Houston Area Health Insurance Enrollment Study Phase 2 Survey Tool

Transcription

1 Houston Area Health Insurance Enrollment Study Phase 2 Survey Tool Script: I m trying to get in touch with [PARTICIPANT NAME]. Is s(he)available? If available: My name is [SURVEY ADMIN] and I work for the Ryan White Planning Council Office of Support. Last fall, we completed a phone interview with you about your experience enrolling or trying to enroll in the Affordable Care Act Health Insurance Marketplace. Thank you very much for the helpful information you gave us last fall. I m calling to invite you participate in a follow-up phone interview about your experiences during the most recent open enrollment period. As before, you will receive $10 gift card if you participate, and the interview will only take about 15 to 20 minutes. If you d still like to participate in the study, is now a good time? If wants to participate and has time: As you may recall, we want to learn more about what trying to enroll in the Affordable Care Act Health Insurance Marketplace has been like for Ryan White consumers. We still have the background information you gave us in the fall, so today s questions will be about your experience enrolling or trying to enroll in late 2014 through early If you didn t try to enroll but knew you were eligible, or if you tried to enroll but did not complete enrollment, you still quality for the study and the $10 gift card. For your peace of mind, please know that the study is 100% anonymous, it cannot affect your eligibility for services, and we can stop today s survey at any time. Do you have any questions for me about the study? Once participant s questions are answered: Let s get started! I have a just a few items that need to be updated since the last time we spoke. Demographic Information 1. How many people live in your household?_ 2. About how much money does your household bring in each month? 3. What is your immigration status? (Check one) Permanent resident/born here Visa (student, work, tourist, etc.) U.S. citizen for more than 5 years Prefer not to answer U.S. citizen for less than 5 years Other: 4. What county do you live in? 5. What zip code do you live in? 6. Where do you sleep most often? (Check one) My own house/apartment that I pay for My own house/apartment that is subsidized At the home of friends/family A group home for people who are HIV+ A group home, not just for HIV+ people Hotel/motel room that I pay for Hotel/motel room that is subsidized Shelter Car On the street A combination of places, it changes all the time Other: 7. In the past 12 months, have you been released from jail or prison? (Check one) [SURVEY ADMIN]: Thank you. Now I ll be asking you some questions about your experience enrolling in the ACA Health Insurance Marketplace the second time around.

2 Marketplace Enrollment Experience 8. Did you try to enroll in the Health Insurance Marketplace in late 2014 or early 2015? (Check one) I already had a marketplace plan during Open Enrollment [Survey Admin: skip to Q15] [SURVEY ADMIN: ask bullet below, then skip to Q27.] If no, what prevented you from trying to enroll in the Health Insurance Marketplace? (Check all that apply) t interested I didn t think I was eligible one could help me Did not know where to enroll I didn t want to give out my information Process was too complicated Process took too long I had a bad experience the first time My family / friends had a bad experience I didn t want to stop using Ryan White The Healthcare.gov site was down I heard that people were having problems with the Healthcare.gov site I missed the open enrollment period I wanted to wait until all the problems were worked out of the system 9. When you tried to enroll were you able sign-up in the Health Insurance Marketplace? (Check one) [SURVEY ADMIN: ask bullet below, then skip to Q27.] If no, what prevented you from enrolling in the Health Insurance Marketplace? (Check all that apply) I wasn t interested one could help me Did not know where to enroll I make too much money I make too little money I already had insurance Healthcare.gov site was down Process took too long I forgot my password I had no time to enroll I didn t have the paperwork or information Immigration status Healthcare.gov site was too slow Process was too complicated 10. What method did you use to enroll in the Marketplace? (Check one) Online/Healthcare.gov Over the phone Paper application 11. About how long did it take you to enroll in the Marketplace? (Check one) Less than an hour It took multiple tries to enroll 1-2 hours I don t know/remember 2-3 hours More than 3 hours 12. Where did you go to enroll in the Marketplace? (Check one) I enrolled from my house I enrolled from a friend or family An enrollment event: _ I don t know/remember member s house A local clinic: _ Insurance Enrollment Study PHASE docx

3 13. Did anybody help you enroll? (Check one) If yes, who helped you enroll? _ Is there anything more the person who helped you could have done to better assist you during the enrollment process? 14. Was there anything you found especially helpful to you during the enrollment process, such as information and resources that were available to you? If yes, what was helpful? _ 15. What plan did you purchase? (Insurance carrier only is okay) _ 16. Did you add any family members to your plan? (Check one) 17. Overall, how satisfied are you with the plan you purchased? (Check one) Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied If neutral, dissatisfied, or very dissatisfied, why? _ 18. Did you purchase an add-on dental plan as well? (Check one) 19. Is this the same plan you purchased during the first Open Enrollment period? Didn t purchase plan during first OE period 20. Do you still have this insurance plan? If no, why not? _ 21. Since enrolling, have you experienced any of the following challenges? [SURVEY ADMIN: Read each option to the participant, and check all that apply] Difficulty submitting the verification paperwork, leading to lost coverage Lost coverage because you employer offered insurance Lost coverage because you started using another form of coverage like Medicare/Medicaid Lost coverage because you began making too much money to qualify for the subsidy Lost coverage because you began making too little money to qualify for the subsidy Difficulty paying your portion of your monthly insurance payment (premium) Difficulty paying co-pays/co-insurance or deductible Inability to choose your pharmacy Insurance plan wouldn t cover your HIV medication Insurance plan required you to pay a high co-pay/co-insurance on your HIV medication Difficulty finding a doctor who takes your insurance Difficulty finding a doctor who treats HIV Long wait time to get a doctor s appointment Confusion or difficulty arranging your doctor appointments or getting your prescriptions now that you have insurance Dropped your coverage because you wanted to get back on Ryan White Other challenges:

4 22. Since enrolling, have you experienced any of the following benefits? [SURVEY ADMIN: Read each option to the participant, and check all that apply] Able to pick a health insurance plan that fit your budget and your needs The subsidy you received through the Marketplace made health insurance affordable for you Received additional help (other than the subsidy) for paying your premiums, copays, co-insurance, or deductible Able to get coverage for a pre-existing condition Having health insurance made your medications more affordable Received preventive screening or medications at little or no cost to you Can have your medications mailed to you More doctors you can choose from longer have to go to emergency rooms for routine health services Able to choose which hospital you want to go to Coverage for mental health services or substance abuse treatment More affordable labs Shorter wait time to get a doctor s appointment Less worry about other people finding out your status because you no longer have to go to a particular clinic Other benefits: _ 23. What is the best benefit you have experienced from having health insurance? _ 24. To what extent do you agree or disagree with the following statement: My access to healthcare has increased since purchasing health insurance through the ACA Marketplace. Strongly Disagree Disagree Neutral Agree Strongly Agree 25. To what extent do you agree or disagree with the following statement: I feel that my level of health has maintained or been improved as a result of having health insurance. Strongly Disagree Disagree Neutral Agree Strongly Agree 26. Overall, how satisfied are you with your enrollment experience? Very dissatisfied Dissatisfied Neutral Satisfied Very Satisfied If neutral, dissatisfied, or very dissatisfied, why? _ 27. Is there anything you wish you had known before enrolling or trying to enroll through the Marketplace? Do you plan on enrolling or trying to enroll during the next open enrollment period? (Check one) 28. Is there anything else you would like us to know about your enrollment experience? _

5 Follow-Up [SURVEY ADMIN]: Thank you very much for sharing such great information with us! Now I have just a couple of follow-up questions for you, unrelated to your enrollment experience. 29. To thank you for your time, we would like to mail you $10 McDonald s gift card, just like we did before. Is this the best mailing address for us to send the card to? [SURVEY ADMIN: Read address on file, and update below if needed] [SURVEY ADMIN]: Thank you. Along with your gift card, we ll also be sending you an updated resource guide for HIV services in the Houston Area, and information on how to get insurance help. 30. Based on the information you and other study participants provide, we may need to conduct another study to learn more details. Can we contact you again if we need to conduct a focus group to learn more about your experience? [SURVEY ADMIN]: Those are all the questions we have today! Once again, thank you very much for volunteering to participate in our study, and help increase our knowledge about the Health Insurance Marketplace enrollment experience for Ryan White consumers. Be on the lookout for a package that will contain the resource guide and gift card. Have a great day! [SURVEY ADMIN]: Attach participant s survey form to the original completed survey tool, and store in locked file cabinet.