Member satisfaction remains a top priority for Health Partners Plans (HPP).We have seen an increase in the overall average scores within our QCP program due to your efforts to address member satisfaction. However, we acknowledge that there is still room for improvement. HPP remains dedicated to working collaboratively to support our provider network in this area.

In 2023, HPP will make changes to both the post-visit survey tool, administered by SPH Analytics, and to how the survey results are used to impact provider performance and payment in our QCP Program. These changes will allow us to continue to reward high performing providers as well as partner with providers to discuss innovative ways to improve member perception.

CHANGES TO THE SURVEY

Nearly one third of HPP’s total Medicare Star Rating is based on the CAHPS survey results, a comprehensive assessment of our member’s perception of both HPP as their health plan and you, their providers. To align more closely with CAHPS questions and to focus on the areas in need of improvement, HPP has modified the survey questions for calendar year 2023 with three goals in mind:

1. Mirror the CAHPS language whenever possible.
2. Focus on areas in need of improvement.
3. Collect feedback from members that provides more actionable takeaways for providers.

The updated survey tool is still limited to 10 questions and is attached for your reference.

Please see below for the methodology and survey sample details.

• The measurement period will run from January 1 through December 31, 2023, and will be based on visit date rather than survey date.
• Surveys will be captured both digitally (e.g., text message link for members who have opted in) and via outbound telephonic outreaches. HPP also plans to pilot email surveys in 2023.
• The survey sample will include eligible members who had recent office visits and are attributed to sites with 300 or more combined Medicaid and Medicare members.
• Only visits with a PCP within the members’ attributed site will be included in the survey sample.
• Members will only be included in the sample on a bi-annual basis (January – June and July – December).
• Members will receive three attempts for each survey completion unless they have refused.
• The total number of surveys per site per month will be capped based on total site membership.

Providers will continue to receive bi-monthly report cards, available at the TIN, site and individual provider levels. These report cards will continue to be posted on HPP’s provider portal, HP Connect. Blinded member level open-ended responses and feedback will continue to be made available when requested on a bi-monthly basis.

QCP Program changes

Providers will no longer be measured based on a tiered model in QCP in which they can earn an incentive, face no impact or receive a reduced payout on their entire QCP payout. Instead, HPP will include two member satisfaction measures for both Medicare and Medicaid.

These measures will be structured similarly to the existing quality measures, in which providers can earn an incentive for achieving high performance but will not face a reduced payment for poor performance. The minimum denominator for both member satisfaction measures will be 20 members.

The following benchmarks and per-member per-month (PMPM) payments will be used for the member satisfaction measures. These benchmarks were set based on HPP providers’ historical performance on like measures. Scores will be based on the combination of Very Good and Excellent member responses and will be derived from a modification of top-box scoring.

* This question will not be measured for all visits conducted via telehealth since oftentimes members only interact with their provider during telehealth visits.

* This question will not be measured for all visits conducted via telehealth since oftentimes members only interact with their provider during telehealth visits.

Results for the revised survey and new measures will be recalculated beginning with the May 2024 payment (based on January 2023 – December 2023 measurement period). The April 2023 recalculation (payments beginning in May 2023) will be based on the original survey and tiered model, as outlined in the 2022 QCP Manual.

SUPPORT
HPP will continue to offer support related to member satisfaction through webinars and sharing best practices. Additionally, HPP has decided to continue our 2022 practice coaching series with PCDC and plan to offer one-to-one practice coaching to additional sites in 2023. More details will be shared if your practice has been identified as having improvement opportunities.

As always, your provider relations representative will continue to ensure your office understands the changes outlined in this letter and address any questions you may have. Please let your provider relations representative know if you would like to request a copy of the 2022 post-visit survey for comparison purposes.

Thank you for your continued support to help improve the health outcomes of our members. We welcome your thoughts on how we can better partner to achieve these goals.

2023 POST-VISIT PROVIDER SURVEY