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FOR IMMEDIATE RELEASE
May 30, 2007

PASSPORT Consumers Overwhelmingly Satisfied with Program
Results of 2006 Survey Relatively Unchanged from Four Years Ago

COLUMBUS - The Ohio Department of Aging this week released the findings of a survey of more than 2,400 PASSPORT consumers on their overall satisfaction with Ohio's Medicaid home and community-based care program. In addition to their overall satisfaction with the program, consumers were also asked their opinions of case management.

The majority of PASSPORT consumers are very pleased with the services they are receiving. Statewide, 91 percent of consumers are "very satisfied" or "extremely satisfied." This average is unchanged from a similar survey conducted in 2003. Similarly, the proportion of consumers who said they would "definitely" recommend the program to a friend was 87 percent - again, identical to the 2003 results.

"Perhaps the most crucial link in the PASSPORT service delivery chain is the connection between the consumer and her case manager," said Barbara E. Riley, Director of the Department of Aging. "We are very pleased with this survey, which shows that our consumers have been consistently satisfied with the services and case management they receive. It is a testament to the dedicated individuals who make up the aging network."

Among the survey's findings regarding case management:

• 91 percent were at least "very satisfied" with how their case managers took care of their problems, complaints or concerns.
• 94 percent were at least "very satisfied" with the level of courtesy with which their case managers treated them.
• 90 percent were at least "very satisfied" with the availability and ease of access of their case managers.
• 89 percent were at least "very satisfied" with how the service choices offered by their case managers fit their care needs.
• 91 percent were at least "very satisfied" with how well their case managers seemed to understand their specific needs.

Read the complete 2006 PASSPORT Customer Satisfaction Survey Report online…

Ohio's PASSPORT program currently provides in-home services to approximately 26,000 older adults. Services allow them to continue to live in their communities and avoid or postpone the need to move to nursing homes or other more formal care settings. Subjects for the survey had to have been on the program for at least six months and the statewide average for participation in the program among survey participants was more than 3 years. Fully 80 percent of those surveyed were women. The final survey report contains statewide averages, as well as averages for each of the 13 PASSPORT Administrative Agencies.

Also released this month were the results of an independent evaluation that found the PASSPORT Program to be cost-effective and consumer-responsive.

About ODA

The Ohio Department of Aging serves and represents two million Ohioans age 60 and older. The Department advocates for the needs of all older citizens, with an emphasis on improving the quality of life for older Ohioans, helping them live active, healthy and independent lives, and promoting positive attitudes toward aging and older people. The Department provides services to older Ohioans through 12 area agencies on aging, home- and community-based Medicaid waiver programs such as PASSPORT, the long-term care ombudsman and the Golden Buckeye Card. For more information, visit www.goldenbuckeye.com.