Striving for Continuous Improvement: The Experience of U. Annual Quality Congress proceedings, May Service Quality techniques and tools help lower the costs of people-intensive service processes and improve customer satisfaction.
Page 12 Share Suggested Citation: The National Academies Press. Medicaid NEMT is an important benefit for Medicaid beneficiaries who need to get to and from medical services and have no other means of transportation.
The Code of Federal Regula- tions requires states to ensure that eligible, qualified Medicaid beneficiaries have NEMT to take them to and from medical providers 1.
Throughout this handbook, Medicaid non-emergency medical transportation will be referenced as NEMT without the antecedent, Medicaid. Medicaid is jointly funded by the federal and state governments. Each state administers its own Medicaid program, consistent with federal regulations and guidelines 3.
The role of the state in administering the Medicaid program means there are significant state-to-state variations in program, policies, and operations, including NEMT. NEMT presents both opportunities and National medical transportation network case study for human services transportation providers and public transit agencies wishing to coordinate the passenger trips provided in various service areas.
In recent years, numerous state Medicaid programs have separated NEMT from locally or regionally coordinated transportation systems by creating a statewide or regional NEMT brokerage.
States often pursue the broker model for cost savings, fraud deterrence, or admin- istrative efficiency. Transportation coordination and mobility management professionals have expressed concerns about this trend, saying that it leads to less coordination of transportation resources and challenges for Medicaid beneficiaries who may be required to arrange travel with multiple transportation providers, depending on the purpose of each trip.
Objectives This research was conducted to better understand what influences states to establish NEMT brokerages and the resulting impacts on customers, human services transportation, and public transportation.
This handbook summarizes the research. There were three objectives for this research: Audiences The audiences for this research include the following key stakeholders: Although not a primary audience for the handbook, customers of NEMT services Medicaid beneficiaries are directly affected by the different models for providing NEMT and represent an important stakeholder for this research.
Each of these stakeholders has different perspectives that are important to consider in study- ing the effects of the various models for providing NEMT. Understanding the differences in perspectives is fundamental to seeing opportunities to coordinate transportation programs and to achieve positive outcomes.
Research Methodology Researchers used a variety of research methods to conduct this project: To understand NEMT, the researchers studied applicable laws and regulations, and reviewed literature and previous studies on the topic. To determine how states are providing NEMT and the changes that have occurred in recent years, the researchers conducted a survey of the Medicaid agencies in all 50 states and the District of Columbia.
The research team also conducted case study research, first by preparing mini case studies for 15 states using information from personal interviews, previous literature review, and Internet research.
From the 15 mini case studies, the research team selected seven states for full case studies. These seven states represent a range of models for providing NEMT. The states selected for case studies are shown in Figure 1. The researchers visited each of the seven states to learn how NEMT is provided, the oppor- tunities and challenges faced by each of the states, and their experiences in coordinating NEMT with human services transportation and public transportation.
The researchers interviewed stakeholders with different perspectives: The case study research provided the material to understand how states have revised their approaches to NEMT and what influenced those decisions. A summary for each of the seven Introduction 11 case studies is provided in the appendix to this handbook.
Effective practices and lessons learned from the case studies also contributed to the suggested strategies for coordinating NEMT, human services transportation, and public transportation. This handbook also documents why human services transportation pro- viders and public transit agencies encourage coordination of transportation services.
Using case study examples, this handbook discusses the effects of the different models for providing NEMT on: This handbook presents strategies to coordinate transportation programs to contribute to the common desired outcomes.
This handbook documents why human services transportation providers and public transit agencies encourage coordination of transportation services. Introduction introduces the subject of NEMT.Introduction. Street festivals, craft fairs, music events, sporting events and home shows are but a few of the many temporary events that take place every day in communities both large and small throughout the nation.
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