Access to services and treatment are key for individuals with mental health diagnoses and substance use disorders (SUD), as length of time in treatment are strong predictors of post-treatment outcomes.

Through 2025, UnitedHealthcare Community Plan of New York is participating in a performance improvement project with other managed care organizations in the state. The goal is to improve how we help continually engage Health and Recovery Plan (HARP) members in their mental health and SUD treatment.

How you can help improve member outcomes

These are some of the most common barriers members may face, along with ideas and resources to address them. Many of the strategies and resources can be used across barriers.

• Health literacy – Members may not have enough information about their conditions, services and the supports available to them through their health plan to make informed decisions.
  • What to do:  Educate members about care treatment options and empower them with shared decision making
  • Resources: Resiliency and Recovery Toolkit and the Clinical and Quality Measures Toolkit
• Discharge planning – May not consider member preferences and access to care, which can result in poorer health outcomes for these members.
  • What to do:  Educate members about care treatment options and offer focused care coordination that addresses their unique barriers to accessing care
  • Resources: Coordination of Care practices
• Changes during treatment – From the member’s living situation, challenges filling prescriptions, getting to scheduled appointments, or dissatisfaction with providers – all can impact consistent engagement.
  • What to do: Strengthen support during member care transitions and align members with peer support services.
  • Resources: The Recovery & Resiliency Toolkit for Providers, and peer support available through Community Oriented Recovery and Empowerment (CORE) 
• Health disparities – Disparities in health care exist and are associated with worse health outcomes.
  • What to do:  Increase your own knowledge and skills for working with members with different backgrounds.
  • Resources: Cultural Sensitivity Training and the Social Determinants of Health for Behavioral Health training
• High-risk member populations – Assertive Community Treatment (ACT) members are some of the most acute within the mental health continuum of care. Their needs may require specialized management.
  • What to do:  Educate members about care treatment options, empower them with shared decision making and strengthen support during member care transitions
  • Resources: Complex Care Management Program, Mobile Crisis Support and Genoa Comprehensive Medication Management

Need help?

Karen Shippey, Network Trainer, is available to help support you in your efforts to prioritize continuous engagement in care. Thank you for your partnership in improving outcomes for HARP members.