Beneficiary Engagement Toolkit

Learning Systems for Accountable Care Organizations
Publisher: Baltimore, MD: U.S. Centers for Medicare & Medicaid Services
Nov 21, 2019
Nazihah Siddiqui, Sonya Streeter, Ethan Jacobs, and Tessa Kieffer

Key Findings:

  • This toolkit explores how ACOs and ESCOs: 1) engage beneficiaries in ACO governance, 2) elicit beneficiary and family feedback, 3) support beneficiaries in self-care management, 4) enhance beneficiary communication in the clinical setting, and 5) communicate with beneficiaries about the ACO as a value-based care organization.

This is the second toolkit in a broader series that will explore different aspects of how ACOs operate to provide value-based care. This toolkit describes a variety of strategies used by ACOs to engage beneficiaries in the ACO and to manage their own care. ACOs can empower beneficiaries to see the organization as a trusted partner in improving their health by fostering transparent communication with care team members, listening to patients’ perspectives, and sharing written products and digital tools with them.