VIDEO: Ensuring US Family Health Plan Members Enjoy High Satisfaction with Health Care

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A patient-focused approach to health care enables the six member organizations of the US Family Health Plan to achieve high levels of patient satisfaction among their nearly 150,000 members across the country.

Dr. David Howes, president and CEO of member organization Martin’s Point HealthCare in Maine, explains how the US Family Health Plan maintains satisfaction by prioritizing members’ personal needs.

“When you are a member of US Family Health Plan, we feel a responsibility to help you to become and remain healthy, and to do that in a way that meets your personal needs. In addition, there is the value that we have put together networks of providers, doctors, hospitals and care managers that can help guide you through the care system in a way that means that you will never be unable to find somebody to care for you or your family,” Howes says.

The US Family Health Plan keeps an eye on its progress and effectiveness by measuring its members’ overall satisfaction with their health care over time, including their ability to easily access care and their happiness with their health outcomes. In fact, two US Family Health Plan member organizations – Martin’s Point Health Care and Johns Hopkins – were recently listed among the top private health plans in the country for patient satisfaction by the National Committee on Quality Assurance (NCQA) Private Health Insurance Plan Ratings 2017–2018.

“We are probably among the health plans in the U.S. that are most satisfying to their members. We find that we are at the absolute top of the heap, with over 90% of our members saying that they are satisfied or very satisfied with their health plan,” Howes says.

US Family Health Plans Again Earn Top National Ratings for Private Health Insurance

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The US Family Health Plan once again has two of the highest-rated private health insurance plans in the country, according to the independent National Committee for Quality Assurance (NCQA).

In NCQA’s Private Health Insurance Plan Ratings 2017–2018, NCQA gave a 5 out of 5 rating to the Johns Hopkins US Family Health Plan and a 4.5 out of 5 rating to Martin’s Point US Family Health Plan (ME) – two of the US Family Health Plan’s six regional health plans – demonstrating a continued commitment to excellence in health care.

“The latest NCQA ratings affirm that the US Family Health Plan is keeping our members satisfied by providing them with high quality health care for improved care outcomes,” said Jim Schweiter, US Family Health Plan Alliance CEO.

The NCQA report rates private, Medicare, and Medicaid health insurance plans on a 5-point scale for customer satisfaction, prevention and treatment. The ratings are based on clinical quality, member satisfaction and NCQA Accreditation Survey results to emphasize care outcomes and what patients say about their care. Both Martin’s Point and Johns Hopkins are NCQA-accredited.

Johns Hopkins, the top-rated private health insurance plan in Maryland, is just one of five private plans in the country to earn a 5 out of 5 rating out of the more than 1,000 plans rated in the report. The plan also received an NCQA Health Plan Accreditation of Excellent, scoring 94.26 out of a possible 100.

“To be among the highest-rated plans in the country is an honor, as well as a motivator,” said Mary Cooke, vice president of Johns Hopkins US Family Health Plan. “Everything that we do is in pursuit of serving our military families and retirees with the highest quality of care possible. The NCQA rating will make us work even harder to maintain our standards and hopefully reach new levels of quality.”

The Martin’s Point US Family Health Plan – based in Portland, Maine – is the top-rated private plan in the state and one of only 42 plans nationwide to earn a 4.5 out of 5 rating.

“We are excited and honored to receive a 4.5 out of 5 rating from NCQA. Our aim is to provide the highest quality care and service, and this rating validates all of our efforts to keep our members satisfied and well cared for,” said David Howes, M.D., president and CEO of Martin’s Point Health Care.

The US Family Health Plan has been labeled as a model for exemplary patient satisfaction nationwide by the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey, which gave the plan a 91.5 aggregate member satisfaction rating in 2017. CAHPS scores are incorporated into the NCQA rating system.

“Our top priority continues to be the health and satisfaction of our members, as it has been for more than 30 years. We are proud of the care we deliver as part of the Military Health System and remain a committed partner to them in their mission,” Schweiter said.