10 I Compassionate Care, Community Impact 2024 marked the fifth year KFHC partnered with Press Ganey to conduct the Measurement Year (MY) 2023 CAHPS® Medicaid Adult Simulation Survey for the annual Member Satisfaction Survey. This survey is required by the NCQA to meet HEDIS® accreditation standards. Its goal is to capture accurate, member-reported experiences with health care and assess how well health plans are meeting member expectations. Overall, KFHC outperformed the regional average across all eight key measures of the 2024 survey. Notable strengths include: • 94 percent of members gave high marks for customer service. • Over 92 percent said their doctors communicate well. • Ratings for coordination of care and getting care quickly both exceeded 84 percent, showing strong improvements year over year. Improvements were also seen across multiple areas, including the rating of the health plan (71.6 percent) and getting needed care (84.3 percent). Opportunities remain to further close the gap between member experience and member expectations. Based on 2023 findings, four key strategies were introduced and implemented in 2024 to improve performance: • Expand member engagement to support care coordination • Enhance communication through multiple modalities • Increase timely messaging for rewards and preventive care • Improve customer relations management Looking ahead, KFHC will build on these efforts in 2025 by enhancing education on care coordination, developing digital content that empowers members to ask questions and strengthening provider communication training. Additional analysis of grievances and call data will support targeted strategies to improve the member experience with specialists. Listening to Our Members
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