When individuals become eligible for both Medicare and Medicaid in Washington, they face a dizzying array of choices. A survey of dual-eligible beneficiaries in Washington was conducted in the spring of 2023 to learn how beneficiaries make decisions about enrollment options, identify areas for improving training for those who assist beneficiaries in making decisions, and determine whether there are differences in their experiences once enrolled. Overall, this survey found that while the state is focusing on the right areas of concern, integrated care models alone do not improve access, outcomes, or beneficiary experience. Consistent clear communication to beneficiaries, network alignment, care coordination, and training of community partners are critical for improving the beneficiary experience.
