Home care industry dealing with upheaval, yet clients report continued satisfaction according to PPL
In a significant development, Public Partnerships LLC (PPL), the sole fiscal intermediary for New York's Consumer Directed Personal Assistance Program (CDPAP), has reported high satisfaction levels among consumers and personal assistants (PAs) following a large-scale survey. The survey, which included over 52,000 PAs and consumers, showed a clear vote of confidence in PPL's performance, indicating that the company is delivering on the state's intent for greater accountability and uninterrupted care[1].
However, this positive survey result stands in contrast with ongoing controversies and legal challenges related to PPL's administration of CDPAP. Allegations of mismanagement, fraud, and a chaotic transition from multiple fiscal intermediaries to PPL have been made, causing difficulties for many consumers and workers[1][3][4][5]. Consumer advocacy groups and lawsuits have argued that the transition disrupted services and consumer rights, leading to amended court injunctions aimed at ensuring continuity of care and consumer protections[1][3][4].
The transition to a single fiscal intermediary was condensed into a chaotic three-month period and resulted in a lawsuit, a grace period enacted by the state Department of Health, and a court-ordered deadline extension for consumers and aides to complete registering with PPL[2]. Critics of PPL have gone so far as to charge that its mishandling of the transition will lead to the deaths of disabled people[2]. Consumers, aides, and even companies contracted with the state have been urging the state to delay the transition for months[2].
Despite these challenges, PPL's survey found the average rating for overall satisfaction with the company to be 4.04 out of 5. The satisfaction with the timekeeping systems was rated 4.27 out of 5[1]. The survey, which was conducted among 16,000 consumers or their representatives and approximately 36,000 personal assistants, was done in English but could be translated through browser settings[1]. Demographic and geographic data were not collected during the survey as it was performed anonymously[1].
PPL asked respondents about unanswered questions from the transition, and 20% said they had some[1]. The new survey is a response to the vocal critics of PPL and the transition to a single fiscal intermediary[1]. The CDPAP program, which allows friends, family, or independent home care workers to get paid through Medicaid to provide assistance to disabled New Yorkers, was previously operated by hundreds of fiscal intermediaries in New York, but PPL is now the only company allowed to operate in the state[2].
The Hochul administration has continued to defend the transition and suggests that the new survey results offer vindication[1]. The survey results are being used by PPL as evidence of their success and to gain insights into consumer and personal assistant thinking[1]. The survey was conducted using Microsoft Forms[1].
[1] [Source 1] [2] [Source 2] [3] [Source 3] [4] [Source 4] [5] [Source 5]
- Amidst ongoing controversies and legal challenges, Public Partnerships LLC (PPL) recorded high satisfaction levels with their performance in the Consumer Directed Personal Assistance Program (CDPAP), as revealed in a survey conducted among 52,000 consumers and personal assistants.
- Despite allegations of mismanagement, fraud, and chaotic transitions, the new survey conducted by PPL reported an average overall satisfaction rating of 4.04 out of 5, indicating that consumers and personal assistants were generally satisfied with the timekeeping systems.
- The positive survey results come as PPL faces criticisms for its handling of the transition to a single fiscal intermediary for the CDPAP program, with the Hochul administration defending the transition and citing the survey as vindication of their decision.
