As part of our continuity and coordination of care efforts, Evernorth^® Behavioral Health monitors the exchange of information between behavioral and medical providers. Annually, we survey behavioral providers about things like the methods by which coordination occurs and how often it is done.

Coordination of care survey results

Of the network providers who responded to our 2023 annual survey:

• 54 percent reported care coordination typically occurred via email, fax, or phone.
• 50 percent reported they usually or always notify other medical providers, when clinically indicated.

In addition, we learned from the survey that the primary reasons why care coordination does not occur include:  

• Patients have no identified primary care provider.
• Behavioral providers or their office staff have insufficient resources to facilitate coordination (e.g., due to staffing or time constraints).

We’re improving how we capture care coordination information

As part of the analysis and review of the survey results, Evernorth Behavioral Health recognizes the evolving nature of health care and will consider updates to our survey questions, as needed. Additionally, we continue to evaluate our coverage and operational processes to support care coordination for customers.

Educating our customers about the importance of whole person health

We also recognize the need to educate our customers about the importance of whole person health, as well as care coordination amongst their providers. As an organization, we are working to offer benefits and services that help them achieve whole person health.

We encourage appropriate coordination of medical and behavioral care for all our customers. This is particularly important to improving the overall health and well-being of those with comorbid medical and behavioral conditions. As a result, it may be necessary to seek customer consent for communication more than once during treatment, even if they declined the initial request.

Provider guidelines and tools for coordination of care

You may find it helpful to review our guidelines and tools for coordination of medical and behavioral care in the Quality Management section of our Behavioral Administrative Guidelines.