,438.20 38,731,600.79 16,382,110.21 70.28%

Medicaid Waiver Services 348,220,800.00 32,819,373.86 79,596,629.79 84,127,546.41 87,385,995.39 251,110,171.59 97,110,628.41 72.11%

In Kind Expenses - - 1,372,449.37 - - 1,372,449.37 -

Total Service Expenses 440,208,559.00 44,738,216.71 96,085,940.23 108,772,927.25 108,834,650.37 313,693,517.85 127,887,490.52 71.26%

Administrative

Operational 6,749,177.51 637,972.74 1,131,199.62 1,365,676.24 1,409,519.72 3,906,395.58 2,842,781.93 57.88%

Salaries, Benefits, and Fringe 34,017,214.69 3,036,270.43 8,738,211.83 8,862,271.59 8,960,953.87 26,561,437.29 7,455,777.40 78.08%

Professional Services 8,293,451.81 792,175.39 1,472,924.27 2,241,521.56 1,698,776.13 5,413,221.96 2,880,229.85 65.27%

Miscellanous Expense 100,000.00 - - - - - 100,000.00 0.00%

Total Administrative Expenses 49,159,844.01 4,466,418.56 11,342,335.72 12,469,469.39 12,069,249.72 35,881,054.83 13,178,789.18 72.99%

Total Expenses 489,368,403.01 49,204,635.27 107,428,275.95 121,242,396.64 120,903,900.09 349,574,572.68 141,066,279.70 71.43%

CHANGE IN NET POSITION ($3,675,669.72) $12,962,679.94 ($1,660,953.09) $4,494,346.15 $15,796,073.00

Statement of Revenue and Expenses (Budget and Actual) - As of March 31, 2017


Page 220 of 308

Senate Bill 208 Ratios - As of March 31, 2017

99.65%

86%

88%

90%

92%

94%

96%

98%

100%

102%

O C T - 1 6 N O V - 1 6 D E C - 1 6 J A N - 1 7 F E B - 1 7 M A R - 1 7

PERCENT PAID

Bench Mark Alliance

Percent Paid = Percent of clean claims paid within 30 days of receiving. The benchmark is 90%.

Current Ratio = Compares current assets to current liabilities. Liquidity ratio that measures an organization's ability to pay short term oblications. The benchmark is 1.0.

3.15

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00


CURRENT RATIO

Bench Mark Alliance


Page 221 of 308

DMA Ratios - As of March 31, 2017

98.64

0

20

40

60

80

100

120

140


DEFENSIVE INTERVAL

Bench Mark Alliance

Defensive Interval = Current assets divided by average daily operating expenses. This rato shows how many days the organization can continue to pay expenses if no additional cash comes in. The benchmark is 30 days.

88%

70%

75%

80%

85%

90%

95%


MEDICAL LOSS RATIO

Bench Mark MLR

Medical Loss Ratio (MLR) = Total Services Expenses plus Administrative Expenses that go towards directly improving health outcomes divided by Total Medicaid Revenue less Risk Reserve Revenue. The benchmark is 85% however we are held harmless until July 2017. Beginning July 2017 Risk Reserve will be included in revenue.


Page 222 of 308

(Back to agenda)

ITEM: Draft Minutes from the April 6, 2017, Board Meeting


REQUEST FOR BOARD ACTION: Approve the draft minutes from the April 6, 2017, meeting.

CEO RECOMMENDATION: Approve the minutes.

RESOURCE PERSON(S): Robert Robinson, CEO; Veronica Ingram, Executive Assistant

A.



7A

Page 223 of 308

Thursday, April 06, 2017

AREA BOARD REGULAR MEETING

711 Executive Place, Fayetteville, NC 28305

4:00-6:00 p.m.

Page 1 of 4

MEMBERS PRESENT: ☒Cynthia Binanay, Vice-Chair, ☒Michael Boose, ☒Christopher Bostock, Chair, ☒Heidi Carter (via

phone), ☐George Corvin, MD, ☐James Edgerton, ☒Lodies Gloston, ☒Phillip Golden (via phone), ☒John Griffin, Ed.D, ☒Curtis

Massey, ☐George Quick, ☒William Stanford, Jr., ☒Caroline Sullivan (via phone), ☒Amelia Thorpe, ☐Lascel Webley, Jr., and

☐McKinley Wooten, Jr.

GUEST(S) PRESENT: Glenn Adams, Chair of Cumberland Board of County Commissioners; Caroline Bradstock, CFAC Chair; John Biggers, Cape Fear

Valley Medical Center; Amy Cannon, Cumberland County Manager; Elizabeth Goolsby, Director of Fayetteville Veterans Affairs Medical Center; Tracy

Jackson, Cumberland County Manager’s office; Jimmy Keefe, Cumberland Board of County Commissioners; and Brian Perkins, Government Relations

Consultant

ALLIANCE STAFF PRESENT: Hank Debnam, Cumberland Site Director/Veteran’s Point of Contact; Joey Dorsett, Senior Vice-President/Chief Information

Officer; Kelly Goodfellow, Executive Vice-President/Chief Financial Officer; Carol Hammett, General Counsel; Veronica Ingram, Executive Assistant; Beth

Melcher, Executive Vice-President/Clinical Operations (interim); Sara Pacholke, Senior Vice-President/Financial Operations; Vera Reinstein, Pharmacist;

Robert Robinson, Chief Executive Officer; Sara Wilson, Government Relations Director, and Doug Wright, Director of Consumer Affairs.

1. CALL TO ORDER: Chairman Christopher Bostock called the meeting to order at 4:02 p.m.


2. Announcements Chairman Bostock welcomed guests and asked them to introduce themselves. Glenn Adams, Chair of the Cumberland Board of

County Commissioners, welcomed Board members to Cumberland County and expressed appreciation for the work done by the

Board.

Mr. Robinson mentioned the results from EQR (external quality review); Alliance was rated at 94.4% which was the highest

score among NC MCOs.

Also, Mr. Robinson mentioned that Alliance is reviewing files and requesting updated resumes/CVs for all Board members.

Board members can forward these documents to Ms. Ingram.

3. Agenda Adjustments There were no adjustments to the agenda.

4. Public Comment There were no public comments.

Page 224 of 308




4:00-6:00 p.m.

Page 2 of 4


5. Committee Reports A. Consumer and Family Advisory Committee – page 3

The Alliance Consumer and Family Advisory Committee (CFAC) is composed of consumers and/or family members from

Durham, Wake, or Cumberland counties who receive mental health, intellectual/developmental disabilities or substance

use/addiction services. This month’s report included draft minutes from the subcommittee meetings.

Caroline Bradstock, CFAC Chair, presented the report. Ms. Bradstock provided an update from the recent CFAC meetings and

mentioned that artists from Arts Access attended the Wake subcommittee meeting and shared an overview of their organization

which ensures access to the arts for all persons. The CFAC report is attached to and made part of these minutes.

B. Finance Committee – page 42

The Finance Committee’s function is to review financial statements and recommend policies/practices on fiscal matters to the

Area Board. This month’s report included draft minutes from the March meeting; it is attached to and made part of these minutes.

Sara Pacholke, Senior Vice-President/Financial Operations, presented the report. She mentioned that revenues exceeded

expenditures and all State mandated ratios were met. Ms. Pacholke mentioned that the budget amendment will be addressed at the

next meeting as the super majority required to approve budget matters was not present.

BOARD ACTION

The Board received the committee reports.

6. Consent Agenda A. Draft Minutes from March 2, 2017, Board Meeting – page 20

B. Executive Committee Report – page 26

C. Human Rights Committee Report – page 29

D. Network Development and Services Committee Report – page 78

E. Policy Committee Report – page 103

F. Quality Management Committee Report – page 106

G. Draft Minutes from March 21, 2017, Board Budget Retreat – page 167

The consent agenda was sent as part of the Board packet. There were no comments or discussion about the consent agenda.

BOARD ACTION

A motion was made by Dr. John Griffin to approve the consent agenda; seconded by Mr. William Stanford. Motion passed

unanimously.

Page 225 of 308




4:00-6:00 p.m.

Page 3 of 4


7. Recommendation for

Appointment – page

224

As noted in the by-laws the Area Board is given the task of advertising, accepting applications, interviewing and recommending

appointment of prospective Board members to the respective boards of county commissioners.

Chairman Bostock shared that the Executive Committee interviewed applicants for the vacant seat representing Wake County. He

stated that the Executive Committee recommends that the Area Board recommend that the Wake Board of County Commissioners

appoint Marilyn Avila to the vacant seat.

BOARD ACTION

A motion was made by Mr. Curtis Massey to recommend that the Wake Board of County Commissioners appoint Marilyn Avila;

seconded by Ms. Lodies Gloston. Motion passed unanimously.

8. Electronic

Advertising of Bids

– page 225

NC General Statute Chapter 143 Article 8, requires that Alliance, as a political subdivision of the State, formally advertise its large

bids for construction ($500,000 and greater) and purchase of goods ($90,000 and greater) electronically and/or via newspaper. A

decision to advertise solely by electronic means for all contracts that are subject to Article 8, Public Contracts, must be approved

by the governing board of the political subdivision at a regular meeting.

There were no questions or discussion about the proposal.

BOARD ACTION A motion was made by Dr. John Griffin to approve the proposal to authorize formal bids made pursuant to statute to be advertised

solely by electronic means when deemed proper in the discretion of the Purchasing Manager; seconded by Ms. Lodies Gloston.

Motion passed unanimously.

9. Training: Opioid

Dependency

Vera Reinstein, Pharm. D, Clinical Pharmacist, provided background of current opioid dependency, statistics regarding

prescription and non-prescription use, and mortality rates. Additionally, Dr. Reinstein provided the Board with Alliance’s current

efforts to address the opioid epidemic which are directed by the Governor’s task force work and strategic plan. This strategic

plan was developed by a committee of internal and external stakeholders and is focused on the following areas: medication

assisted treatment, partnerships with NC Harm Reduction Coalition (NCHRC), and crisis facilities to increase education and

access to naloxone.

Fayetteville LEAD (law enforcement assisted diversion) is a partnership with Alliance, the criminal justice system, the district

attorney’s office and NCHRC and TASC (treatment accountability for safer communities). The LEAD program is a pilot

program; it is the first of its type in the South. Lastly, Dr. Reinstein reviewed next steps which include education for Alliance

staff, providers and community stakeholders; prevention, collaboration, and advocacy.

Page 226 of 308




4:00-6:00 p.m.

Page 4 of 4


Board members discussed the STOP act, effective communication, follow-up treatment after Narcan is administered, current and

potential partnerships, additional advocacy for nurse practitioners to be able to dispense Narcan, and treatment for adolescents.

The opioid dependency training is attached to and made part of these minutes.

BOARD ACTION

The Board accepted the training as presented; no additional action required.

10. Updates Brian Perkins, Government Relations Strategic Advisor, provided an update on current topics and actions in the North Carolina

General Assembly.

11. Chairman’s Report Chairman Bostock reminded the Board that next month’s meeting will be at Alliance’s home office.

12. Closed Sessions BOARD ACTION

A motion was made by Vice-Chair Cynthia Binanay to enter closed session pursuant to NCGS 143-318.11 (a) (6) and NCGS 143-

318.11 (1) to consider the qualifications, competence, and performance of an employee and to prevent the disclosure of information

that is confidential and not a public record under NCGS 122C-126.1; seconded by Ms. Lodies Gloston. Motion passed unanimously.

The Board returned to open session.

13. Adjournment With all business being completed the meeting adjourned at 7:09 p.m.

Next Board Meeting

Thursday, May 04, 2017

4:00 – 6:00

Robert Robinson, Chief Executive Officer Date Approved

Page 227 of 308

(Back to agenda)

ITEM: Executive Committee Report


BACKGROUND: The Executive Committee sets the agenda for Area Board meetings and acts

in lieu of the Area Board between meetings. Actions by the Executive Committee are reported to

the full Area Board at the next scheduled meeting. This month’s report includes approved minutes

from the March 30, 2017, meeting and draft minutes from the April 18, 2017, meeting.



RESOURCE PERSON(S): Christopher Bostock, Area Board Chair; Robert Robinson, CEO



7B

Page 228 of 308

Thursday, March 30, 2017

BOARD EXECUTIVE COMMITTEE MEETING - SPECIAL MEETING

4600 Emperor Boulevard, Durham, NC 27703

4:00-6:00 p.m.


Page 1 of 1

APPOINTED MEMBERS PRESENT: ☒Cynthia Binanay, Board Vice-Chair, B.S.N, M.A (via phone).; ☒Christopher

Bostock, Board Chair, B.S.I.M. (via phone); ☐George Corvin, Quality Management Committee Chair, M.D.; ☒James Edgerton,

Finance Committee Chair, B.S. (via phone); ☒Lodies Gloston, Human Rights Committee Chair, B.A., M.A. (via phone); ☒Curtis

Massey, Policy Committee Chair, B.A., J.D. (via phone); ☒William Stanford, Previous Board Chair, B.A., J.D. (via phone); and

☒Lascel Webley, Audit and Compliance Committee Chair, B.S., M.B.A., M.H.A (via phone)

BOARD MEMBERS PRESENT: None

GUEST(S) PRESENT: Brian Perkins, Legal/Legislative Consultant

ALLIANCE STAFF PRESENT: Kelly Goodfellow, Executive Vice-President/CFO; Carol Hammett, General Counsel; Veronica Ingram, Executive

Assistant; Rob Robinson, CEO; Sara Wilson, Government Relations Director



FRAME:

2. Closed Session COMMITTEE ACTION A motion was made by Mr. Webley to enter closed session pursuant to NC General

Statute 143-318.11 (1) to prevent the disclosure of information that is confidential

and not a public record under NCGS 122C-126.1; seconded by Ms. Gloston. Motion

passed unanimously.

Committee returned to open session.

Topic will be covered

in closed session

meeting with the Area

Board.

4/6/17

3. ADJOURNMENT: the next regular Committee meeting will be April 18, 2017, at 4:00 p.m.

Page 229 of 308

Tuesday, April 18, 2017

BOARD EXECUTIVE COMMITTEE MEETING - REGULAR MEETING


4:00-6:00 p.m.


Page 1 of 2

APPOINTED MEMBERS PRESENT: ☒Cynthia Binanay, Board Vice-Chair, B.S.N, M.A. (via phone); ☒Christopher

Bostock, Board Chair, B.S.I.M.; ☒George Corvin, Quality Management Committee Chair, M.D.; ☒James Edgerton, Finance

Committee Chair, B.S.; ☐Lodies Gloston, Human Rights Committee Chair, B.A., M.A.; ☒Curtis Massey, Policy Committee

Chair, B.A., J.D. (via phone); ☐William Stanford, Previous Board Chair, B.A., J.D.; and ☒Lascel Webley, Audit and

Compliance Committee Chair, B.S., M.B.A., M.H.A (via phone)

BOARD MEMBERS PRESENT: None

GUEST(S) PRESENT: Brian Perkins, Legal/Legislative Consultant

ALLIANCE STAFF PRESENT: Carol Hammett, General Counsel; Veronica Ingram, Executive Assistant; Rob Robinson, CEO; and Sara Wilson,

Government Relations Director


2. REVIEW OF THE MINUTES – The minutes from the March 21, 2017, and March 30, 2017, Executive Committee meetings were reviewed; a motion

was made by Mr. Edgerton to approve the minutes; motion seconded by Dr. Corvin. Motion passed unanimously.


FRAME:

3. Updates A. NEXT FUTURE DEVELOPMENT WORKGROUP MEETING -

Tuesday, May 02, 2017: Committee discussed the upcoming

meeting and potentially postponing the meeting as some staff will

be at a conference.

B. ALL-STAFF TRAINING ON MAY 5, 2017: Mr. Robinson

mentioned this upcoming training which is an annual event for all

agency staff. He mentioned that Board members are invited to

attend the training

C. LEGISLATIVE UPDATES: Mr. Perkins, Ms. Wilson and Ms.

Hammett reviewed a recent bill (House Bill 403) and if approved,

its potential impact on NC LME/MCOs. HB 403 can be found here:

http://www.ncleg.net/Applications/BillLookUp/LoadBillDocument.

aspx?SessionCode=2017&DocNum=2229&SeqNum=0.

A. Mr. Robinson will arrange

training with staff, external

consultant and Board

members;

B. Ms. Ingram will forward an

invitation to Board members.

C. None specified.

A. None

specified.

B. 4/20/17

C. N/A

4. Process for Open

Johnston Seat

Chairman Bostock reviewed the process for filling vacant Board seats.

He and Mr. Robinson mentioned next steps. Committee agreed to invite

applicant for an interview and pursue additional advertising

opportunities for this vacant position.

A. Ms. Ingram will invite current

applicant for an interview.

B. Ms. Ingram and Mr. Robinson

will pursue additional

advertisements methods.

A. before

5/16/17

B. None

specified.

Page 230 of 308



Tuesday, April 18, 2017

BOARD EXECUTIVE COMMITTEE MEETING - REGULAR MEETING


4:00-6:00 p.m.


Page 2 of 2


FRAME:

5. Review Process for

Electing Board Chair

and Vice-Chair

Chairman Bostock and Mr. Robinson reviewed previous processes for

determining nominations for Board officers.

Committee agreed that members interested in either officer position

would see Chairman Bostock to express their interest by June 1.

Nominations can still be made at June 1 meeting; nominations will be

presented and a vote to determine FY18 officer will occur at June 1

meeting. Committee discussed adding nomination provisions to the by-

laws.

Ms. Ingram will add topic to the

May Board agenda.

4/18/17

6. Board Training:

Services for

Individuals with

Complex Needs

Mr. Robinson mentioned postponing this topic until the June Board

meeting. Committee agreed.

None specified. N/A

7. An May 4, 2017, Area

Board Draft Agenda

Committee reviewed the draft agenda and provided input. Ms. Ingram will forward the

revised agenda to staff.

4/19/2017

8. Closed Session COMMITTEE ACTION A motion was made by Dr. Corvin to enter closed session pursuant to

NC General Statue 143-318.11(a) (6) to consider the qualifications,

competence, and performance of an employee; motion seconded by Mr.

Edgerton. Motion passed unanimously.

Committee returned to open session. Chairman Bostock noted that no

action was taken during closed session.

Topic will be addressed with Area

Board during closed session of the

May Board meeting.

5/4/2017

9. ADJOURNMENT: the next Committee meeting will be May 16, 2017, at 4:00 p.m.

Page 231 of 308

7C

(Back to agenda)

ITEM: Human Rights Committee Report


BACKGROUND: The Human Rights Committee shall include consumers and family members

representing mental health, developmental disabilities and substance abuse.

The Human Rights Committee functions include:

1) Reviewing and evaluating the Area Authority’s Client Rights policies at least annually and

recommending needed revisions to the Area Board.

2) Overseeing the protection of client rights and identifying and reporting to the Area Board

issues which negatively impact the rights of persons serviced.

3) Reporting to the full Area Board at least quarterly.

The Human Rights Committee shall meet at least quarterly.

The Human Rights Committee is required by statute and by your by-laws. The Committee meets

at least quarterly and reports to you by presenting the minutes of the meetings as well as through

Quality Management Reports reviewing grievances and incidents.

The Human Rights Committee is a Board Committee with at least 50% of its membership being

either consumers or family members that are not Board Members. All members and the chair are

appointed by the Chair of the Alliance Board of Directors. The Committee is currently chaired by

Ms. Lodies Gloston. Draft minutes and supporting documents for April 13, 2017 are attached.



RESOURCE PERSON(S): Lodies Gloston, Committee Chair; Doug Wright, Director of

Consumer Affairs; May Alexander, QM Data Manager



Page 232 of 308


BOARD HUMAN RIGHTS COMMITTEE - REGULAR MEETING


4:00-6:00 p.m.


Page 1 of 2

APPOINTED MEMBERS PRESENT: ☒Ira B. Wolfe, ☒Lodies Gloston, Board member/Committee Chair, B.A.,

M.A., ☐William Stanford, Board member, B.A., J.D., ☒Dr. Michael Teague, ☐Amelia Thorpe, Board member,

B.A., and ☐McKinley Wooten, Jr., Board member, B.A., J.D.

APPOINTED, NON-VOTING MEMBERS PRESENT:

BOARD MEMBERS PRESENT:

GUEST(S) PRESENT: STAFF PRESENT: Doug Wright, Director of Consumer Affairs; Consumer Affairs Specialist(s): Stacy Guse, Star Davis, Yancee Pérez


2. REVIEW OF THE MINUTES - The minutes from the January 12, 2017, meeting were reviewed; a motion was made by Dr. Michael Teague and

seconded by Ira Wolfe to approve the minutes. Motion passed.


FRAME:

Incidents – May Alexander

Doug reviewed the level three incidents from the last quarter:

Level 3 Incident Data

- April 17 HRC Mtg.xlsx

Grievances – May Alexander

Doug reviewed grievance data from the last quarter:

Complaints Against

Alliance - April 17 HRC Mtg.xlsx Further conversation from the group inquired as to a potential

trend over a three-month period under the category of

caregiver abuse. Questions arose as to whether or not this is

coming from one place? Looks as though there is an increase

Ask if May can share

some insight

regarding the trend

over 3 months as

well as the sexual

assaults in the month

of March.

Ask May how deaths

and incidents are

reported and have

Page 233 of 308


BOARD HUMAN RIGHTS COMMITTEE - REGULAR MEETING


4:00-6:00 p.m.


Page 2 of 2


FRAME:

from January onward. Is there any background information on

this? Other questions arose regarding sexual assaults in March.

Other questions arose as to how Johnston County consistently

has had zero deaths reported.

her speak to the zero

coming from

Johnston County.

Committee Functions and Concerns/Procedure

Doug reviewed the committee charter and detailed what

information was being looked at and why.

Human Rights

Committee Charter.pdf

Calendar for year/Department presentations

Doug asked the committee what departments they were

interested in having come to share. The group decided on

Monitoring and Compliance, as well as the Grievance

Process and Procedures.

Announcements

Lodies shared that there is still a need for recruitment to fill

Human Rights Committee vacancies. Yancee shared that

she had reached out to a potential candidate in Johnston

County.

The next meeting was changed from July 13th to July 10th

due to a conflict Lodies has with her schedule.

Members to share

HRC vacancies for

interested persons to

participate.

5. ADJOURNMENT: Next meeting will be July 10, 2017 from 4:00 p.m. to 6:00 p.m.

Page 234 of 308

Yes No

June Appropriately Categorized

Notified Proper Agency

Reported Within Timeline

Effective Intervention and Protection

Report Accurate and Complete

Yes No

May Appropriately Categorized





Yes No

April Appropriately Categorized





Yes No

March Appropriately Categorized 19 4

Notified Proper Agency 18 5

Reported Within Timeline 20 3

Effective Intervention and Protection 21 2

Report Accurate and Complete 23 0

Yes No

February Appropriately Categorized 12 0





Yes No

January Appropriately Categorized 17 1





Yes No

December Appropriately Categorized 11 0

Incident Compliance for Level 3s - FY17





Appropriately Categorized






























Jan

uar

yD

ece

mb

erN

ove

mb

erO

cto

be

rSe

pte

mb

erA

ugu

stJu

ly

Page 235 of 308





Yes No

November Appropriately Categorized 11 0





Yes No

October Appropriately Categorized 8 0





Yes No

September Appropriately Categorized 15 0





Yes No

August Appropriately Categorized 9 0





Yes No

July Appropriately Categorized 15 0





July August September October

Appropriately Categorized 0 0 0 0

Notified Proper Agency 0 1 0 0

Categories Receiving "No"s by Month





























Jun

eM

ayA

pri

lM

arch

Feb

ruar

yJa

nu

ary

Page 236 of 308

Reported Within Timeline 1 1 1 2

Effective Intervention and Protection 1 0 2 0

Report Accurate and Complete 1 1 0 0

Yes No % No

Appropriately Categorized 117 5 4%

Notified Proper Agency 109 13 12%

Reported Within Timeline 103 19 18%

Effective Intervention and Protection 112 10 9%

Report Accurate and Complete 117 5 4%

Combined Compliance for Level 3s - FY17

117109 103 112

4%, 5 12%, 13 18%, 19 9%, 10

40

60

80

100

120

140

Combined Compliance for Level 3s - FY17

1

1

1

1

1

1

1

2

2 3

1

5

1

1

1

1

4

2

4

0 1 2 3 4 5 6 7 8






Non-Compliance by Category by Month

July August September October November December

Page 237 of 308

0

20

40

AppropriatelyCategorized

Notified Proper Agency Reported Within Timeline Effective Interventionand Protection

Report Accurate and

Yes No

Page 238 of 308

1

2

1

5

2

3

1

2

1

2

1

1

1

1

1

1



































Level 3 Incident Compliance by Month - FY17

Page 239 of 308

November December January February March April May

0 0 1 0 4

0 5 1 1 5

4

5

2

1

4

4

2

1

1

2

0 5 10 15 20





























Yes No

Page 240 of 308

3 2 2 4 3

1 0 0 4 2

0 0 1 2 0

117

4%, 5

2 2 4

5

3

2

9 10 11 12 13 14 15 16 17 18 19 20

Compliance by Category by Month - FY17

December January February March April May June

Page 241 of 308

Report Accurate andComplete

Page 242 of 308

Page 243 of 308

June

4

5

3

2

25

Page 244 of 308

Page 245 of 308

*34 concerns regarding Clients Rights or HIPAA/Confidentiality in FY17

*18 were Clients Rights, 16 were HIPAA/Confidentiality

*6 of 34 were initiated by an Alliance employee

Month: Clients Rights HIPAA/Confidentiality

July 0 1

August 3 2

September 2 2

October 4 4

November 3 2

December 4 2

January 1 1

February 1 2

March

April

May

June

Rights & Confidentiality Concerns

FY2017 Summary:

3

2

4

3

4

1 11

2

2

4

2

2

1

2

0

1

2

3

4

5

6

7

8

9

July August September October November December January February March April

Breakdown of Clients Rights & HIPAA/Confidentiality Concerns - FY17

Clients Rights HIPAA/Confidentiality

Page 246 of 308

Clients Rights HIPAA/Confidentiality

Page 247 of 308

Rights & Confidentiality Concerns

April May June

Breakdown of Clients Rights & HIPAA/Confidentiality Concerns - FY17

Page 248 of 308

Page 249 of 308

Charter for Human Rights Board Committee

Purpose:

The purpose of this charter is to develop and implement a Human Rights Committee of the Area Board

in accordance with North Carolina General Statutes and Administrative Code and the Alliance Behavioral

Healthcare By-Laws. The Area Authority is responsible for client rights protections in the role as manager

of public mental health, substance abuse and intellectual and developmental disabilities services.

Responsibilities:

The Human Rights Committee shall oversee client rights protections for individuals receiving mental health, substance abuse, intellectual and developmental disabilities services in the Alliance catchment area, to include:

1. Assurance that client rights protections are reviewed through routine provider monitoring in accordance with 10A NCAC 27G .0601-.0610;

2. Compliance with clients’ rights and advance instruction in accordance with NC G.S. 122C, Article 3;

3. Compliance with the protection of clients’ rights in the community according to 10A NCAC 27C, 27D, 27E, and 27F;

4. Assurance of confidentiality according to 10A NCAC 26B; and 5. Review of complaint and appeal data in accordance with 10A NCAC 27G .7001-.7003 and 10A

NCAC 27I .0601-.0609 New members shall receive orientation training regarding this procedure and the following topics:

1. North Carolina Statutes and Administrative Rules; 2. Duties of the State and Alliance Consumer Family Advisory Committee (CFAC); 3. Principles of advocacy, self-determination and recovery; and 4. Customer service strategies, and the organization of the public mental health, substance abuse,

and intellectual and developmental disabilities service system

Annually, all members shall receive training on client rights issues related to their responsibilities serving

on the Committee.

The Committee shall meet at a minimum quarterly at the Alliance Corporate Office. To enhance

participation, members may participate via electronic means, e.g. telephone and video conferencing,

which will be pre-arranged by the Alliance staff support person(s). Such participation includes the right

to vote on issues during the course of the meeting.

Committee meetings shall follow the below structure:

1. Calling the meeting to order 2. Reviewing and approving an agenda 3. Ensuring there is a recorder and having minutes taken 4. Reviewing and approving minutes from previous meeting 5. Considering matters on the approved meeting agenda 6. Calling for motions, a second and voting on items when appropriate 7. Adjournment

Page 250 of 308

When a quorum, which shall consist of the Chairperson plus fifty (50) percent of members, is present,

the Chairperson can call the meeting to order. When a quorum is not met, and with unanimous consent

of the members present, an informal discussion may be held. Minutes of the discussion shall be

recorded and the matters discussed shall be included on the agenda for the subsequent meeting of the

committee.

Emergency meetings may be called for unexpected circumstances that require immediate consideration

by the Committee. Due to the urgent need, emergency meetings shall be held as soon as a quorum of

the Committee can be arranged.

Relationships:

Alliance shall provide staff support to the committee, including but not limited to, collecting and

analyzing information that the committee or the Area Board require to fulfill the requirements of this

charter and per 10A NCAC 27G .0504.

The Human Rights Committee shall report to the full Area Board (via the Human Rights Committee Chairperson) at least quarterly reviewing the Area Authority’s compliance with this charter. System issues, which negatively impact the rights of persons served, shall be reported to the Area Board. Furthermore, the Human Rights Committee shall work with state and local agencies to protect clients’ rights for individuals receiving mental health, substance abuse, intellectual and developmental disabilities services in the Alliance catchment area. In accordance with 10A NCAC 26B .0209, Human Rights Committee members may have access to

confidential information only upon written consent of a client or the client's legally responsible person.

Thus, clients shall not be identified in minutes or in written or oral reports.

Membership:

1. Makeup of the Committee

The Area Board Chairperson shall appoint a Human Rights Committee consisting of twelve (12) voting members, six (6) of whom are not Area Board members or employees of the Area Authority or its Provider Network, and at least three (3) Area Board members, preferably one from each county constituting Alliance Behavioral Healthcare. One Board member shall be designated the Chairperson of the Human Rights Committee by the Area Board Chairperson. The Human Rights Committee shall include disability representation that reflects the clients served and

at least fifty (50) percent of the membership shall consist of individuals who are either consumers or

family members. Efforts shall be made to include representation that reflects differences in the

population of the counties that constitute Alliance Behavioral Healthcare. Efforts will also be made to

include at least one member from any county with which Alliance Behavioral Healthcare has entered

into an inter-local agreement.

Page 251 of 308

Absence from three (3) meetings without notification to the Chairperson during a 12 month period may

be grounds for resignation from the Committee. The Human Rights Committee Chairperson shall notify

the Area Board Chair, who shall make the final decision regarding the resignation.

2. Conflict of Interest

Committee members must disclose a conflict or the appearance of a conflict of interest and depending

on the circumstances, may be prohibited from serving or restricted in voting based on the disclosure.

Furthermore, Committee members are prohibited from representing themselves as independent

representatives of or act independently on behalf of the Alliance Human Rights Committee. Members

who do not fully comply with the provisions in this charter may be subject to removal from the

committee.

If the Committee cannot resolve the conflict of interest, the Chairperson of the Committee shall notify

the Area Board Chair, who shall make the final decision regarding the disposition of all conflict of

interest issues.

Page 252 of 308

(Back to agenda)

ITEM: Review of Board Officers Selection Process


BACKGROUND: As stated in the by-laws officers of the Area Board, Article II, Section D:

1. The officers of the Area Board shall be chosen for a one-year term at the final meeting of the

fiscal year in which the Area Board is serving, and shall be as follows:

a. Chairperson, and

b. Vice-Chairperson.

2. With the exception of the position of Executive Secretary (which shall be filled by the Area

Director/CEO), no officer shall serve in a particular office for more than two consecutive terms.

3. Each Area Board member shall be eligible to serve as an officer.

4. Duties of officers shall be as follows:

a. Chairperson – this officer shall preside at all meetings and generally perform the duties of

a presiding officer. The Chairperson shall appoint all Area Board committees.

b. Vice Chairperson – this officer shall be familiar with the duties of the Chairperson and be

prepared to serve or preside at any meeting on any occasion where the Chairperson is

unable to perform his/her duties.

Chairman Bostock will review the process for determining next year’s officers. The election of

Board officers will occur at the June Board meeting. Board officer terms are concurrent with

Alliance’s fiscal year.

REQUEST FOR AREA BOARD ACTION: Review the process for determining Board officers

in preparation to vote for Board officers at the June 1, 2017, Board meeting.

CEO RECOMMENDATION: Review the process for determining Board officers in preparation

to vote for Board officers at the June 1, 2017, Board meeting.

RESOURCE PERSON(S): Christopher Bostock, Area Board Chairman; Robert Robinson, CEO



8

Page 253 of 308

(Back to agenda)

9

ITEM: FY18 Recommended Budget


BACKGROUND: The FY 2017-2018 Recommended Budget is being presented to the Board for

consideration.

REQUEST FOR AREA BOARD ACTION: Review the report.

CEO RECOMMENDATION: Review the report.

RESOURCE PERSON(S): Robert Robinson, CEO; Kelly Goodfellow, CFO



Page 254 of 308

1 | F Y 1 8 R e c o m m e n d e d B u d g e t

FY18 RECOMMENDED BUDGET MAY 4, 2017

Page 255 of 308


Alliance Behavioral Healthcare Annual Budget

FY 2017-2018

Board of Directors

Christopher Bostock, Chair

Cynthia Binanay, Vice Chair

Durham County Wake County

Cynthia Binanay George Corvin, MD

Commissioner Heidi Carter James Edgerton

Phillip Golden Commissioner Greg Ford

Curtis Massey William Stanford, Jr.

George Quick Caroline Sullivan

Amelia Thorpe McKinley Wooten, Jr.

Lascel Webley, Jr. Vacancy

Cumberland County Johnston County

Christopher Bostock Vacancy

Lodies Gloston

John Griffin, Ed. D

Commissioner Michael Boose

Robert Robinson, CEO

Page 256 of 308


Table of Contents

Reader’s Guide .............................................................................................................................. 5

Alliance Demographic Information ............................................................................................. 7

Departmental Information ........................................................................................................... 8

Care Management Division .......................................................................................................... 8

Business Operations Division ..................................................................................................... 12

Organizational Performance Division....................................................................................... 14

Office of Compliance .................................................................................................................. 22

General Fund Revenues ............................................................................................................. 25

General Fund Expenditures ....................................................................................................... 27

Budget Comparison .................................................................................................................... 29

Functional Organization Chart ................................................................................................. 30

Draft Budget Ordinance ............................................................................................................. 31

Budget and Amendment Process ............................................................................................... 32

Budget Calendar ......................................................................................................................... 33

Glossary of Terms ....................................................................................................................... 33

Page 257 of 308


May 4, 2017 Alliance Board Members, On behalf of the entire organization I thank each of you for your expertise, guidance and support during the past year of continued organizational growth. We are pleased to share with you our FY18 budget proposal.

It reflects our vision to more effectively and strategically manage our all of our funding sources to create a benefit plan that allows individuals across our region to benefit uniformly from the services and supports available through our provider network.

You’ll also see how both our State and our Medicaid funds will support evidence-based and innovative services detailed in our Network Development Plan. We’re particularly excited to be implementing programs geared to helping children and youth receive the treatment they need in their communities, rather than in out-of-home placements, and to be enhancing our continuum of services available to adults – and now more than ever, children – who are experiencing behavioral health crisis.

And, notably, we’ll share highlights of the outstanding work and achievement that resulted in the past year from the efforts of a diverse, talented and committed group of professionals across the organization.

I believe that, like our staff and leadership, you will agree that the investment reflected in this budget truly represents what we are referring to as “the fulfilment of the promise of public managed care” in North Carolina.

We look forward to working closely with you all during this budget process.

Best Regards,

Rob Robinson Chief Executive Officer

Page 258 of 308


Reader’s Guide FY 2017 - 2018 is the sixth annual budget presented for Alliance Behavioral Healthcare (Alliance). This section is provided to help the reader understand the budget by explaining how the document is organized. This document details the budget for fiscal year 201-2018 for Alliance’s administrative and service operations covering Cumberland, Durham, Johnston and Wake counties. The budget year begins July 1, 2017 and ends June 30, 2018. The document will show how the funds are allocated and how they will be spent. Alliance Behavioral Healthcare LME/MCO will have one fund called the General Fund. The General Fund will account for all administrative and service operations and will be divided into functional areas for Administration, Medicaid Services, State Services, Local Services, and Grant Funds, when applicable. Revenues and Expenditures of the General Fund The categories of the revenue and expenditures are the same. They include the following: Administration Alliance Behavioral Healthcare is administratively funded through a combination of the Medicaid waiver, state LME allocation, and county administrative contribution. Alliance began the management of Medicaid services under a waiver according to Session Law 2011-264 House Bill 916 on February 1, 2013. These funds refer to the administration dollars allocated under a contract with the NC Division of Medical Assistance. The funds are allocated based on a per member per month basis. The members per month budgeted is based on historical experience and projections. The NC Division of Mental Health, Developmental disabilities, and Substance Abuse services (NC DMH) continue to allocate funds to administer state and federal block grant dollars for the purposes of serving the non-Medicaid population. Cumberland, Durham, and Wake counties allocate 1% of the county dollars in administrative support for the management of their dollars in serving consumers in their respective county. Miscellaneous This category is to account for any funds received during the fiscal year that do not fall into one of the above mentioned categories and are not significant enough to require their own category. The funds roll up into the Administrative budget. Medicaid Services Alliance Behavioral Healthcare began the management of Medicaid services under a waiver according to Session Law 2011-264 House Bill 916 on February 1, 2013. These funds refer to the dollars allocated under the contract with the NC Division of Medical Assistance to provide services to Medicaid enrollees of Cumberland, Durham, Johnston, and Wake counties.

Page 259 of 308


State Services These funds represent state allocated dollars for Cumberland, Durham, Johnston, and Wake communities to provide services for non-Medicaid citizens with mental health, intellectual/developmental disabilities and substance abuse needs. The funds include Federal Block Grant dollars as allocated from the NC DMH. Local Services These funds represent the Cumberland, Durham, and Wake county allocations to Alliance to provide services for citizens with mental health, intellectual/developmental disabilities, and substance abuse needs in their respective counties. Grants When applicable, grant funds are those that are specified for a particular project or program. Draft Budget Ordinance A draft budget ordinance is being included for informational purposes. Additional Information The basis of accounting and budgeting for Alliance Behavioral Healthcare is modified accrual per G.S. 159-26. This means that revenues are recorded in the time period in which they are measurable and available. Revenues are recognized when they are received in cash. Expenditures are recognized in the period when the services are received or liabilities are incurred. This document was prepared by Alliance Behavioral Healthcare Business Operations and is available online at www.alliancebhc.org. If further information is needed, please contact Kelly Goodfellow, Executive Vice President/CFO, at 4600 Emperor Blvd, Durham, North Carolina 27703 or by email at [email protected].

Page 260 of 308


Alliance Demographic Information

ALLIANCE REGIONAL POPULATION DATA

County Population Medicaid Eligible

Medicaid %

Medicaid Served

Non-Medicaid Served Total

Cumberland 331,238 78,149 23.59% 11,543 3,242 14,338 Durham 297,807 51,713 17.36% 8,317 3,565 11,440 Johnston 183,309 40,438 22.06% 5,455 1,758 6,957 Wake 1,005,367 124,868 12.42% 15,977 8,482 23,274 Total 1,817,721 295,168 16.24% 41,292 17,047 56,009

Based on 2015 Statistics, US Census Bureau

PERSONS SERVED BY AGE AND DISABILITY BASED ON CLAIMS PAID BY MEDICAID AND IPRS

Age Group County MH SA IDD Totals

Child/Youth (ages 0-17)

Cumberland 5,111 128 592 5,409 Durham 3,758 77 343 3,983 Johnston 2,336 34 336 2,534 Wake 7,544 179 903 8,214 Total 18,749 418 2,174 20,140

Adult (ages 18+)

Cumberland 7,435 1,722 712 9,027 Durham 6,076 1,799 752 7,529 Johnston 3,686 1,006 328 4,473 Wake 12,234 3,212 1,773 15,290 Total 29,431 7,739 3,565 36,319

PROVIDER BREAKDOWN Organization Type Provider Count

Agencies 285 Hospital/Residential Treatment Facilities 36 Licensed Professionals 1,613 Outpatient Practices 249 Total 2,183

Page 261 of 308


Departmental Information Care Management Division Care Management at Alliance Behavioral Healthcare is a data-informed, collaborative effort that identifies and addresses the full range of medical, functional, social, emotional, and environmental needs across all populations in order to improve health outcomes by focusing on prevention and person-directed care. Clinical Operations Brief Description of Department and Units The Clinical Operations Department is comprised of two units and receives clinical oversight from the Alliance Senior VP for Clinical Operations and the Chief Medical Director. MH/SA and IDD Utilization Management (UM) are responsible for authorizing services

and monitoring and managing consumers during an episode of care. Activities include monitoring utilization of services authorized, reviewing effectiveness of treatment interventions and making recommendations to improve the effectiveness of consumer treatment plans.

MH/SA and IDD Care Coordination are responsible for working with specific high-risk populations identified within the waiver contract and priority populations that have been identified by Alliance, including individuals with high ED utilization patterns. Care Coordination links consumers with both services and supports and helps eliminate barriers that allow consumers to live as successfully as possible within the community. MH/SA Care Coordination is extending their ability to better address the needs of individuals with serious and persistent mental illness with co-occurring physical health conditions

Accomplishments for FY17 Clinical Operations met all waiver performance standards for the year. Successful implementation of the new Innovations waiver with individual budgeting. Innovations spending was within budget targets. There has been a continued downward trend in Intensive In-Home utilization; met target

utilization goal for the end of the year and continues to trend downward, keeping individuals in less restrictive, more successful levels of treatment.

Improved care coordination functions that are managed within the Access Center primarily around assisting families waiting for C Waiver slots and needing Medicaid covered behavioral health services. Average days between a call to Access and an appointment was 4 days.

Maintained low Psychiatric Residential Treatment Facility (PRTF) utilization. No children in true out of state facilities.

ED liaisons had a reported significant impact on both reducing consumer time in the ED and deferring consumers from inpatient care, with inpatient readmission rates remaining low throughout the year.

Successfully implemented best practice integrated care models in all Alliance counties. Successfully filled all available Innovations slots, moved from ICFs to the community

using Money Follows the Person Funding and B3 services

Page 262 of 308


Added IDD/MHSA care coordinator to Wake CC Team, reduction in IDD wait times in EDs already occurring

Implemented NC START program for children, available to all Alliance counties Implemented a population health analytics tool

Summary of Goals and Objectives for FY18 Continue to meet and exceed all waiver contract requirements. Develop and implement innovative population health transformations in order to improve

overall healthcare for consumers, including enhanced long-term management of chronic conditions to maintain meaningful life in the community.

Improve the clinical quality of care coordination, resulting in longer community tenure/less need for crisis services

Improve consumer adherence with antipsychotic medications Decrease services that require prior authorization and manage based on data review,

including outcome measures. Decrease number of consumers with stays beyond expected ranges for highly utilized

services Develop and pilot an IDD Patient Centered Behavioral Health Home that is responsible for

managing total health of patient population. Maintain low consumer appeals rate. Increase number of consumers served through integrated healthcare teams. Increase intensive in-home and residential services alternatives. Expand use of general outpatient services. Increase use of Medication Assisted Treatment for individuals with substance use disorders. Decrease average length of stay (ALOS) of children in Therapeutic Foster Care. Implement law enforcement division program in Cumberland for individuals arrested for

low level drug offenses. Decrease inappropriate Opiate and Benzodiazepine prescribing practices of both in-network

and primary care prescribers. Improve options and use of community based treatment for youth with problematic sexual

behavior. Implement Resource Allocation Model under the Medicaid C Waiver.

Provider Network and Evaluation Brief Description of Department and Units The Provider Network and Evaluation Department is responsible for the continuous review and evaluation of the provider network for quality of services, adherence to contract requirements, standards of care and performance, while ensuring a full array of providers is available to meet the needs of our service recipients. It also is responsible to ensure the quality of all Alliance services and processes through quality management activities and evaluating the quality of services provided by Alliance.

Page 263 of 308


The Department is comprised of two sections: Provider Network Operations has three components:

o Networks is responsible for managing the communication and dissemination of information to the community of providers, identifying and recruiting new providers, and for providing or arranging for technical assistance for currently enrolled providers.

o Credentialing assures that all providers in the Alliance network meet agency, State, Federal and accreditation requirements and that credentialing information is reviewed and tracked for continuous and timely review.

o Contracts is responsible for the timely development and distribution of all contracts, amendments, and extensions and ensures coordination of administrative activities including official correspondence with providers, provider education and liaison, and administration of provider contracts.

Strategic Initiatives and Special Projects manages the following functions and initiatives: o Community Needs Assessment o Network Development Plan o Special Provider Initiatives o Provider Collaboratives o Requests for Proposals o Hospital Relations

Provider Evaluation o Network Evaluation is responsible for monitoring and evaluating Alliance providers,

programs and services. Evaluation ensures: the use of data as the basis for making decisions, providers and programs are performing effectively, services are outcome-oriented, and Alliance and providers are accountable for the services consumers receive.

Accomplishments for FY17 Expansion of provider collaboratives to provide technical assistance and improve quality. Implementation of multiple evidence based practice service models. Development of multiple new evidence based service definitions to fill service gaps. Improved processes and relationships with our hospital partners. Implementation of contract tracking software to improve accuracy and efficiency. Creation of Provider Evaluation team Implement credentialing software Streamline process for new service development

Summary of Goals and Objectives for FY18 Improve relationships with and contract management of hospitals/health systems. Improve capacity for risk and trends analysis. Address provider network needs and gaps as specified in network development plan. Focus provider collaborative efforts on implementation of evidence based practices. Enhance provider performance and outcome measure reporting. Streamline reports generation. Increase number of provider contracts for evidence based practices.

Page 264 of 308


Identify and implement a process for monitoring evidence based practices. Improve communication processes with Providers.

Community Relations Brief Description of Department and Units Community Relations is one of the most varied and diverse departments within Alliance. Recognizing that a local and visible presence is essential to building and sustaining partnerships critical to meeting organizational outcomes, the Community Relations teams take an innovative approach to improving the systems that support the effectiveness of services. Teams are continually assessing system and service gaps from multiple vantage points including co-location within other systems, outreach activities to stakeholders and advocates, and hosting community collaborative and workgroups. Utilizing a System of Care (SOC) framework, Community Relations focuses on the strengths and vulnerabilities of complex public systems, treatment of the “whole person,” and system transformation to improve policy, shared funding, collaboration and best practices. Recognizing that social determinants of health (i.e. homelessness, poverty/inequality and lack of education/employment) are key drivers of health care costs, Community Relations often plays a tangential role to the MCO functions - improving the environments in which people live increases engagement and retention in services, overall health and wellness, and more meaningful and productive lives that promote recovery. Accomplishments for FY17 Reorganized the Department to better align and support Alliance strategic and clinical goals Implemented short-term rental assistance program (ILI) in each community. Also created a

longer term rental assistance program for a higher risk population Completed a regional Housing Plan Developed a standardized Alliance overview presentation training to over 500 community

partners and stakeholders. Durham, Johnston and Wake have highly successful Crisis Intervention Training (CIT)

training programs with designated CIT Coordinators. A CIT Veterans training was developed in Wake County which has received national attention

Expanded MHFA trainers and now have a CR staff trained on almost every module Implemented Wake Network of Care (NOC) and completed significant enhancements to

Durham NOC Implemented Care Review in each community Successfully completed BECOMING, the 6 year SAMHSA funded grant focusing on

transitional age youth Funding renewed for two HUD-funded supportive housing programs in Durham. All Community Collaborative completed strategic plans outlining SOC priorities. Hired a Director of Housing and a Director of System Engagement

Page 265 of 308


Summary of Goals and Objectives for FY18 Study the need for additional personnel to target key areas across the 4 counties (i.e. System

of Care Manager). Promote cross-departmental collaboration to improve person and service outcomes. Assist in the development of models of care for special and high-risk populations. Assist in the development of comprehensive community supports to increase community

tenure and quality of life for high-risk adolescents and adults. Identify activities of Community Relations (i.e. housing, Care Review) and develop key

performance indicators to show the impact and return on investment. Develop pilot programs in partnership with other internal departments to study the quality

and effectiveness of programs targeting high risk populations (i.e. IIH, ED diversion, etc.). Business Operations Division The Business Operations Division is responsible for the oversight and management of Alliance’s financial accountability relating to budgeting, claims, auditing and financial analysis. Claims Processing Brief Description of Department and Units Claims Processing is responsible for the monitoring and review of all claims processing for all funding sources, analysis of paid and denied claims, special ED claim review, etc. The team consists of Specialists, that assist providers daily on basic billing, and Claims Analysts that work on denials and analysis, encounter claim submission, and large projects. In addition, we have an EDI Specialist who specifically is focused on provider EDI files and EDI files that we send to the State. Accomplishments for FY17 Alliance claims staff continues to provide weekly claims training for providers to ensure

updated knowledge of systems and claim information is shared will all providers. Implemented a new Accounts Receivable (AR) system to allow for denials to be worked

more efficiently. The system allows staff to research, identify claims to rebill and claims to write off.

Increased encounter approved claims from 15% approved in May 2015 to 95% approved in December 2016. Alliance is expected to maintain an average 95% approval rate as of July 1, 2017.

Claims Staff collaborated with IT/Report Development to create reports that provide analysts with paid claims in different categories. Some of the reports include: retro authorizations for claims, Out of Network provider claims, claims outside of our covered age range, claims where Medicaid has changed, and invalid living arrangements.

The HMS audit for March 2016 through August 2016 resulted in high scores of 100% in timeliness of provider payment, 99.38% in claims processing accuracy, and 99.16% in financial accuracy.

Page 266 of 308


Summary of Goals and Objectives for FY18 Maintain focus on meeting the encounter requirement to have 95% approved claims. Develop new reports to analyze paid and denied claims to ensure we are maximizing our

payments to providers Work with IT to continue to make improvements in the AR system so that we can maintain

accurate accounting of all outstanding NC TRACKs submitted claims Continue to enhance training and development so that staff are fully trained and have the

tools they need to do their job. We will focus on building a unified team with the help of updated procedures and process flows, mutual understanding of work, cross departmental training and most importantly adhering to our mission and values.

Finance and Accounting Brief Description of Department and Units Finance and Accounting - responsible for the agency's financial transactions, financial

reporting, adherence to Generally Accepted Accounting Principles (GAAP), ensuring adequate and effective internal controls, etc.

Budget and Financial Analysis - responsible for the development and monitoring of the Alliance budget and analyzing budget to actual at both the administrative and service level. The staff in this unit are also responsible for the review and analysis of Medicaid dollars to include Per Member Per Month (PMPM) spending by category of service and aid, budget vs. actual, individual provider or service trends, etc. Responsibility also includes rate setting for programs, services, and providers.

Accomplishments for FY17 Hired a Grant Accountant to explicitly focus on federal funding requirements. This has been

especially critical with the growing complexity and requirements of our federal dollars. Upgraded our accounting software to a newer version which provided team members access

to more efficient software. Revised our Vendor Maintenance procedure and incorporated an IRS Tax Identification

Number Verification program to improve accuracy of vendor information. Continued the Medicaid Services Committee specifically designed to review our PMPM by

category of service on a monthly basis. Through this Committee, we have been able to dive into service detail, compare financial perspective with the clinical team, and discuss initiatives in cases of over or under spending.

Collaborated with the claims and IT teams to improve reporting to providers to enhance their internal reconciliations related to Alliance payments.

Finalized the Medical Loss Ratio (MLR) project to include all allowable expenses in the ratio and to ensure the MLR performance is monitored regularly.

Created Frequently Asked Questions for payroll and accounts payable to provide employees with additional help and quicker answers to their questions.

Completed another successful independent financial statement audit and compliance audit receiving no material weaknesses, significant deficiencies and no required adjustments.

Page 267 of 308


Implemented a chart of accounts conversion to incorporate the Organization’s recent reorganization into our reporting and budgeting.

Continued the departmental focused administrative budgets, as well as budget to actual reports, to allow for budget ownership and flexibility of spending.

Summary of Goals and Objectives for FY18 Implement a new process for tracking programs/services by provider and by funding source. Implement changes to our billing software which will improve the interface between the

billing software and accounting software. Implement identified budget software that works in conjunction with the accounting

software which will streamline budgeting efforts and assist with reporting. Continue to enhance our reporting and analysis of our services especially in the area of

Medicaid drilling down to the population level, Medicaid eligible lives, and category of service.

Continue engagement with consultants to assist with higher level reporting and forecasting Continue to enhance training and development so that staff are fully trained and have the

tools they need to do their job. We will focus on building a unified team with the help of updated procedures and process flows, mutual understanding of work, cross departmental training and most importantly adhering to our mission and values.

Organizational Performance Division The Organizational Performance division’s primary focus is on driving and supporting Alliance’s ability to meet its strategic planning goals, in particular, the Performance Strategic Goal of “optimizing our business performance to meet today’s needs and prepare for the future”. This is accomplished through the alignment of divisional departments including Organizational Effectiveness, Strategic Analytics, Human Resources, Quality Management, Information Technology and Customer Service/Access Center. Organizational Effectiveness Department Brief Description of Department and Units Organizational Effectiveness (OE) is at the highest level achieved by integrating our organization’s work processes, our people, our systems, and our leadership and aligning all of that with our organizational strategy. The OE Department is new, and was formed as a result of the July 2017 reorganization, building on the strengths of some existing units, such as Strategic Project Management (SPMO), Communications and Facilities, and consolidating and expanding some other units, such as Training and Organizational Development, all to meet our primary purposes: 1) facilitate positive change within the organization that is in alignment with our strategic plan; and 2) enhance and support a healthy organizational culture that is in alignment with our values

The Strategic Project Management team (SPMO) has matured into an internal consulting group while still managing the enterprise wide projects. They have engaged in a number of high priority projects supporting Alliance’s reorganization, department process improvements, and helping to develop the new clinical vision and strategic consultant work to better position Alliance for the future while strengthening the organization.

Page 268 of 308


All of the projects have centered on the enterprise vision and increasing efficient use of resources while meeting legal and contractual requirements.

The Alliance Communications Unit has oversight of all internal and external organizational communications to multiple stakeholders within our catchment area. This broad scope of work includes all organizational marketing development and production, organizational branding efforts, content maintenance of a complex website and highly regarded social media program.

Organizational Development (OD) and Learning is the newest team for the OED and brings our training program together with an expansion of the OD program to focus on staff and leadership development and organizational culture and growth, while at the same time, overseeing all training provided to staff, community members, and providers.

Facilities is currently a one-person unit responsible for the management of construction projects, renovations, and day to day operations of the Alliance sites. Health and Safety also falls within this unit, as do revisions to the Business Continuity Plan (BCP). The SVP is responsible for the BCP.

Accomplishments for FY17

Created the new department aligning the work and goals of four separate units under one mission and vision

Created and hired a Director of Organizational Development and Learning and redesigned staffing, created tracking mechanisms, and initial work on comprehensive ODL Plan to be launched July 2017

Provided training for 9,000 staff, providers and community members 380 individuals trained in Mental Health First Aid Facilitated and managed implementation of major revision of organizational Strategic

Plan with four new goals, and multiple new objectives and initiatives, to accelerate Alliance into the future

Provided portfolio tracking and analysis using Tableau and SharePoint to support executive decisions on project priorities

Managed 32 Enterprise Projects which includes both consulting and enterprise project management engagements, for example the Jennings Community Assessment, the Data Analytics launch and the DOJ/TCLI Supported Employment process improvement

Developed 6-month Process Improvement Training class on-line to engage staff at all sites and further develop culture of quality improvement and project management across the company

Initiated an Evolutionary Site Redesign of the Alliance website, employing surveys and user testing of key audience segments to create a more satisfying and productive user experience as well as an enhanced graphic layout.

Developed the Communication Connectors Initiative engaging designated staff from all divisions and company offices – with support from the Communications Unit – with ensuring regular flow of organizational information for dissemination, i.e. “telling our Alliance stories.”

Added a second Communications and Marketing Specialist to team, focusing on support of the Community Relations Department, and on the enhancement of internal video production capacity and the company social media program.

Page 269 of 308


Completed renovation of Cumberland site office at 711 Executive Place to mirror layout and open design consistent with other Alliance offices

Purchase of Wake Crisis Building at 3309 Durham Drive, in Raleigh, and moving forward with design

Continuation of design phase of renovation of Recovery Response Center (formerly DCA) in Durham

Completion of Strategic Facilities Plan to begin process of preparing options for future growth and potential new office locations to handle growth. Current leases expire December 31, 2018.

Summary of Goals and Objectives for FY18

Launch Enterprise level Project Portfolio System to allow executives to budget, approve and prioritize all major projects or initiatives, and provide training for Alliance Staff which will be needed to support new system

Launch comprehensive Organizational Development and Learning plan to include the following programs/curricula: Leadership Development Academy (4 Programs: Aspiring Leaders, Emerging Leaders, Strategic Leaders, Leader to Leader); Mentoring Programs (Peer & Executive/Senior Leader); Onboarding/Off boarding Program (in tandem with HR); Peer Coaching Program

Provide leadership and project management of major organizational initiatives, including Complete Care, Care Management System, TBI Waiver, and OE Organization Transformation projects (recommendations from the Jennings Community Assessment)

Complete a comprehensive Internal Communications Plan and support organizational efforts to increase employee engagement through improved internal communication.

Work with Jennings Communications to implement recommendations from Community Assessment, related to development of new brand messaging, and an external marketing plan

Continue to implement components of Evolutionary Site Redesign findings to further enhance website value to our users, including increased capacity to assist with consumer self-management of health.

Enhance existing social media program, expanding the positioning of Alliance leadership as “subject matter experts” and investigating the addition of other platforms and increased use of video for communicating messaging

Evaluate current function of SPMO and consider restructuring to Portfolio Management Office to better meet needs of Alliance’s future

Implement Strategic Facilities Plan for office space to accommodate growth and possible consolidation of existing offices and/or merger

For employee safety and security, implement Everbridge - a secure, scalable and reliable critical communications platform that enables rapid delivery of critical communications with near real-time verification over numerous devices and contact paths.

Page 270 of 308


Information Technology Brief Description of Department and Units The IT department is comprised of three distinct teams: Application Development and Quality Engineering - Responsible for all internal application

development and support, including SharePoint and the corporate Intranet. Manages all quality assurance and user acceptance testing and documentation to support corporate audits. Manage database security, file downloads, and IT Project management. Manage User Acceptance Testing (UAT) for all Alpha releases for the organization.

Data Analytics/Business Intelligence - Responsible for extracting, organizing, cataloging and defining all key data elements that support Alliance. This team is also responsible for report and dashboard development to support the advanced analytics and information needs of the company.

IT Infrastructure and Support - Installs and supports all business data and voice networks within the Alliance sites. They are responsible for maintaining network and data security, HIPAA compliancy, email security, network and server performance and administration.


Added a Director of Strategic Data Analytics to the Alliance Team. Added other staff in other key Data Analytics roles – Director of Data Architecture,

Manager of Enterprise Reporting, Data Architect, ETL Developer and additional BI Report Development Staff.

Continued development of Alliance Enterprise Data Warehouse. Expanded reporting and dashboards using MicroStrategy Reporting Software. Deployed Teradata Aster Advanced Analytics Platform. Developed multiple use cases

and proof of concepts including support for Therapeutic Foster Care, Call Center use of Text Analytics and Compliance Provider/Claims review.

Developed a new IT Request Workflow application. This SharePoint application allows ABH staff to request IT services while providing continual feedback to the requestor and extensive monitoring of the project through the Software Development Life Cycle (SDLC).

Implemented the Finance Accounts Receivable (AR) application. This application is used by the claims department to track and manage all claims activity and to monitor claims that have been denied by NCTRACKS.

Developed a Provider Portal for DOJ-Supported Employment tracking and reporting. This application allows ABH to comply with the requirements of the DOJ Settlement. Providers enter checklists that meet all of the DOJ requirements. ABH staff then reviews the checklists for accuracy and completeness. This information is then submitted to DOJ to meet our contractual reporting requirements.

Developed the Independent Living Initiative (ILI) application. This application allows Providers and Care Coordinators to request housing services online. This application is used by Care Coordinators, Housing Department, Finance, and External Providers.

Relocated our Disaster Recovery site from our Cumberland Office to a Co-Location Facility in Greensboro, NC. In doing so, we implemented two-hour replication for

Page 271 of 308


Critical Servers from Peak10 to the new Co-location DR site in Greensboro, providing a higher level of redundancy.

Migrated from Exchange 2010 to Exchange 2016 and implemented a Database Availability Group (DAG) for additional redundancy for email operations.

Completed the Access Center phone system Resiliency Project that included adding 10 phone lines from secondary provider for failover.

Implemented Duo Security Two Factor Authentication for VPN and Server access to improve network access security.

Implemented monthly Qualys vulnerability scanning of our internal networks and public facing IP addresses.


Redesign Provider Search database and website – this will be a major update to this application based on the evolving needs of the business

Develop EDI Processing Web Application – Allows processing of all EDI files within the Alliance Data Structure. This application will allow us to make the information received in our EDI files easily accessible and utilized by all internal applications.

Develop automated support for Application Development testing efforts by designing and implementing data-driven automated testing framework.

Continue enhancing Alliance’s Enterprise Data Warehouse by incorporating new data domains to support the data analytics needs of the organization.

Evolve Advance Analytics program by continuing to identify business use cases to improve the information capabilities throughout the organization.

Develop Governed Self-Service reporting environment for MicroStrategy to be used by the Alliance Power Users.

Implement an improved Care Management solution to include enhanced capabilities, communication and workflows.

Integrate Alliance applications with the NC Health Information Exchange. Integrate Admission-Discharge-Transfer data from the NC Hospital Association with

Alliance systems and analytics. Continue to enhance the Alliance Disaster Recovery (DR) systems and testing plans. Implement a log management system (SIEM) to capture and correlate logs from

communications hardware, server hardware and corporate laptops.

Access Center Brief Description of Department and Units The Access and Information Center (the Alliance 24/7 call center) links consumers to a range of services in the community and ensures that callers in need of crisis services are provided with timely access and follow-up. In addition to screening and referral activities, the call center provides information to general healthcare providers, CCNCs and to crisis providers to help coordinate the care of consumers needing routine services or during an after-hours crisis. It handles general information requests for Alliance as well.

Page 272 of 308


Accomplishments for FY17 Achieved URAC Health Call Center accreditation for a new site. Score 100% Met State contractual requirements for time of answer and abandonment rate Filled all the IDD Innovations slots. Improved coordination of care with NC Start for children. Held a successful Resource Fair for stakeholders, members and families seeking services

for IDD. Promoted Open Access model of care to decrease the time between appointments to 4

days. Collaborated with multiple providers on increasing choice for members. Integrated SharePoint into our daily work to increase staff’s access to information for

callers. Implemented the use of MicroStrategy to predict staffing coverage and training needs. Collaborated with Clinical Operations on “whole person care”. Provided customer service training for other departments. Worked to accomplish Alliance Strategic Goals by participating on the following

committees: Rewards and Recognition, Alliance Connectors, and various IT transition teams for the implementation of MicroStrategy and other software.

Worked collaboratively with Network development on rolling out new service definitions, and assessing the needs and gaps in our service continuum.

Part of a larger team of clinical staff who participate on the Provider Reconsideration Committee. Compliance Committee, UM Committee and various subcommittees.

IDD Access team increased staff’s knowledge of available dual diagnosis providers, and community resources which is utilized across the agency.

Continued to support families with limited state resources and few providers accepting referrals—requiring creative resource development.

Maintained detailed waitlists and submitted timely monthly reports. Revised IDD eligibility and slot management procedures to improve consistency across

departments. Summary of Goals and Objectives for FY18

Maintain URAC accreditation. Increase our knowledge of Population Health Management and explore ways to serve the

“whole person” in the Access and Information Center. Improve access to care for routine and urgent appointments. Work collaboratively with other departments to increase provider choice for Non-English

speaking Medicaid Members. Work collaboratively to implement TBI waiver. Work with NC START to serve our most disabled children. Continue to meet our call center contractual requirements Ensure we can provide a 24 hour Behavioral Health Call Center for our catchment area. Decrease turnover rate in our afterhours shifts. Increase the number of calls monitored with innovative technologies.

Page 273 of 308


Challenge the way in which we have approached member’s access to care. Use creative ways to increase the number of members seeking services to obtain the services in a timely manner.

Continue to support the Consumer’s rights of choice, privacy and dignity. Continue to offer Customer Service training to other departments. Fill all the Innovations slots for the year. Continue to find new and innovative ways to serve more individuals within our budgetary

constraints. Ensure that the experience of our callers is responsive, respectful, useful and pleasant. Establish Call Center protocols that ensure the safety of callers, members, stakeholders

and the community at large during a behavioral health crisis and/or a natural disaster. Continue to merge supports across diagnoses/funding silos (MH/SA/IDD) and

collaborate across departments to better serve our members and families. Planning spring resource/training fair for IDD staff and community/families. Implement additional technology to introduce more of our Medicaid members to

Alliance, increase access to free screening tools, and ensure services are easily accessible through our toll free number.

Quality Management Brief Description of Department and Units Quality Management is responsible for creating a culture of continuous quality improvement across Alliance and assuring quality within the agency. Quality Management has two components:

Quality Assurance develops reports for Alliance management, committees and the state; investigates and resolves incidents and complaints; and analyzes data from NC-TOPPS, IRIS and other sources.

Quality Review oversees our Quality Improvement Projects (QIPs); performs quality reviews to identify opportunities for improvement; and develops quality management standards and training.


As part of the Alliance reorganization, refocused the Quality Management Department on measuring and improving internal Alliance processes;

Developed a model for assessing department performance metrics needs, evaluated four departments, and initiated the development of metrics reporting;

Supported the creation of a new Provider Evaluation Department in the Care Management Division responsible for quality improvement activities related to Alliance’s provider network;

Improved Alliance’s performance on key measurements including CDW submissions, NC-TOPPS and Innovations;

Developed a new clinical practice guidelines evaluation program and assessed provider compliance with two key Alliance-approved guidelines;

Increased QM Department staffing and skills include training in statistics and Six Sigma; Successfully completing three long-term Quality Improvement Programs (QIPs);

Page 274 of 308


Identified and launched a QIP related to the Transition to Community Living Initiative as required by the state;

Supported a successful URAC re-credentialing review that focused in large part on Alliance’s quality management program.

Summary of Goals and Objectives for FY18 Increase the focus on evaluating and recommending quality improvement projects related

to internal business operations Expand the new performance metrics program across additional Alliance departments; Expand the clinical practice guidelines evaluation program to other key guidelines

including the urgent issue of opioid use; Roll out the MicroStrategy reporting platform to QM staff; Implement new Integrated Care performance measures as designated by the state in its

FY 2018 contract; Participate in the state’s development of its Critical Performance Measures and assure the

validity the state’s reporting on Alliance’s performance.

Human Resources Brief Description of Department and Units The Human Resources Department serves as an essential function of the workforce, and as such, all HR responsibilities are employee-centered. The main areas include Benefits Administration, Employee Relations, Compensation and Classification, and Recruitment and Selection. In addition, HR maintain a lead role with the Wellness Committee and Rewards & Recognition Committee. Both of these initiatives were established by the Strategic Plan, and demonstrate Alliance’s commitment to and appreciation for its staff. Accomplishments for FY17

Posted 97 vacancies; Hired 55 candidates Created 35 new positions Played an instrumental part in the 2016 re-organization Conducted organizational Open Enrollment for benefits Work with external vendor to complete 2016-17 Performance Appraisal cycle Completed a comprehensive salary study for 75 positions, reviewed FLSA designation

for 15 positions, and conducted formal desk audits for 15 Administrative Assistant positions

Conducted preliminary research for a Human Capital Management (HCM) tool that will capture all HR processes from applicant tracking to off boarding employees

HR Consultants provided recommendations regarding best practices for an on boarding off boarding process. Recommendations are in the process of being implemented.

The Rewards and Recognition committee launched the Give-a-Wow platform for peer-to-peer recognition, and issued the Recognize Me! boxes to supervisors for staff recognition

New employees receive an Alliance t-shirt during the New Employee Orientation as a part of the ‘welcome kit’ sponsored by the Rewards and Recognition committee

Page 275 of 308


Implemented several Wellness initiatives in an effort to improve the whole body health of Alliance employees:

o Conducted monthly Lunch-n-Learn, Functional Desk Exercise, Financial Health, and Mindfulness sessions at all sites

o Sponsored blood drives at Home and Wake sites o Pedometers given to all staff at no cost o Launched walking challenge from Home site to Wilmington beach o Wellness Committee presented “Eight Dimensions of Wellness” in Care

Coordination meeting o Published Wellness Intranet as a source of information for all staff

HR initiated a business improvement process mapping for Finance and HR to identify opportunities for greater efficiency and productivity.


Establish a calendar of wellness events and activities to increase employee participation across organization

Expand the Give-a-Wow platform to include Welcome Me! activities for newly hired employees, and establish a calendar of recognition events/activities

Design and implement Service Award program to recognize and celebrate employees’ years of service milestones

In continuation of the FY17 project, complete a comprehensive salary study for ALL positions and assess the respective impact of changes to the organizational compensation processes and classification structure

There are several objectives which strive to improve departmental and organizational efficiencies by maximizing technology:

o Launch online benefits enrollment o Outsource leave administration for FMLA and ADA usage o Select and outline FY19 implementation for HCM solution

There are several objectives which strive to improve employee satisfaction: o Explore career progression and laddering within classification structure o Research and implement flexible work options o Conduct an employee survey (Fall 2017)

Office of Compliance Brief Description of Department and Units The Alliance Office of Compliance focuses on the prevention, detection and correction of identified violations of federal and state laws and regulations, and fraud control and unethical conduct, and encourages an environment where employees can report compliance concerns without fear of retaliation. It includes fifteen employees divided up in a Program Integrity Department, which includes a Special Investigations Unit and Claims Audit Unit, and Corporate Compliance Department, which includes a HIPAA Compliance Unit and Corporate Compliance Unit. The Office of

Page 276 of 308


Compliance is responsible for internal and external compliance to include policies and procedures, accreditation compliance, compliance training, internal audits and monitoring, claims audits, hotline reporting, investigation and correction of non-compliance, remediation, HIPAA privacy and security, medical records, public records, Network fraud and abuse investigations, provider actions and sanctions, and provider dispute resolution. Accomplishments for FY17 Opened 59 fraud and abuse investigations in the first 6 months of FY17 and referred 7 full

investigations to DMA Program Integrity for determination of credible allegation of fraud. Developed additional and more efficient fraud detection reports. Conducted internal audits and monitoring activities. Coordinated the re-accreditation process and assisted the Organization in achieving full 3-

year URAC accreditation in Health Call Center, Health Utilization Management, and Health Network.

Monitored all sites for HIPAA Privacy compliance. Contracted with external vendor to conduct Security Risk Assessment and worked with IT and other departments to mitigate identified risk.

Issued and tracked 82 actions and sanctions to providers in response to Network compliance issues in the first 6 months of FY17.

Issued over $173,000 in overpayments through the Corporate Compliance Committee process in the first 6 months of FY17.

Managed 9 requests for reconsideration of actions against providers in the first 6 months of FY17.

Audited 3% of adjudicated claims weekly. Audited inpatient and ED claims weekly. Conducted internal investigations and developed remediation plans where applicable,

monitored corrective action plans to ensure successful implementation. Conducted new hire orientation ongoing, annual compliance and HIPAA training to all

employees and the Board of Directors, and published informational materials related to compliance, fraud and abuse to a variety of stakeholder groups.

Conducted Compliance and Program Integrity training to Network Providers. Coordinated activities to celebrate Corporate Compliance and Ethics Week organization-

wide at each site with the purpose to increase compliance awareness. Transitioned three employees to supervisor positions, hired a Medical Records Analyst, a

second Internal Auditor, and will be hiring a Policy Analyst and Compliance Officer. Summary of Goals and Objectives for FY18 Our goal is to embed compliance, fraud control, and business ethics into Alliance day-to-

day business through the use of infrastructures and tools designed to help achieve compliance with Federal, State, and local laws and regulations, State contracts and accreditation standards. The infrastructure and tools of focus for FY18:

o Finalize the implementation of C360 to increase efficiencies and better manage risk related to third parties such as administrative contractors, vendors, consultants and Business Associates.

Page 277 of 308


o Improve process to assess the impact of regulatory changes on Alliance operations, including review and revision to policies and procedures, manuals and training to ensure compliance with applicable changes. Examples include changes as a result of the CMS Medicaid Managed Care Final Rule

o Contract with vendor for fraud detection purposes to enhance our current investigative techniques and increase effectiveness of fraud detection efforts.

o Provide specialized training to department staff to promote professional growth and to achieve and maintain nationally recognized certifications in the areas of fraud examination and internal audits.

An annual work plan developed as a result of an annual risk assessment drives all major compliance operations. Items selected for the work plan pose significant risk (legal, financial, reputation) to Alliance. The plan is finalized at the beginning of each fiscal year and has therefore not yet been developed for FY18. Below are a few anticipated areas of focus:

o Increased staff training with focus on HIPAA, confidentiality, policies and procedures, and regulatory and accreditation requirements.

o Expand the internal audit plan and increase compliance monitoring with timely resolution and implementation of risk mitigation plans.

o Monitor implementation of identified strategies to correct HIPAA security deficiencies and audit for compliance.

o Provide compliance and program integrity training and resources to providers regularly.

o Expand focused and ad hoc claims audits to identify overpayments, underpayments and other irregularities or compliance issues.

o Conduct fraud and abuse investigations to detect and deter fraud and abuse in the Alliance Network. Prioritize areas of highest risk.

o Provide assistance, input and compliance oversight of Alliance pilots, strategic initiatives, RFPs and other Alliance efforts.

Page 278 of 308


General Fund Revenues FY2017-2018 Recommended Budget

Total General Fund Revenues: $495,747,257

Administrative $ 51,433,417 Medicaid Services 359,425,264 Alliance

State 26,265,445 Federal 3,499,084

Cumberland State 2,571,461 Federal 462,261 County 4,752,000

Durham State 3,608,117 Federal 859,932 County 6,070,519

Johnston State 1,960,145 Federal 139,025

Wake State 6,787,002 Federal 1,628,714 County 26,034,871

Grants Miscellaneous 250,000 Total $ 495,747,257

Page 279 of 308


General Fund Revenues FY2017-2018 Recommended Budget

Total General Fund Revenues: $495,747,257

$51,683,417 10%

$ 359,425,264 73%

$ 47,781,186 10%

$ 36,857,390 7%

Administrative/Misc Medicaid State County

Page 280 of 308


General Fund Expenditures FY20172018 Recommended Budget

Total General Fund Expenditures: $495,747,247

Administrative $ 51,433,417 Medicaid 359,425,264 State 47,781,186 County 36,857,390 Miscellaneous 250,000 Total $ 495,497,257

Page 281 of 308


General Fund Expenditures FY2017-2018 Recommended Budget

Total General Fund Expenditures: $495,497,257

$51,683,417 10%

$444,063,840 90%

Administration Services

Page 282 of 308


Budget Comparison

Budgeted Revenue Budgeted Expenditures

FY17 FY18 FY17 FY18 Administrative $ 49,059,844 $ 51,433,417 Administrative $ 49,059,844 $ 51,433,417 Medicaid Services 348,220,800 359,425,264 Medicaid Services 348,220,800 359,425,264 Alliance State & Federal

Services 54,710,487 47,781,186

State 26,265,445 Federal 5,563,857 3,499,084 Local Services 36,874,048 36,857,390

Cumberland Grants 403,224 State 7,131,287 2,571,461 Miscellaneous 100,000 250,000 Federal 1,305,339 462,261 County 4,752,000 4,752,000

Durham State 11,066,741 3,608,117 Federal 2,093,427 859,932 County 6,089,867 6,070,519

Johnston State 4,293,829 1,960,145 Federal 385,124 139,025

Wake State 17,614,466 6,787,002 Federal 5,256,417 1,628,714 County 26,032,181 26,034,871

Grants 403,224 Miscellaneous 100,000 250,000 TOTAL $ 489,368,403 $ 495,747,257 $ 489,368,403 $ 495,747,257

Both Administrative and Medicaid services increased for FY18 as a result of a higher PMPM and more lives.

State dollars reflect a decrease due to one-time allocations received in the year.

Minimal changes in County dollars were to changes in programs or services.

Page 283 of 308


Functional Organization Chart

Area Board

1

Chief Executive Officer

1

Office of Compliance

Business Operations

Care Management

1

Operational Performance

Medical Management

1

Office of Legal Affairs


Accounting Financial

Management Budget &

Forecasting Claims

Processing

Medical Management

Peer Reviews Integrated

Healthcare

Clinical Mgmt. Medical Necessity Provider

Authorizations Care Coordination TCL Initiative Community

Relations Consumer Affairs Housing System

Engagement Network Devel. &

Eval. Credentialing Provider contracts

Human Resources Communications Org. Development Training Project

Management Facilities Mgmt. IT Consumer Access Quality

Management

Compliance HIPAA Privacy &

Security Program Integrity Internal Audits

Legal Affairs Governmental

Relations

Page 284 of 308


Draft Budget Ordinance

ANNUAL BUDGET ORDINANCE ALLIANCE BEHAVIORAL HEALTHCARE

FY 2017 - 2018 WHEREAS, the proposed budget and budget message for FY 2017 - 2018 was submitted to the Alliance Behavioral Healthcare Area Board on May 4, 2017 by the Budget Officer; was filed with the Executive Secretary to the Board;

WHERESAS, on June X, 2017, the Alliance Behavioral Healthcare Area Board held a public hearing pursuant to NC G.S. 159-12 prior to adopting the proposed budget;

BE IT ORDAINED by the Alliance Behavioral Healthcare Area Board that for the purpose of financing the operations of Alliance Behavioral Healthcare, for the fiscal year beginning July 1, 2017 and ending June 30, 2018, there is hereby appropriated funds the following by function:

DRAFT

Section 1: General Fund Appropriations Administration $ 51,683,417Medicaid Services $ 359,425,264State Services $ 47,781,186County Services $ 36,857,390TOTAL $ 495,747,247 Section 2: General Fund Revenue Administration $ 51,683,417Medicaid Services $ 359,425,264State Services $ 47,781,186County Services $ 36,857,390TOTAL $ 495,747,247 Section 3: Authorities A. The LME/MCO Board authorizes the Budget Officer to transfer within an appropriation up to $100,000 cumulatively without report to the Board. B. The LME/MCO Board authorizes the Budget Officer to transfer up to $100,000 between appropriations with a report to the Board at the subsequent meeting. C. The CEO may enter into the following within budgeted funds:

1. Form and execute grant agreements within budgeted appropriations; 2. Execute leases for normal and routine business; 3. Enter into consultant, professional, maintenance, provider, or other service agreements; 4. Approve renewals for of contracts and leases; 5. Purchase of apparatus, supplies, materials or equipment and construction or repair work; 6. Reject any and all bids and re-advertise to receive bids.

Page 285 of 308


Budget and Amendment Process Overview The purpose of the budget and amendment process is to ensure that public dollars are spent in the manner as intended and in an effort to meet the needs of the citizens in relation to mental health, intellectual/developmental disabilities, and substance abuse needs. Through the budget, Alliance Behavioral Healthcare aims to fulfill its mission as granted by NC G.S. 122-C. Governing Statutes Alliance Behavioral Healthcare abides by the North Carolina Local Government Budget and Fiscal Control Act. It is the legal framework in which all government agencies must conduct their budgetary processes. NC G.S. 159 provides the legislation which includes several key dates such as:

159-10 - By April 30, Departments must submit requests to the Budget Officer 159-11(b) - By June 1, the Recommended Budget must be submitted the Board 159-12(b) - A public hearing must be held 159-13(a) - From 10 days after submitting to the Board, but by July 1, a balanced

budget must be adopted Budget Process FY 2017-2018 is the sixth recommended budget representing Alliance Behavioral Healthcare as a multi-county Area Authority. The budget represents services for Cumberland, Durham, Johnston and Wake counties. The administrative budget for this fiscal year was driven by our Per Member Per Month (PMPM) rate, FY18 projected costs, FTE positions, Department of Health and Human Services contract requirements, and costs related to the operating the Medicaid waiver. The Medicaid service budget was created based on historical experience and projections into the next fiscal year. Alliance will review the need for a budget amendment in the first quarter of FY18 if the projection of lives has changed based on payments received. The State and Local services budget was developed by gathering service information for each area based on the claims trends and information from staff. The FY18 allocations and benefit packages were reviewed and staff worked together to ensure all services were appropriately planned to be consistent with current services. Amendment Process The budget ordinance is approved at a function/appropriation level. The Budget Officer is authorized to transfer budget amounts within an appropriation up to $100,000 cumulatively without reporting to the Board. The Budget Officer is authorized to transfer budget amounts between functions up to $100,000 with an official report of such transfer being noted at the next regular Board meeting.

Page 286 of 308


Per G.S. 159-15, the governing board may amend the budget ordinance at any time after the ordinance's adoption in any manner, so long as the ordinance, as amended, continues to satisfy the requirements of G.S. 159-8 and 159-13. Budget Calendar

Thursday, May 4, 2017 FY 2017-2018 recommended budget presented at LME/MCO Board meeting

By Friday, May 12, 2017 Notice of June 1, 2017 Public Hearing published

Thursday, June 1, 2017 Public Hearing

By Friday, June 30, 2017 LME/MCO Board adoption of FY 2017-2018 Budget Ordinance

Monday, July 3, 2017 Budget is available in the General Ledger system

Glossary of Terms

LME

Per G.S. 122C-3(20b), Local Management Entity or LME means an area authority, county program, or consolidated human services agency. It is a collective term that refers to functional responsibilities rather than governance structure.

MCO

Managed Care Organization; LMEs that have adopted the financial risk and service review functions of the 1915(b) and 1915(c) waivers. LME-MCOs carry out the function of an LME and also act as health plans that provide health care in return for a predetermined monthly fee and coordinate care through a defined network of providers, physicians and hospitals.

Medicaid Waiver

States can submit applications to the federal Centers for Medicare and Medicaid Services, asking to be exempt from certain requirements. If granted a “1915(b)” waiver, a state can limit the number of providers allowed to serve consumers, easing the state’s administrative burden and saving money. If granted a “1915(c)” waiver, a state can offer more services focused on helping an intellectually or developmentally disabled consumer continue living in his or her home, rather than a group home.

Page 287 of 308

FY18 Recommended Budget

May 4, 2017

Page 288 of 308

• Overall increase of $6M from approved

FY17 budget

• $11.2M increase in Medicaid from approved

FY17 budget

o Retro-Medicaid contributing factor

• $7M decrease in State from approved FY17

budget due to one-time allocations

• $2.3M increase in administration

Total Budget Highlights

Page 289 of 308

• Revenue

• 73% Medicaid, 10% State, 7% County, 10%

administration

• Expenditures – 90% services, 10% administration

• 82% of funding comes from Medicaid

Total Budget Funding

Page 290 of 308

• PMPM increase of $3M from FY17 PMPM

• Services increases mostly in inpatient,

Community Support, Innovations and B3

• Service decreases mostly in Intensive In-

Home, Crisis and Partial Hospitalization/Day

Treatment

Medicaid Budget Highlights

Page 291 of 308

• Proposed PMPM rate set at 228,881

Medicaid lives

• Budget and trend reflects 230,000

• Areas of close monitoring

o Innovations

o PRTF

o Inpatient and outpatient

o Case Management

o TCLI specific consumers/services

Medicaid Budget

Page 292 of 308

• Largest categories of service

o Innovations – 25% of budget

o ICF – 24%

o Outpatient – 12%

o Inpatient – 7%

• Largest populations

o Blind/disabled 21+ – 30%

o Innovations – 26%

Medicaid Budget

Page 293 of 308

• Negotiated a higher rate

• Projected losses in Year 1 decreased

$144K from $311K

• Close “case by case” monitoring

• Start date unknown

TBI Waiver

Page 294 of 308

• Durham – $6,131,224

o $3M for Crisis Center

o $1.5M for non-Medicaid services

o $1.492M for specific programs/services

• Cumberland – $4,800,000

o $2.4M for Crisis Center and Outpatient

o $2.4M for non-Medicaid services

County Funds

Page 295 of 308

• Wake – $26,295,220

o Crisis Services – $18,050,912

o Treatment – $3,908,821

o Judiciary/Criminal Justice – $1,341,446

o Residential – $970,344

o Supports – $1,377,781

o Recovery – $385,567

o Admin support – $260,349

County Funds

Page 296 of 308

• Total funding – $47,781,186

o Inpatient beds – $5,289,940

o Federal block grant – $6,589,015

o State single stream – $34,154,684

o Recurring allocations – $1,747,547 (NC START,

Detention, TCLI)

State Funds

Page 297 of 308

State FundsFederal Traditional New Model Services Expenses

Alliance $ 145,844 $ 3,499,084 $ 3,353,240 $ 145,844

Cumberland $ 864,164 $ 462,261 $ 120,455 $ 341,806

Durham $ 1,300,350 $ 859,932 $ 231,414 $ 628,518

Johnston $ 263,505 $ 139,025 $ 73,560 $ 65,465

Wake $ 4,015,152 $ 1,628,714 $ 351,018 $ 1,277,696

Total Federal $ 6,589,015 $ 6,589,015 $ 4,129,686 $ 2,459,329

State

Alliance $ 5,282,170 $26,265,446 $22,099,488 $ 4,165,958

Cumberland $ 4,746,150 $ 803,858 $ 793,858 $ 10,000

Durham $ 9,118,124 $ 2,797,576 $ 1,525,129 $ 1,272,447

Johnston $ 2,898,381 $ 933,582 $ 484,793 $ 448,789

Wake $13,857,406 $ 5,101,769 $ 2,313,378 $ 2,788,391

Total State $35,902,231 $35,902,231 $27,216,646 $ 8,685,585

Page 298 of 308

• Base Benefit Plan (BBP)

o ACTT, Community Support Team,

Developmental Therapy, Outpatient, Personal

Assistance, Residential Services, Substance

Abuse Intensive Outpatient Program, TCLI

o Savings realized will be allocated to increasing

rates of services in BBP

o Total $25,452,728

State Funds

Page 299 of 308

• Community dollars

o Cumberland – $3,314,313 ($2.4M county)

o Durham – $3,329,387 ($1.5M county)

o Johnson – $558,353

o Wake – $13,365,307 ($10.7M county)

• Wake County dollars allocated to mostly

expense-based services

State Funds

Page 300 of 308

• $51,433,417 ($2.3M increase)

o New positions requested

o Care Management software

o Continued analytics investment

o New office space

o Benefits

• No increase in costs to employees

• No anticipation of higher costs to Alliance

Administration

Page 301 of 308

• May – CFAC discussion

• Public hearing

• Potential changes

o State funds

o Medicaid lives impacting budget

o County dollars

• Approval of budget in June

Next Steps

Page 302 of 308

(Back to agenda)

10A

ITEM: Legislative Update


BACKGROUND: An update/overview will be provided on HB 403: LME/MCO Claims

Reporting/Mental Health Amendments.



RESOURCE PERSON(S): Brian Perkins, Government Relations and Strategic Advisor to

Alliance; Sara Wilson, Director of Government Relations



Page 303 of 308

2017-2018 General Assembly

HOUSE BILL 403:

LME/MCO Claims Reporting/Mental Health

Amdts.

Committee: House Health Care Reform. If favorable, re-

refer to Appropriations Date: March 28, 2017

Introduced by: Reps. Dollar, Lambeth, Dobson, White Prepared by: Jennifer Hillman

Staff Attorney Analysis of: PCS to First Edition

H403-CSTR-1

Karen Cochrane-Brown

Director H403-SMTR-2(CSTR-1)-v-8

Legislative Analysis

Division

919-733-2578

This bill analysis was prepared by the nonpartisan legislative staff for the use of legislators in their deliberations and does not constitute an official statement of legislative intent.

OVERVIEW: The PCS to House Bill 403 modifies certain requirements pertaining to local

management entities/managed care organizations (LME/MCOs), which manage the provision of

publicly-funded behavioral health services throughout the State.

CURRENT LAW: S.L. 2011-264 (HB 916), as amended by Section 13, S.L. 2012-151 (SB 191),

directed the Department of Health and Human Services (DHHS) to proceed with statewide restructuring

of management responsibilities for the delivery of services to individuals with mental illness, intellectual

and developmental disabilities, and substance abuse disorders, through the statewide expansion of the

Section 1915(b)/(c) Medicaid Waiver and the operation of the waiver by regional LME/MCOs. As

directed in the law, statewide expansion was completed by July 2013. LME/MCO operations are

governed by Chapter 122C of the General Statutes.

BILL ANALYSIS: HB 403 amends several sections of Chapter 122C, The Mental Health,

Developmental Disabilities, and Substance Abuse Act of 1985, and other provisions of law pertaining to

LME/MCOs. The PCS adds a requirement that LME/MCO subcontracts of managed care functions be

approved by the Secretary of DHHS and reduces the number of counties needed to approve a petition to

the State Human Resources Commission for a determination that the LME/MCO's personnel system is

substantially equivalent to standards established for other local governmental entities. The bill would

have required all counties in the LME/MCO to approve the petition, while the PCS would require only

three-quarters of the counties' approval. In addition, the PCS makes technical and clarifying changes.

Section 1 requires DHHS to specify a standardized electronic format that all LME/MCOs must use to

submit data to DHHS regarding claims billed for Medicaid and State-funded services and to work with

LME/MCOs to ensure the success of the process for submitting this data. This section lists permissible

uses of the data by DHHS and requires DHHS to report on the status of this requirement by February 1,

2018.

Section 2 amends the statute pertaining to the powers and duties of the Secretary of DHHS relevant to

the mental health, developmental disabilities, and substance abuse services system to require DHHS to

use contracts with LME/MCOs for the management of State-only funding, federal block grant funding,

and Medicaid funding that include quality outcome measures for covered services. This section applies

to contracts entered into on or after the bill becomes law.

Section 3 amends various definitions pertaining to the State's mental health, developmental disabilities,

and substance abuse services system, including amending the definition of "area director" to clarify that

the term refers to the administrative head of the LME/MCO, regardless of the title that individual uses.

This section amends other definitions for clarity and to remove obsolete references.

Page 304 of 308

House PCS 403 Page 2

Section 4 amends the statute establishing the primary functions of an LME to require the prior written

approval of the Secretary of DHHS before the LME enters into contracts for certain primary functions.

This section applies to contracts entered into on or after the date the bill becomes law.

Section 5 amends the statute pertaining to the status of an area authority to add cross references to other

applicable laws governing area authorities and to remove obsolete references.

Section 6 amends the statute pertaining to the powers and duties of an area authority to codify certain

powers and duties that were enacted in uncodified language in S.L. 2011-264. Among those powers is

the authority to subcontract with other entities for certain managed care functions, and this section

would require approval by the Secretary of DHHS of subcontracts entered into on or after the date the

bill becomes law.

Section 7 amends the statute that provides for the establishment of the board of an area authority, to

make the following changes:

Would require all area boards to comply with statutory membership composition requirements

no later than October 1, 2017,

Would alter the scope of the membership composition category requiring expertise in managed

care insurance to instead require expertise in health insurance, health plan administration, or

business expertise, or a combination of these areas.

Would allow area authorities to seek approval from the Secretary of DHHS to appoint board

members through a process other than the one required by the statute by submitting an adopted

resolution from three-quarters of the counties in the area authority. This approval becomes void

upon the merger or consolidation of the area authority. Merged or consolidated area authorities

may use the same procedure for seeking approval to appoint board members through a process

other than the one required by the statute.

Would require each LME/MCO to report annually to DHHS on the status of the area board and

the board's compliance with certain requirements, including the appointment process and

membership composition.

Section 8 adds a new section to Chapter 122C, which governs LME/MCOs, specifying that LME/MCOs

can only use funds for purposes related to their functions and responsibilities under this Chapter,

including operating the Medicaid waivers and carrying out other functions and responsibilities required

by State or federal law or required by contract with DHHS. If an LME/MCO violates this statute, the

Secretary of DHHS must transfer the operations of the LME/MCO to another compliant LME/MCO.

Sections 9 and 10 amend the statutes pertaining to an area board's employment of an area director and

other employees, to make the following changes:

Would require the area director to be a full-time employee of the area board who cannot hold any

other employment.

Would clarify that an area director and other employees of the area authority may only be paid a

salary above the range established by the State Human Resources Commission if the area board

submits a request to both the Director of the Office of State Human Resources (OSHR) and the

Secretary of DHHS and receives written approval for the salary or salary adjustment. Written

approval must be based on documentation of comparable salaries in "comparable operations

within a comparable region of North Carolina," as that term is defined by the Secretary of

DHHS.

Page 305 of 308


Would specify that an area director cannot be paid a salary above the range, if the salary exceeds

by more than 30% the average salary of the area directors of the other area authorities.

Would specify that the area director's total compensation, including salary, benefits, and

bonuses, cannot be increased without the written approval of the Director of OSHR and the

Secretary of DHHS, and would require annual review of each area director's total compensation

for written approval.

Would require that if the Secretary of DHHS determines that an area director's total

compensation or salary exceeds the limitations in the statute, then the area board must bring the

area director's total compensation or salary into compliance with the statute within 60 days after

the Secretary's determination. If the area board does not bring the area director's total

compensation or salary into compliance within that timeframe, then the Secretary must give

notice to the area board related to the determination of noncompliance and allow the board

another 60 days to bring the area director's total compensation or salary into compliance. If the

area board does not comply within that timeframe, the Secretary must appoint a caretaker board

for the area authority according to procedures in G.S. 122C-124.1, and the Secretary may

terminate the employment of the area director.

Would require the area board to annually submit to the Secretary of DHHS and the Director of

OSHR all employment agreements and all documents relating to the area director's total

compensation, and would require that these documents be submitted within 30 days after the bill

becomes law.

Would require the area director to ensure the area authority's compliance with its statutory

powers and duties.

Would require the appointment of an area director to be based on the recommendation of at least

two candidates from a search committee of the area board, to include a consumer board member,

a county commissioner, and an appointee of the Secretary of DHHS.

Would require the area board to give an area director 30 days' notice prior to termination of

employment, except after the merger or consolidation of the LME/MCO with another

LME/MCO or if directed by the Secretary of DHHS.

Section 11 amends the statute governing the establishment of local personnel systems to specify that a

determination by the State Human Resources Commission that an LME/MCO's personnel system is

substantially equivalent to standards established for certain other local governmental entities becomes

void upon the merger or consolidation of two or more LME/MCOs. A newly merged or consolidated

LME/MCO would be allowed to petition the State Human Resources Commission for a determination of

substantial equivalency with the approval of three-quarters of the counties in the LME/MCO.

Section 12 amends a provision in the 2015 Budget Act governing the timing of when DHHS makes

single stream funding payments to the LME/MCOs to establish a timeframe within which DHHS must

make monthly distributions of this funding to LME/MCOs, beginning July 1, 2017.

Sections 13, 14, and 15 remove obsolete references from Chapter 122C.

EFFECTIVE DATE: Section 13 would become effective July 1, 2017. The remainder of the bill

would be effective when it becomes law.

BACKGROUND: Originally, 11 LME/MCOs were formed, and those have consolidated to the 7

LME/MCOs that currently exist in the State, which include Vaya Health, Partners Behavioral Health,

Page 306 of 308


Cardinal Innovations Healthcare Solutions, Sandhills Center, Alliance Behavioral Health, Eastpointe,

and Trillium Health Resources.

LME/MCOs originated from area authorities, county programs, and consolidated human services

agencies, which later became local management entities (LMEs). Today, all LME/MCOs are structured

as area authorities, and county programs and consolidated human services agencies no longer operate.

The terms "area authority," "LME," and "LME/MCO" all refer to the same entities.

The LME/MCOs manage funding from 4 primary sources: State-only (single stream) funding, State and

federal Medicaid funds, federal block grant funds, and county funds.

Page 307 of 308

(Back to agenda)

10B

ITEM: Single Stream Reductions


BACKGROUND: Over the past two fiscal years, LME/MCOs single stream funds have been

reduced by $110M and $152M due to legislation action. There is discussion in this session about

additional reductions. This item reviews the impact of reductions at four levels.

REQUEST FOR AREA BOARD ACTION: Accept the update.

CEO RECOMMENDATION: Accept the update.

RESOURCE PERSON(S): Robert Robinson, CEO; Kelly Goodfellow, EVP/CFO



Page 308 of 308

Documents

· 5/4/2017 · Thursday, May 4600 Emperor Boulevard04, 2017 AREA BOARD REGULAR MEETING , Durham, NC, 27703 4:00-6:00 p.m. Page 1 of 4 Page MEMBERS PRESENT: ☒Cynthia Binanay,