Henry Ford Accountable Care Organization’s Beneficiary Engagement Strategy
U.S. Department of Health and Human Services, Center for Medicare & Medicaid Innovation
This case study describes the two-part strategy the Henry Ford Accountable Care Organization (HFACO) used to engage beneficiaries in the ACO. First, HFACO developed educational materials for providers and frontline staff to support their conversations with beneficiaries; these materials included a list of key messages to convey to beneficiaries and suggested responses to their patients’ frequently asked questions (FAQs). Second, HFACO established dedicated communication channels between the ACO and beneficiaries, including a telephone help line, a newsletter for beneficiaries, and a website.