Every day, you support individuals who are living with substance use disorders (SUD)—often at one of the most vulnerable moments of their lives. Timely follow-up and consistent engagement can help prevent patients from falling through the cracks and improve the likelihood they continue treatment.

Practical ways to support SUD initiation and engagement
A few small workflow adjustments can make it easier for patients to start care quickly—and keep coming back. Here are strategies many providers use to support initiation and engagement:

• Schedule the follow‑up appointment before the patient leaves
  Whether they’re discharging from inpatient care or finishing an initial visit, having the next appointment already on the calendar reduces barriers.
• Protect appointment slots for recent discharges
  Holding a few flexible slots can help you see high‑risk patients quickly when it matters most.
• Talk with patients about why follow‑up matters
  A brief, plain‑language explanation of how early visits support recovery can increase motivation to return.
• Use reminders that work for your patients
  Phone calls, texts, or emails can significantly reduce missed appointments.
• Act quickly when appointments are missed
  Prompt outreach and rescheduling show patients they’re not forgotten—and that ongoing care matters.
• Offer telehealth when in‑person visits aren’t feasible
  Virtual visits can be an effective way to meet the 14‑day initiation window and keep patients engaged.
• Coordinate with other providers in the patient’s care team
  Clear communication across settings supports continuity and reduces the likelihood of care gaps.

Small changes can strengthen care—and HEDIS performance
These small workflow adjustments can be good for your patients—and your practice—by helping you meet or exceed the Healthcare Effectiveness Data and Information Set (HEDIS^®)¹Initiation and Engagement of Substance Use Disorder Treatment (IET) measure. This measure focuses on early touchpoints, connecting patients to care quickly and supporting ongoing engagement long enough to benefit from treatment.

A quick refresher: What is IET?
The IET measure looks at two time-sensitive steps after a new SUD diagnosis:

• Initiation: The patient starts treatment within 14 days of diagnosis (e.g., inpatient admission; outpatient, intensive outpatient, or partial hospitalization visits; telehealth; or starting medication treatment).
• Engagement: After initiation, the patient receives two additional SUD treatment services within 34 days.

These time frames are short by design—because early and ongoing engagement improves outcomes.

How providers are doing—and why partnership matters
From January 1 through December 31, 2024, initiation and engagement rates for providers participating with Evernorth^® Behavioral Health remained steady and met HEDIS performance goals. That’s a testament to the work you’re already doing.

By continuing to work together, we can build on this performance and—more importantly—create better, more stable recovery paths for the people you serve.

The bigger picture
SUD affects millions of people nationwide. In 2022, 48.7 million individuals age 12 and older (about 17.3% of the U.S. population) were living with an SUD.²

Evidence consistently shows that early treatment and regular follow-up—including medication-assisted treatment when appropriate—can lead to improved outcomes. Your role in helping patients take those next steps is critical.

We’re here to support you
Your work directly impacts patient recovery and long‑term outcomes. We appreciate your partnership and commitment to timely, engaged SUD care. We’re here to support you with resources, data, and collaboration to help patients stay connected to treatment.

Learn more
For more information about the IET HEDIS measure, visit the IET page on the National Committee for Quality Assurance (NCQA) website. You can also find information about all other HEDIS measures and technical resources on this website.

1   HEDIS is a registered trademark of the National Committee for Quality Assurance (NCQA).

2   “Initiation and Engagement of Substance Use Disorder Treatment (IET).” NCQA. 2026. Retrieved from https://www.NCQA.org/report-cards/health-plans/state-of-health-care-quality-report/initiation-and-engagement-of-substance-use-disorder-treatment-iet/.