The Connecticut Community Care (CCC) is a vital resource for many individuals and families in the state, providing a range of services and supports to help people live independently and with dignity. However, recent reports have raised concerns about the lack of transparency and accessibility in the answers and responses provided by CCC to the questions and concerns of the community it serves.
This lack of transparency and accessibility is a cause for concern, as it undermines the trust and confidence that individuals and families have in CCC and its services. Without clear and accessible answers to their questions and concerns, individuals may feel frustrated, ignored, or even helpless and may be less likely to seek out the help and support they need.
Furthermore, the lack of transparency and accessibility in CCC's responses also raises questions about accountability and governance. If CCC is not providing clear and accessible answers to questions and concerns, how can individuals and families be assured that their needs and interests are being taken into account in the decision-making processes of the organization?
In order to address these concerns, it is essential that CCC take steps to improve the transparency and accessibility of its answers and responses to community questions and concerns. This may involve providing more detailed and comprehensive information, using clear and concise language, and making information more readily available through multiple channels, including online and in-person.
By taking these steps, CCC can demonstrate its commitment to accountability, transparency, and accessibility and help ensure that individuals and families in Connecticut have the information and support they need to live independently and with dignity.
ABI Resources contacted,
Erin Kane Head of Quality and Performance Improvement for CCC Connecticut Community Care.
Thank you for your prompt and informative response to my inquiry about Connecticut Community Care's referral process. I appreciate the detailed explanation you provided and the clarification on the provider selection criteria.
I understand that Amy Dumont from DSS will be able to address my questions regarding documentation and eligibility. I look forward to her input on these matters.
In the meantime, I have some additional questions for you. Can you please elaborate on the electronic randomization process used for provider selection when a client does not indicate a preference? I am curious to learn more about how the system works to ensure a fair distribution of referrals. I have a few additional questions to help me better understand the referral system:
a. Approximately how many agency providers are currently in the Connecticut Community Care referral system? Understanding the number of providers in the system will give me a better idea of the diversity and range of options available to clients.
b. Who provides Connecticut Community Care with the list of agency providers included in the referral system? Is there a specific department or organization responsible for maintaining and updating the list of providers?
c. How often is the list of agency providers updated? Is there a regular schedule or is it updated on an as-needed basis?
d. How may we ensure that ABI Resources is listed within the system for all areas and services? May I see how ABI Resources is listed within your system?
a. What is the name of the electronic system used for randomizing provider selection when a client does not indicate a preference?
b. Can you please elaborate on the electronic randomization process used for provider selection to ensure a fair distribution of referrals?
c. Who is responsible for managing the referral system and ensuring its smooth operation? Is there a specific department or organization responsible for maintaining and updating the list of providers?
d. Could you please elaborate on how the selected provider is presented to the care manager? Additionally, how is this selection subsequently presented to the client? Are there specific steps or protocols followed to ensure clients are fully informed and understand their options?
Regarding the role of care managers in the process:
a. What is the care manager's role in presenting agency providers, such as ABI Resources, to clients during the referral process?
b. How do they ensure that clients are well-informed and make the best choice based on their needs and preferences?
c. Do all care managers have access to the electronic system used for provider selection? If so, are they able to operate the system independently, or is there a specific protocol they must follow? Could you please elaborate on the level of involvement and autonomy care managers have when utilizing CCC the electronic system during the referral process?
I want to take a moment to emphasize how much we value the information you have provided and will continue to provide about Connecticut Community Care's referral process. This knowledge not only helps ABI Resources better navigate and understand the system, but it also enables us to more effectively serve the brain injury population.
By comprehending the intricacies of the referral process, we can work closely with care managers, adapt our services to meet clients' specific needs, and ensure that clients are presented with the most accurate and relevant information about ABI Resources. This collaborative approach is essential in empowering clients to make informed decisions about their care, which ultimately contributes to better outcomes for those affected by brain injuries.
Once again, thank you for your ongoing assistance and dedication to helping us serve the brain injury community more effectively.
Understanding the involvement of care managers in the process will help us better collaborate with them and support clients effectively. Your insights are greatly appreciated, I look forward to your response and any additional insights you can provide on this topic.
All the best,
Following Up on Unacknowledged Requests from CCC Connecticut Community Care, ABI Resources followed up with this email.
I am writing to express our deepening concerns over the lack of response to ABI Resources' inquiry regarding Connecticut Community Care's referral process. As a provider of services to the brain injury population, we are committed to ensuring that individuals with disabilities have full access and receive the care and services they need to thrive.
We recognize that you and your team may be facing many challenges, and we urge you to prioritize ABI Resources' inquiry. The lack of communication is raising serious doubts about the reliability of information and responsiveness of your organization, and this is creating significant new concerns.
We cannot overemphasize the importance of ensuring that Medicaid consumers of the above programs have full and complete access to ABI Resources services.
We are committed to working together with you and your organization to improve the lives of individuals with disabilities. We urge you to respond to our inquiries and to work with ABI Resources to address any concerns or issues that may arise.
Thank you for your attention to this matter, and we look forward to hearing from you soon.
Following Up on Unacknowledged Requests from CCC Connecticut Community Care, ABI Resources followed up with this email to,
Julia Evans Starr, President, of CCC Connecticut Community Care.
Julia Evans Starr, President,
I hope this email finds you well. I am writing to express our concern regarding a series of unanswered inquiries and concerns that we at ABI Resources have raised with Connecticut Community Care pertaining to Medicaid federally funded waivers. As we both strive to serve the same community, it is vital that our questions be addressed promptly to ensure the best possible support for the individuals who rely on our services.
Below is a list of unacknowledged email inquiries sent to Connecticut Community Care, Head of Quality and Performance Improvement detailing inquiries and concerns which have yet to receive a response:
Subject: Comprehensive Inquiry: Referral Process, Provider List, and Care Manager's Role.
a. Sent: Fri 3/17/2023 5:43 AM
b. Sent: Wed 3/22/2023 5:01 PM
Subject: Inquiry Regarding Client's Option to Change Agency Service or Care Management Provider. MFP, ABI and PCA Waivers.
a. Sent: Fri 3/17/ 2023 7:30 AM
b. Sent: Wed 3/22/2023 5:00 PM
Subject: Care Management Referral Process Inquiry for MFP Program and Waivers.
a. Sent: Sat 3/11/2023 7:17 AM
Subject: To the attention of David Medeiros CBIS.
a. Sent: Wed 3/22/2023 5:02 PM
b. Pertaining to the received communication from
Thu 9/1/2022 12:16 PM
We kindly request that these concerns be brought to the attention of the Board of Directors at the earliest opportunity, as they directly affect our mutual mission to serve the community. We believe that addressing these questions and concerns will not only strengthen our collaboration but also ensure that the individuals we serve receive the highest quality of care and support.
The lack of response to our inquiries is causing growing concerns for numerous reasons, particularly in relation to the well-being of Medicaid consumers and providers. This situation not only impairs our capacity to offer optimal care to our clients, but it also casts doubt on the effectiveness of communication and collaboration between our organizations, as well as the ability of care managers to effectively provide for the Medicaid waiver brain injured population while ensuring the rights of the person served are adhered to. It is vital to address these concerns swiftly to preserve trust and nurture a positive working relationship moving forward. At ABI Resources, we are committed to partnering with your organization to develop practical solutions to the challenges faced by Medicaid consumers. By working together, we can make a meaningful difference and enhance the quality of care provided to these individuals, ultimately improving their well-being and overall experience.
Please provide a timeline for when we can expect a response to the aforementioned inquiries. We appreciate your attention to this matter and look forward to a productive dialogue.
Thank you for your cooperation.
ABI Resources has taken steps to address these concerns by reaching out to the federal government for assistance. Specifically, the organization has requested an investigation into management practices and has requested more detailed information about the programs, including the total number of program-approved agency providers, the entity responsible for managing and updating the approved provider directory list, information about public access to this list and Care Management referral practices of federal program agency providers. ABI Resources' requests for information have been made in accordance with the Freedom of Information Act (FOIA).
ABI Resources remains committed to steadfast advocacy for the rights of individuals with disabilities. We are dedicated to staying informed and up-to-date on the latest developments, and we pledge to keep you informed as we receive new information.
This article sheds light on the concerns surrounding the lack of transparency and accountability in Connecticut's federally funded programs.
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