Henry Ford Accountable Care Organization’s Beneficiary Engagement Strategy

Learning Systems for Accountable Care Organizations Case Study
Publisher: Princeton, NJ: Mathematica Policy Research
Oct 30, 2017
Authors
Natalie Graves and Sonya Streeter

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.