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News Release
OHA issues corrective action plan to Health Share of Oregon - 10/18/19

October 17, 2019

OHA issues corrective action plan to Health Share of Oregon

Plan addresses OHP members' transportation problems

Salem, Ore. -- The Oregon Health Authority (OHA) has issued a corrective action plan that requires Health Share of Oregon to improve non-emergent medical transportation (NEMT) services that it provides to Oregon Health Plan (OHP) members.

Health Share of Oregon (HSO) is a coordinated care organization that serves approximately 309,000 OHP members in Clackamas, Multnomah and Washington counties. NEMT is a core benefit of the Oregon Health Plan. Members can access these transportation services for rides to their medical, dental and behavioral health appointments.

Health Share of Oregon has been working with OHA to improve this critical service for its members. Health Share has been meeting with OHA to provide monitoring data and discuss improvements it has made in the program.

In issuing the corrective action plan, OHA found that Health Share did not provide reliable non-emergent transportation services to covered appointments and that access to care for members has been, and continues to be, disrupted.

OHP members in Health Share’s service area have notified OHA of problems they have experienced arranging transportation to non-emergency health care appointments including: transportation providers failing to pick members up for appointments or after appointments to return home, late arrivals, cancellation of rides with short notice, long call center wait times, and lack of appropriate equipment in vehicles to support members' needs. Transportation providers have complained that Health Share’s vendor, GridWorks, has not paid them for rides.

Health Share is required to provide OHA a turn-around plan within 14 days to correct the current non-compliance with NEMT contract requirements and rules. OHA recommends Health Share hire a consultant experienced in NEMT to help improve services for OHP members.

OHA is requiring Health Share to provide weekly reports that include the following performance data, which HSO began reporting Sept. 13:

  • On time, late or “no shows” performance.
  • Total ridership by mode.
  • Total call volume.
  • Average speed to answer calls.
  • Call center service level.
  • Average call handle time.

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