People dually eligible for Medicare and Medicaid must navigate two separate health insurance systems, making it difficult to access coordinated, person-centered care. Their experiences can provide states with important insights for designing integrated care programs that work better for the people they serve.

Research has documented dually eligible individuals’ care experiences, challenges navigating Medicare and Medicaid, and ideas for improving care. However, much of this research is not written for the state Medicaid staff who design and oversee integrated care programs.

This toolkit from the Center for Health Care Strategies, developed with support from The SCAN Foundation, translates feedback from dually eligible individuals into concrete actions for Medicaid agencies. Drawing on published research and input from advisory panels of dually eligible individuals and Medicaid staff, the toolkit identifies potential state actions for incorporating enrollee perspectives into policy and program design. Across four modules, the toolkit describes what dually eligible individuals say about their experiences, outlines potential state actions, highlights state examples, and connects readers to implementation resources.