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US Family Health Plan Earns Member Satisfaction Rating 42 Percent Above the National Average

Posted on: Wednesday, 12 November 2008, 09:00 CST

The US Family Health Plan, a Department of Defense-sponsored healthcare plan serving military family members in six areas across America, has achieved 2008 national member satisfaction ratings 42 percent higher than the national average for member satisfaction with health plans, as documented by the National Committee for Quality Assurance (NCQA) in its Quality Compass 2008 Public Report. In fact, when compared with the 241 other managed care plans included in the report, the US Family Health Plan ranks in the 99th percentile -- and is third in the nation -- in overall member satisfaction. The US Family Health Plan at Martin's Point Health Care, which serves military beneficiaries in Maine, Vermont, New Hampshire and northeastern New York, ranks number one in the nation for its individual results for member satisfaction.

The independent assessment of the US Family Health Plan utilized a protocol known as the Health Plan Employer Data & Information Set (HEDIS(R)), which incorporates a methodology called the Consumer Assessment of Healthcare Providers and Systems (CAHPS(R)) 4.0H Survey. The survey methodology -- the most comprehensive tool for measuring consumer satisfaction with health plans -- was developed jointly by the NCQA and the Agency for Healthcare Research and Quality (AHRQ) at the Department of Health and Human Services. Designed to produce standardized results, the survey measures the members' experience with health plan care and service over the preceding 12 months.

A random sample of 4,414 US Family Health Plan members rated their overall satisfaction with the health plan, its customer service and their utilization of its healthcare services. The members were culled from among those served by all six non-for-profit hospital and physician networks that deliver care for the US Family Health Plan. On a scale of 0 to 10, with 10 as the best possible rating, 87.9 percent of the US Family Health Plan members rated their overall satisfaction with the Plan as an 8, 9 or 10. The national average for member satisfaction with health plans, based on the plans reported on by the NCQA in the Quality Compass 2008 Public Report, is 61.9 percent.

"Once again, the US Family Health Plan's national member satisfaction scores significantly exceed the benchmark in all rating areas for the core population, which includes survey respondents of all ages," said David Bahlinger, director of analytics and research for The Myers Group of Snellville, Ga., an NCQA-certified HEDIS survey vendor that administered the study of the US Family Health Plan members. "Also, the US Family Health Plan's scores for members ages 18-64 are much higher than the national average for satisfaction with customer service, rating of primary care doctors, and reported ability to get needed care and get care quickly."

Kate Ryan, chair of the US Family Health Plan Alliance, said, "For the 14th year in a row, independent surveys of our members have confirmed that they are among the most satisfied health plan beneficiaries in America. We remain committed to providing them with outstanding customer service, high-quality care and comprehensive benefits -- including preventative and wellness programs as well as intensive case management for those with chronic or multiple health conditions."

The US Family Health Plan is made available by nonprofit healthcare providers on the East, West and Gulf coasts. It offers the full TRICARE Prime benefit to over 100,000 military beneficiaries, including active-duty family members, activated Guard and Reserve family members, and retirees and their family members. The Plan is distinguished by its thousands of network doctors and hospitals, low cost, lack of deductibles, free preventative pediatric care, free annual physicals and in most locations, after-hours telephone access to healthcare providers.

The six hospital and physician networks through which enrollment in the US Family Health Plan is offered include:

-- Johns Hopkins Medicine (1-800-801-9322) - serving Maryland, Washington D.C., and parts of Pennsylvania, Virginia and West Virginia

-- Martin's Point Health Care (1-888-241-4556) - serving Maine, Vermont, New Hampshire and northeastern New York

-- Brighton Marine Health Center (1-800-818-8589) - serving Massachusetts, including Cape Cod, plus Rhode Island and northern Connecticut

-- St. Vincent Catholic Medical Centers (1-800-241-4848) - serving parts of New York, all of New Jersey, eastern Pennsylvania and southern Connecticut

-- CHRISTUS Health (1-800-678-7347) - serving southeast Texas and southwest Louisiana

-- Pacific Medical Centers (1-888-958-7347) - serving the Puget Sound area of Washington State.

For more information about the US Family Health Plan, visit www.usfamilyhealthplan.org.

Note to Editors:

CAHPS(R) is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Source: Business Wire

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