2010 HEDIS^® and CAHPS^® Results for Washington

HEDIS^®

Molina Healthcare of Washington utilizes the NCQA (National Committee Quality Assurance) Health Effectiveness and Data Information Set (HEDIS®) as a measurement tool to provide a fair and consistent assessment of specific aspects of performance and to provide a basis for improvements in care and service. The HEDIS 2010 report is based on the care members received through the end of 2009.

 Molina Healthcare of Washington 2010 HEDIS Rates

Molina Healthcare of Washington's HEDIS rates continues to reflect the quality care provided to our members. In our constant strive for improvement, we continue to show steady increases in many of our HEDIS results.  This includes but is not limited to the Childhood Immunization Combination 2 and Combination 3 rates, the Timeliness of Prenatal Care, and Breast Cancer Screening.

Diabetes care continues to be an important area of focus for our members.  Of the nine diabetes measures reported in 2010, seven saw improved rates compared to 2009’s results.  When comparing these same measures to 2008, eight of the nine showed improvement.  These help to illustrate our commitment to improving the quality of products and services to both our members and providers.

HEDIS 2010 compared to 2008 results

• Improved performance on 24 of 33 selected measures from 2008 to 2010 (72.73%)

HEDIS 2010 compared to 2009 results

• Improved performance on 20 of 33 selected measures from 2009 to 2010 (60.61%)

At Molina Healthcare of Washington, we realize opportunities for improvement always exists. We remain committed to working with providers and members, to improve the health of our members and increase the effectiveness of our healthcare systems. Among our current interventions:

• Car seat program for expectant mothers: As an encouragement for early prenatal visits during the first trimester (or shortly after joining Molina Healthcare), we provide an infant car or booster seat upon confirmation of qualifying prenatal visit.
• A digital thermometer is offered to new mothers having a confirmed post-partum visit.
• Immunization schedules and an immunization passport in our post-partum packet: An additional immunization reminder is mailed out to parents of our nine-month old members.
• Participation in the statewide Child Profile immunization registry to assist in the promotion of accurate immunization data.
• Annual birthday card reminders for Well-Child examinations are sent to the parents of our child and adolescent members. Upon completion of the exam, we offer (depending upon the child's age) a child’s ID kit, bike helmet or a gift card.
• All identified diabetic members receive age-specific Healthy Living with Diabetes educational materials and are supported by Molina Healthcare's Disease Management Program. Our RN Care Managers and Health Educators work closely with the more severe diabetics to identify the patient's medical needs and resolve concerns.
• Our asthma program, "Breathe with Ease", is aimed at assisting members with their understanding of asthma. These identified members are also supported by our Disease Management Program. Components of the program include general asthma education to all identified asthma members and identification of "high needs" members to provide a more intensive asthma program. Strong efforts are put forth by our RN Care Managers and Health Educators to coordinate with these members and their providers to recognize medical needs and alleviate problems.

Annual distribution of Preventive Care Guidelines in the member handbook and on the Molina Healthcare website.

CAHPS^®

Molina Healthcare of Washington Annually measures member satisfaction using the CAHPS® survey (Consumer Assessment of Health Plans Survey). This survey looks at key satisfaction drivers throughout the continuum of care, including health plan performance and the members' experiences in the physician office. Current results can be found by clicking on the link below:

Molina Healthcare of Washington 2010 CAHPS Survey

The CAPHS® survey gives us the opportunity to assess what our members value the most when it comes to a healthcare plan.  Areas of great value included the ease of getting needed prescription medicine, interactions with PCP and/or specialist, customer service, and appointment access and availability.  This feedback is invaluable to Molina Healthcare.   With it, we can focus intervention efforts where needed to ensure that we are meeting our member’s expectations.

Highlights of the CAHPS® results:  2010 showed an increased proportion of members receiving a flu shot due to intervention efforts during the past two flu seasons.  2010 satisfaction improvements noted from Medicaid members:

• Customer Service
  - Found needed information in written materials or on the internet
  - Received needed information from health plan's customer service
  - Treated with courtesy and respect
  
• Getting Care Quickly
  - Got urgent care as soon as needed
  - Got regular/routine appointment as soon as needed
  
• Getting Needed Care
  - Getting needed care, tests or treatment was easy
  
• Ease of getting needed prescription through health plan

Basic Health members noted increased satisfaction in the following areas: Getting Needed Care, Getting Care Quickly, How Well Doctors Communicate, the Ratings of the Specialist Seen Most Often and All Health Care, Shared Decision Making, and Coordination of Care.

Molina Healthcare values the care and education our practitioners provide to our members. Our Quality Improvement Program and initiatives represent a collaborative effort between the practitioner and Molina Healthcare to improve the overall health of our members. Together we can make a difference in the quality of care.

For more information on Molina Healthcare of Washington's Quality Improvement Program, please call our Health Education line at 1-800-423-9899 Ext. 141428. Updated guidelines on preventive health, Asthma, Diabetes, or Chlamydia may be found in our Clinical Practice Guidelines section under providers. For more information about HEDIS, please call Teresa Quesinberry at 1-800-423-9899 Ext. 141328.

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