Consumer-Centric Considerations for Integration


This document was developed by the Low Income Populations (LIP) committee of the Healthy Washington Coalition (HWC), a broad-based coalition of organizations dedicated to ensuring that Washington State has quality, affordable health care coverage for all of its residents. The purpose of this document is to highlight the perspective of consumers within discussions about how physical, behavioral, and oral health can best be integrated. It is intended to complement the perspectives of other stakeholders such as providers, state officials, and insurance plans. We hope this broad statement of vision and principles helps to advance this perspective and serves to encourage consumers and consumer advocates to participate in integration discussions. This is a working document and LIP is open to feedback to further improve and refine these principles, all with the consumer in mind.

A Consumer Vision for Whole Person Care

I have a health home that coordinates my services to provide whole-person care and seamless delivery of services, incorporating physical, behavioral and oral health care while addressing social determinants of health and health equity. My health home should be the setting that I am most comfortable in, i.e., primary care provider, community mental health center, etc.

Principles for Consideration – Consumer Perspective

Care and support to address all my needs is coordinated by my primary care provider and/or other care coordinator or team who works with providers and resources to incorporate services and supports to meet my needs, which may include specialty care.

Important considerations in coordinating my care are:

  • Plan for my care should make sense for me/to me, recommendations and instructions should be understandable and should not conflict.
  • I am involved as a partner in my care. I have the ability to communicate timely to and from my care team.
  • My providers should talk to each other and ensure care coordination that includes appropriate referrals that enable timely, coordinated access to necessary providers; my time is valued.
  • Continuity of my care is critical, especially between coverage, plans, and health care systems.
  • Care should be easy for me to get and should be provided with consideration of my challenges and cultural values. Lack of access to essential services, including transportation, and the need for language assistance, ASL interpretation, or disability accommodations should not impact my health care.
  • Care should be accessible and of good quality regardless of my socioeconomic status.

January 2017