Member Experience and Satisfaction safeguarding our members' health and well-being. Key projects that demonstrated our commitment to members included: aDeveloping a Medicare Dual-Eligible Special Needs Plan, which we’re preparing to launch in 2026. aHelping many homeless individuals secure permanent housing and funded mobile clinics dedicated to street medicine services. An estimated 400 mobile health clinics will be strategically positioned throughout Kern County. aExpanding the Enhanced Care Management (ECM) program by adding 31 new programs across Kern County. The ECM program also introduced three new Populations of Focus. aContinual expansion of the Transitional Care Program to reduce preventable hospital readmissions. aEstablished doula services as a new preventive benefit on Jan. 1, 2023. aAdded six community supports services, increasing the total to 14. This included coordinating resources to address social determinants of health with 12 of the 14 DHCS-approved services available through a network of community-based organizations. aExpanding services to include Ridgecrest in Eastern Kern County. Patient 2023 KHS 2023 SPH BoB Performance Experience Summary Rate (%) Region (%)* Indicator Rating of Health Plan 72.0% 60.7% GJ Rating of Health Care 61.5% 53.5% GJ Rating of Personal Doctor 71.6% 65.1% GJ Getting Needed Care 84.5% 78.4% GJ Getting Care Quickly 80.7% 75.4% GJ Customer Service 91.6% 88.2% GJ Coordination of Care 82.7% 83.6% FK How Well Doctors Communicate 92.5% 91.1% GJ *SPH Analytics/Press Ganey Book of Business benchmark of regional health care plans which is heavily weighted by California health plans. 5
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