This case study is part of the Medicare Rights Center’s series on making Medicare and Medicaid work better together, which uses real client stories from Medicare Rights’ national helpline to highlight how gaps in coordination affect access to care. The series is designed to help policymakers, advocates, and beneficiaries better understand the challenges of navigating two separate systems and to identify opportunities to improve integration, reduce confusion, and ensure people can access the full range of benefits available to them.

In Fixing the Appeals Process, the case study contrasts two beneficiary experiences to show how fragmented versus integrated systems impact access to care. Mr. H’s story illustrates the confusion and delays that arise when Medicare and Medicaid appeals operate separately, leaving him caught between two plans and unsure how to secure coverage for a medically necessary wheelchair feature. In contrast, Mrs. Z benefits from an integrated appeals system that streamlines decision-making and reduces administrative burden, ultimately improving her access to needed services. Together, these examples underscore the importance of aligning Medicare and Medicaid processes and inform policy recommendations aimed at simplifying appeals and strengthening care coordination.