Member Experience and Satisfaction

This year, Health Partners Plans (HPP) is focusing on improving member satisfaction scores and elevating members' experience with their health plan and their providers.

HPP has identified two specific areas of member satisfaction that we're actively working to improve: getting needed care and getting appointments and care quickly. To improve our members' experience, HPP has implemented the following interventions:

Post-visit surveys
Implementation of a member satisfaction measure in QCP
Member and provider focus groups

Member Experience & the CAHPS Survey

The Consumer Assessment of Healthcare Providers and Systems, commonly known as CAHPS, is considered the national standard for measuring and reporting on consumers’ experiences with health plans, providers and services provided. CAHPS surveys measure patients’ perception of the quality received, such as the ease of access to providers and health care services and the patient/provider relationship, including the communication skills of physicians and practitioners.

HPP is committed to working collaboratively with our in-network providers to improve CAHPS results and overall member experience. For providers, improved scores in these areas can lead to higher member satisfaction scores in Quality Care Plus (QCP) performance, which can result in additional revenue. For HPP, future growth is dependent on member retention and growth, which is greatly impacted by members' satisfaction with providers and our plans overall. Together, we can achieve our shared goal of elevating members' satisfaction and improving their experience with the health care system.

On this page, you'll find a snapshot of HPP's recent performance on the CAHPS survey, as well as tip sheets, checklists and links to other HPP resources. We will continually update this page with new resources and educational opportunities for our provider network.

CAHPS Questions & Responses

Question	Response Choices	HPP Results*	Best Practices
In the last 6 months, when you needed care right away, how often did you get care as soon as you needed?	Never Sometimes Usually Always	15th	- Review industry access & availability standards (available in the HPP's member handbooks) with members and staff. - Create open access scheduling for routine and urgent appointments.
In the last 6 months, how often did you get an appointment for a check-up or routine care as soon as you needed?	Never Sometimes Usually Always	24th	- Help members schedule their next routine or follow-up appointment before they leave the office. - Use reminder systems for preventive services and immunizations.
Wait time includes time spent in the waiting room and exam room. In the last 6 months, how often did you see the person you came to see within 15 minutes of your appointment time?	Never Sometimes Usually Always	8th	- Share service standards that clearly tell staff what is expected in interactions with patients (i.e. checking in with patients waiting longer than 15 minutes) - Review and remind staff of industry office wait time standards.
In the last 6 months, how often was it easy to get the care, tests or treatment you needed?	Never Sometimes Usually Always	24th	- Assess and improve staff’s cultural competence. - Offer alternate options for patients to access care during off hours; provide education around urgent care, telehealth, etc.
In the last 6 months, how often did you get an appointment to see a specialist as soon as you needed?	Never Sometimes Usually Always	49th	- Review and remind patients and staff of HPP's referral requirements. - Help book specialist appointments or provide the specialist's information.

* Percentile rank

Resources to Increase Member Satisfaction

Recent Webinars

HPP Focus: Staff Engagement and Customer Service
March 3, 2022
Presentation | Recording

Leveraging QI to Drive Improvement
Feb. 3, 2022
Presentation | Recording

What is CAHPS
Feb. 17, 2022
Presentation

Improving Member Satisfaction: Professionalizing Customer Service
Jan. 6, 2022
Presentation | Recording

Improving Member Satisfaction Webinar Series: Access Redesign
Dec. 2, 2021
Presentation | Recording

Improving Member Satisfaction
May 5, 2020
Presentation (PPT) | Recording (Password: gTp3je2Y)

HPP Resources

For More Information

If you have questions about CAHPS or need further information about any of the topics detailed on this page, please call our Provider Services Helpline at 1-888-991-9023 (Monday to Friday, 9 a.m. to 5:30 p.m.) or contact your NAM (Network Account Manager).

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