US Family Health Plan Supports the 2015 Warrior-Family Symposium

U.S. military personnel are facing mental health challenges on and off the battlefield.  According to the Army’s Study to Assess Risk and Resilience in Service Members (the Army STARRS Report), almost 25 percent of nearly 5,500 active-duty, non-deployed Army soldiers who were surveyed reported that they are facing a mental health challenge.  Service member mental health challenges also inevitably impact military families.

For the fourth straight year the US Family Health Plan Alliance helped sponsor the 2015 Warrior-Family Symposium.  The 2015 Warrior-Family Symposium was conducted jointly by the Military Officers Association of America and Wounded Warrior Project. Participants discussed government and nongovernment organizations aligning and acting to improve the overall mental wellness of the nation’s service members, veterans and their families—specifically looking at our individual and collective responsibilities and commitments to taking care of our own, as citizens and as the nation at-large.  The event brought together government leaders, caregivers and supporting organizations to discuss mental wellness programs and treatment options available to our nation’s service members and their families.

The US Family Health Plan participating organizations welcome opportunities to increase awareness and discover new ways to support the mental wellness of our nation’s service members, veterans and their families.  As a trusted partner in the Military Healthcare System for more than 30 years, we are committed to providing comprehensive care that supports the long-term wellness of all military family members, include mental wellness.




Care Shouldn’t Start in the Emergency Room

An emergency room is too often the first choice for medical care, even when alternative care options are available. According to a 2015 survey by the American College of Emergency Physicians (ACEP), 75 percent of ER doctors reported an increase in patient visits since January 2014, with nearly 90 percent reporting either stagnation or worsening in their patients’ conditions. However, this is not an irreversible trend. There are steps healthcare providers can take to reduce the number of emergency room visits and, in turn, lower healthcare costs.

One of the most effective approaches is population health management because it improves patients’ overall health and wellbeing and provides tools so that they can take greater control of their healthcare. The numbers prove population health management is making a difference for US Family Health Plan members. Our beneficiaries under age 65 make 40 percent fewer trips to the emergency room than non-USHFP beneficiaries while spending 50 percent fewer nights in the hospital, according to the consulting firm Milliman. Care for our patients does not start in the emergency room—it starts at home. USFHP members are encouraged and empowered to invest in their own health through wellness initiatives. Programs like health literacy training, flu outreach reminders and weight management and smoking cessation programs help our members get healthy and stay healthy. When they do need medical attention, USFHP members enjoy an integrated care network in which providers share patient information seamlessly.

Another key USFHP approach that helps reduce ER visits is making sure patients have access to care. A 24-hour nurse help line, the use of a primary care manager, the availability of urgent care centers for immediate but non-emergency care, and in-home patient monitoring are quality alternatives to the emergency room. Improved wellness combined with quality, coordinated care results in healthier patients who, in the long term, save money by avoiding hospital visits and receiving less frequent medical attention. They are also proving to remain highly satisfied with their care: nearly 93 percent of USFHP beneficiaries rate their health plan above-average according to the National Committee for Quality Assurance, compared to only 66 percent for similar plans.

We’re glad to see our patients happy and healthy, not in the emergency room.


Patient-Centered Care Leads to 91.5% Member Satisfaction Rate for US Family Health Plan

Arlington, VA — While America continues to seek solutions to the need for low-cost, high-quality healthcare, the US Family Health Plan—a Department of Defense program with history of delivering high quality, patient-centered care to uniformed services families— has again garnered exemplary member satisfaction ratings, according to the final report of the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Survey.  The US Family Health Plan, the only fixed price, value-based capitated care program in the Military Health System, has achieved a 2015 aggregate member satisfaction rating of 91.5 percent:  over 25 points higher on a 100-point scale than the national average for satisfaction with commercial health plans.  That’s when compared to the 201 plans documented in the National Committee for Quality Assurance (NCQA) 2015 Quality Compass Report.

Based on the report, 66.1 percent of health plan members nationally report high satisfaction with their plans (rating them an 8, 9 or 10 on a scale of 1-10). By contrast, a whopping 91.5 percent of US Family Health Plan members report high satisfaction with their plan.  The overall objective of the CAHPS® study is to capture accurate and complete information about consumer-reported experiences with health care.

The independent CAHPS® assessment of 4,782 US Family Health Plan members employed the most widely used set of performance metrics in the managed care industry to measure performance on important dimensions of care and service.   It assesses member satisfaction in areas such as claims processing, customer service and getting needed care quickly.

“The US Family Health Plan’s national member satisfaction scores once again exceed the benchmark in all rating areas for the core population, including survey respondents of all ages,” said Debbie Vereb, Executive Vice President, Operations at SPH Analytics, an NCQA-certified HEDIS survey vendor that administered the study of the health plan members.  “US Family Health Plan members report significantly higher satisfaction with customer service, getting needed care, getting care quickly, coordination of care, and how well their doctors communicate with them.”

The US Family Health Plan, a comprehensive healthcare plan, offers the full TRICARE Prime benefit to more than 145,000 military beneficiaries, including active-duty family members, activated National Guard and Reserve family members, and military retirees and their family members.

Linda Marzano, Chief Executive Officer of Pacific Medical Centers and chairman of the US Family Health Plan Alliance board of directors, said, “We are committed to delivering high value to military beneficiaries and to the Department of Defense by focusing on the needs of our members and engaging them in programs to keep them healthy.  Through the use of population health and disease management programs, our goal is to help our members to live healthy lifestyles and minimize their chances of developing chronic conditions.  Our fixed price contracts ensure that DOD and the taxpayers pay no more than any other source of care while beneficiaries are protected from high co-pays and deductibles though medical management.  For us, it’s about the people. We believe our military families deserve the best care we can provide — it’s that simple.”

#  #  #

About the US Family Health Plan:

An integral part of health care provided to uniformed services dependents and retirees since 1981, the US Family Health Plan program is part of the Military Health System, offering the TRICARE Prime benefit in 16 states and the District of Columbia.  The US Family Health Plan was the first and remains the only true population health/value-based care model in the Military Health System.   The six fully accredited, community-based health care systems, known as designated providers, include Brighton Marine Health Center, CHRISTUS Health, Johns Hopkins Health Care, Martin’s Point Health Care, Pacific Medical Centers, and St. Vincent Catholic Medical Centers.

Note to Editors:  CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

Happy Birthday to the U.S. Navy! USFHP Celebrates You Every Day


We are grateful to the U.S. Navy and our members like Vince Marion and his wife for their service and dedication. US Family Health Plan exists for one reason: to provide high quality care to our nation’s greatest heroes – our military members and their families. Happy Birthday to the U.S. Navy!


Q&A: An Interview with Chairwoman Linda Marzano

We recently sat down with Linda Marzano, the new chair of the board of directors for the US Family Health Plan Alliance. Linda will lead the Alliance as Congress is exploring reforms to TRICARE and considering the recommendations made by The Military Compensation and Retirement Modernization Commission in February 2015. Linda, the CEO of Pacific Medical Centers, shares with us her views about the value of the US Family Health Plan program:


Q: Your responsibilities at PacMed include overseeing a US Family Health Plan (USFHP) that serves the Pacific Northwest. What were some of your first observations about working with TRICARE and the military healthcare system?

A: What stands out immediately is the commitment to and trust of PacMed by our patients, some of whom have been with us for 15 to 20 years and have wonderful partnerships with their physicians. Many USFHP beneficiaries have had long-term relationships with us—some since the 1980s, before the Plan’s inception, and others who have been with us since Congress created the USFHP and later designated it as a TRICARE program in the 1990s.

I’ve also noticed that unlike some other patient populations I’ve encountered, our patients really listen to their doctors and follow their professional advice. I attribute that, at least in part, to a respect for authoritative expertise forged by their military backgrounds. Our military health patients are also very open to giving us feedback about their interactions with our staff—from how they were greeted to the processes in our clinics—which allows us to continually improve. I very much appreciate that two-way relationship.


Q: What is the USFHP approach to working with a patient?

A: We place a lot of value on the relationship between patient and provider. The aggregate patient satisfaction score for all US Family Health Plan programs is substantially above the average for the Department of Defense. We work very hard on patient access initiatives. When a member joins our Plan, our concern is not just about what the member comes to see us for on one particular day. We take a comprehensive approach, considering everything else going on in their lives. What is their family situation? What about their job? What geographic area do they live in? By working with our patients holistically, there is a much better relationship between the patient and the healthcare provider and ultimately better health outcomes. If a patient wants to come in on a given day, we will get them in on that day. It’s always about the patients, all the time.


Q: How is technology helping innovate the way USFHP offers its service?

A: Innovative uses of Technology lets us put healthcare on the patient’s terms. Patients can’t always come to the doctor’s office. If it is 10 p.m., your husband or wife is deployed and you have a sick child, it is not manageable. Technology provides an alternative to packing everyone up and heading to the emergency room. We have to be able to use technology in different ways to support healthcare and the demands of the people.


Q: USFHP focuses on improving patients’ abilities to manage their own healthcare, which is especially pertinent for management of chronic diseases like diabetes. How is USFHP using preventive care programs to address chronic disease?

A: One of the biggest trends in the healthcare industry right now is a desire by patients to have more control of their healthcare. At USFHP, we are embracing that. When we take a collaborative approach to managing chronic diseases, we can reduce the rate of hospitalization and doctor visits and can also avoid prescribing additional medications that may be required if a condition is not caught early enough. We also focus a great deal on screening and prevention. Take for example our colon screening and all of our cancer screening initiatives. We channel time and energy into our outreach because we want to catch those things early and keep those patients healthier. 

Truly effective preventive care requires attentiveness to patients’ degrees of risk. Our care managers and case managers are trained nurses and social workers who conduct regular outreach to patients. We evaluate all of our patients and identify those we consider high-risk who would benefit from more frequent follow-ups. Once those patients are identified, we work with them on a regular basis to share helpful information related to their health through mail, phone calls and even group meetings.


Q: Why has USFHP invested so much in preventive medicine?

A: We know that keeping patients healthy and putting these prevention measures in place helps patients lead better lives. We identify problem areas through evidence-based medicine. We put these programs in place because of our belief in patient-centered medical home and chronic disease management and evidence-based medicine. We want to keep people healthy, we don’t believe in only seeing patients when they’re sick. We want to keep them out of the doctor’s office and out of the hospital, so that’s what led to developing the infrastructure to do the outreach when the patients need it and do outreach to help patients not even need that care.


Q: Does the capitated model encourage this type of investment?

A: Absolutely. In a fee-for-service model, a provider is paid when the patient walks through the door, which encourages illness instead of prevention and wellness. With a capitated model, like USFHP features, there is an incentive to institute cost-saving measures. If a plan is able to reinvest in staff or new technology it can operate more efficiently with fewer costs. One example is USFHP predicative modeling, which we use to determine a patient’s risk factor, this helps us prevent problems and keep patients healthy.


Q: What lessons have you learned from working with USFHP?

A: We have taken away some great lessons from USFHP and applied them at PacMed, so our commercial patients are enjoying the same benefits. USFHP has a unique capitated model, and we are constantly reinvesting in the program’s infrastructure to support the highly effective case management programs and personnel we have in place (e.g. the social workers, the outreach and the chronic disease management programs).The approach is so effective that we now apply the same care model to our commercial patients at PacMed. Since adopting the new model from USFHP, we’ve lowered our costs by 10 to 15 percent, and our healthcare outcomes are in the top quartile on the Washington Health Alliance website.


USFHP Programs That Are Heading Off Expensive Chronic Care


US Family Health Plan features more than 40 disease management programs and a variety of complex care management programs.

Chronic disease comes at a high cost. The Centers for Disease Control and Prevention estimates that 86 percent of all healthcare spending in 2010 was due to one or more chronic medical conditions. For example, $314 billion is spent every year in the U.S. to combat heart disease and stroke. However, early detection and ongoing management of such cardiovascular conditions can make a real difference for a patient’s quality of life while helping save money. Similarly, according to the National Institutes of Health, being overweight significantly increases the risk of serious illnesses such as heart disease, high blood pressure, Type 2 diabetes, gallstones and certain cancers.

To improve overall health, US Family Health Plan features more than 40 disease management programs and a variety of complex care management programs. USFHP was also one of the first plans to implement a patient-centered medical home concept, with benefits like 24-hour nurse helplines and in-home patient monitoring. The results? USFHP beneficiaries are experiencing improved health and wellness and require fewer emergency room visits or hospitalizations.

USFHP health plans have developed and adopted a number of health education and care management programs in an effort to help prevent the development of costly chronic diseases. For instance, Heart to Heart—a 4-day class that raises awareness and educates patients about heart disease, stroke and its related health conditions—teaches patients how to manage their risk factors through assessment tools. The weight management program MOVE!—originally designed by the Department of Veterans Affairs—is uniquely tailored to each participant and emphasizes behavioral and lifestyle changes like regular exercise and healthy eating to help patients manage their weight.

We’re proud to offer America’s military families industry leading programs to prevent expensive chronic care. Click here to learn more about the many wellness programs available to our beneficiaries.

Quality Healthcare Driven by Innovation

We are continually inspired by our beneficiaries and the innovation of the branches they served.


Mike represents why US Family Health Plan is proud and committed to delivering comprehensive, innovative healthcare to retirees and their families.

Take Mike, a retiree and longtime USFHP member. He has been with USFHP for more than seven years after a career of service in the U.S. Air Force. Mike and his wife live on a pension and, with rising healthcare costs affecting families across the country, deserve the benefit of the latest medical infrastructure and technology to ensure quality and keep costs down.

Mike represents why US Family Health Plan is proud and committed to delivering comprehensive, innovative healthcare to retirees and their families. We are leaders in preventive health techniques that reduce the risk of common health issues and the development of new technologies that improve patient outcomes in a number of ways.


  • US Family Health Plan was the first TRICARE provider to emphasize virtual care support through a 24-hour telephone health hotline, giving patients around-the-clock access to nurses and primary care doctors who can offer general health information, self-care instructions, assistance scheduling next-day clinic appointments and advice on whether to use emergency services immediately.
  • Population wellness programs—including flu outreach reminders, weight management programs, smoking cessation programs, health literacy training, osteoporosis screenings, substance abuse treatment, stress management programs and other preventative care services—helping keep members healthy and out of the hospital while also allowing them to invest in their own care.
  • Disease management programs help prevent and manage diseases for treatment while reducing hospital readmissions for care of chronic conditions. Examples include cholesterol management for patients with cardiovascular conditions and blood pressure control and heart monitoring systems for diabetes patients. While emergency room visits are up across the country, USHFP members make fewer visits to the ER than other TRICARE Prime beneficiaries, a testament to the disease management programs, telemedicine and other initiatives used to streamline care.
  • Electronic health records allow care providers to monitor patient vitals electronically. We’re continuing to expand our ability to share patient data and make advances in telemedicine to allow care providers to keep tabs on high risk members and trigger alerts in emergencies—thus making the process of health data sharing across care providers more efficient.

At US Family Health Plan, we will continue to honor the dedication and service to our country that Mike and many of our members have shown by serving as a model for military healthcare providers, staying on top of trends and providing only the best benefits possible. Easy access to high-quality, affordable healthcare ensures members and their families can rest easy, and we look forward to providing Mike, his family and all in the US Family Health Plan fold with continued quality care and a strong physician-patient relationship, driven by innovation.

DOD warns of Tricare mail scam

The Defense Health Agency is warning Tricare beneficiaries of an elaborate mail scam designed to steal money from their banks.

According to the DHA Office of Program Integrity, some Tricare beneficiaries have received letters from a bogus company called Tricare Survey Inc., offering them the chance to work as “secret shoppers.”

The mailings instruct recipients to cash enclosed checks for $3,775 at their banks, keep a percentage of the money for themselves and use the rest to buy six $500 shopping cards to be used at retailers for “secret shopping” excursions.

But when recipients report the card numbers to the company, as instructed in the letters, the fraudsters use the numbers to transfer the amount to their own accounts.

In the alert, issued by the Defense Department on Sunday, August 30, Tricare officials advised beneficiaries not to participate in the scheme, saying they may be held accountable by their banks for the money.

Tricare will identify the checks as counterfeit and return them to the bank in which they were drawn from as non-cashable. Potential exists for the beneficiary to be personally liable for the entire $3775.00, the notification stated.

Companies and individuals target military personnel and families with scams with such frequency that in 2012, federal and state law enforcement agencies created a database of offenders, called the Repeat Offenders Against Military database.

Defense health Agency officials urge anyone who received a secret shopper letter to submit a report to the DHA Program Integrity Office. They can do so online on the office’s web page by clicking the “Report Health Care Fraud” button.


US Family Health Plan Members Join in Memorial Day Events

[layerslider id=”5″]

On Saturday May, 23rd representatives from US Family Health Plan member St. Vincent’s Catholic Medical Centers participated in a Memorial Day Event at the BG William C. Doyle Cemetery in Wrightstown, NJ. This event was sponsored by the New Jersey Department of Veterans and Military Affairs and included participation by the New Jersey National Guard Adjutant General, Brigadier General Michael L. Cunniff and New Jersey Lieutenant Governor Kim Guadagno in the parade. All organizations of the US Family Health Plan program honor and remember those who perished in our country’s wars and other conflicts, including the more than 6,800 American service members who gave their lives since Sept. 11, 2001.


US Family Health Plan Support’s Army’s Operation Recruit Enlist Dinner

US Family Health Plan members support our military in many ways.  On May 12, 2015, US Family Health Plan member Pacific Medical Centers sponsored the Army’s Operation Recruit Enlist Dinner at Saint Martin’s University in Olympia, WA. As the pictures shows, new recruits and continuing service members were treated to dinner in conjunction with their taking the enlistment oath.