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.