US Family Health Plan Earns 92.6% Satisfaction Rating from Military Beneficiaries

WASHINGTON, D.C. (November 13, 2012) – The US Family Health Plan, a Department of Defense (DoD) healthcare option for military family members in six areas of the country, has achieved a 2012 overall member satisfaction rating of 92.6 percent, far exceeding the satisfaction rates of other managed care plans for 18 consecutive years. Compared to the 202 plans documented in the National Committee for Quality Assurance (NCQA) 2012 Quality Compass Report, the US Family Health Plan rating is at the 99th percentile for overall satisfaction. Ratings for customer service, access to care, claims processing, how well physicians communicate, and satisfaction with personal doctors and specialists are also at the top of industry standards.

“Our initiatives to ensure convenient, high-quality care for military family members have helped the US Family Health Plan consistently surpass national member satisfaction benchmarks,” said Dan Wasneechak, chair of the US Family Health Plan Alliance. “What’s more, our comprehensive range of care – from prevention and wellness programs to intensive disease management services for members with chronic and multiple conditions – aligns perfectly with the Military Health System’s Quadruple Aim strategy, promoting family readiness, supporting population health, creating positive care experiences, and responsibly managing healthcare costs.”

He added, “As leaders in healthcare innovation, US Family Health Plan organizations have achieved NCQA recognition for Patient Centered Medical Homes and have established transitional care programs designed to ensure continuity between levels of care and decrease hospital readmissions. The US Family Health Plan is truly leading the way with DoD in providing patient-centered care.”

Dr. Chester Schmidt, chief medical officer of Johns Hopkins HealthCare LLC, stated, “US Family Health Plan provides patient-focused, integrated care. It’s a privilege to serve the plan’s military families and retired service members, and our providers develop strong, continuous relationships with the patients. The close collaboration among the plan, medical providers and patients helps achieve optimal clinical outcomes and keep our heroes on the home front healthy.”

The independent assessment of 4,083 US Family Health Plan members was conducted by The Myers Group (of Duluth, Ga.), an NCQA-certified survey vendor. The assessment utilized the most widely used set of metrics in the managed care industry, the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) 4.0H Survey, to measure performance on key dimensions of care and service. The 2012 Public Report benchmark for member satisfaction with their health plan, derived by The Myers Group from the Quality Compass Report, was 66.1% compared to the US Family Health Plan’s 92.6% aggregate rating.

The US Family Health Plan has served military families as a TRICARE Prime option for more than 30 years, a testament to its viability throughout an ever-changing healthcare landscape. For more information, visit

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