Patient Experience

3 Steps One Medicaid MCO Took to Boost Its Patient Experience Score

October 25, 2023 - Ease and efficiency in access to care contribute to the patient experience measurement in the National Committee on Quality Assurance’s (NCQA) Health Plan Report Card for Medicaid managed care organizations. For one payer, excelling on these two measures helped lift them from 3.5 stars to the highest rating in Kentucky. Aetna Better Health...


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Medicaid Expansion Improved Palliative Care Access for Cancer Patients

by Kelsey Waddill

Medicaid beneficiaries with late-stage cancer might have greater access to palliative care in states that have adopted Medicaid expansion, a study published in Health Affairs found. The researchers...

Plan Value, Expected Care Use Drove ACA Consumers into Uninsurance More than Cost

by Kelsey Waddill

Among Californians enrolled in the Affordable Care Act marketplace, perceptions about plan value and expectations about how often they would need healthcare services were more likely to motivate them...

Offering Easy Access to Care Is Key to Positive Member Experience, Retention

by Kelsey Waddill

Member experience is key to member retention and, in order to boost member experience, payers must consider whether they are offering easy access to care and straightforward care navigation, according...

Uninsured, Publicly Insured Report Unfair Treatment in Patient Experience

by Kelsey Waddill

Coverage type may be a factor in unfair treatment in the patient experience among the uninsured and those with public insurance coverage, according to an Urban Institute study. “Unfair treatment...

NCQA Shares Health Plan Performance Ratings Ahead of Open Enrollment

by Victoria Bailey

The National Committee for Quality Assurance (NCQA) has released its 2022 Health Plan Ratings, revealing that most plans earned three stars or higher for overall health plan performance. Each year,...

40% of Americans Blame Deductibles for High Out-of-Pocket Healthcare Costs

by Kelsey Waddill

Member experience in the US healthcare system is fraught with challenges, but there are steps that policymakers can take to reduce out-of-pocket healthcare costs and make navigation more amenable,...

States See Patient Experience Shifts in the First Year After Medicaid Expansion

by Kelsey Waddill

Medicaid expansion can alter the characteristics of states’ Medicaid populations, which is a factor that policymakers need to consider when formulating standards for quality of care and patient...

UHG Initiative for Children with Special Needs Boosts Net Promoter Score

by Kelsey Waddill

Tailored care and streamlining payment and insurance functions can help improve families’ experiences with special needs care for children with special needs, according to UnitedHealth...

UHC Adds Health System to CO Doctor Plan to Boost Patient Care Access

by Sarai Rodriguez

HealthONE, the most extensive Denver-based healthcare system, announced it would be joining the UnitedHealthcare Doctors Plan of Colorado, expanding its network size to enhance patient care access. By...

Affordable Care Act Impacted Patient Experience, Not Utilization, Cost

by Kelsey Waddill

The implementation of the Affordable Care Act coincided with some improvements in patient experience and access to care for low-income enrollees, but did not significantly impact their care utilization...

UnitedHealthcare Launches Health Plan to Improve Customer Support

by Victoria Bailey

UnitedHealthcare has launched a new employer-sponsored health plan for Arizona residents that seeks to prioritize customer support experiences and lower member premiums. The Doctors Plan of Arizona is...

KLAS Identifies Top Vendor for Core Administration Platforms

by Kelsey Waddill

Core administration platforms are essential to a payer’s functions and KLAS has identified one platform that pulls ahead of most of its competitors on most metrics, according to a KLAS report...

Members Find Private Payer Mental Healthcare Networks Inadequate

by Kelsey Waddill

Private health plan members have found that payers’ mental healthcare networks are less adequate than their medical health networks, a study published in the JAMA Network Open revealed. There...

3 Strategies for Sustaining Payer Innovation Momentum Post-COVID

by Kelsey Waddill

The coronavirus pandemic set off a whirlwind of payer innovation, largely out of necessity. In the health insurance world specifically, payers continued to advance new products during the pandemic....