Improving Services For Molina Healthcare Members
Molina wants you and your family to get good health care. We have a Quality Improvement (QI) Program to measure how we do. Each year Molina Healthcare sets goals to improve our services. One goal is to help you take better care of you and your family. We measure this by sending you surveys to fill out.
Satisfaction Surveys
CAHPS stands for the Consumer Assessment of Healthcare Providers and Systems. This survey asks about your health care. It asks about the care you or your child gets from Molina Healthcare. This tells us if you are happy with your care and your doctor. It also tells us what we can do better. Some things we improved are:
- Adding drugs to our formulary; and
- Having more doctors to take care of you (we are working on this).
Thank you for taking the time to do these surveys. We act on the information you give us. We don’t know what needs to improve if you don’t fill out the survey and send it back. Check out our scores at Summary of HEDIS® and CAHPS Results.
Getting Good Care
We also measure the quality of care that you receive with HEDIS® (Healthcare Effectiveness Data and Information Set). The scores tell us if you and your family got your preventive health care. They also let us know if your doctor asked you to have screenings for certain conditions. Check out our scores at Summary of HEDIS® and CAHPS Results. Make sure you and your family get annual check-ups.
Molina Healthcare's QI Program has programs and information to help you stay healthy. Some examples are:
- Reminders about getting well-child exams and immunizations;
- Reminders about getting Pap and mammogram screenings;
- Molina called Members about health services that they may have missed. We used our team who made many phones calls to Members. The calls were to remind them of needed tests and screenings. We also mailed out many letters to Members. The letters were to remind them they should get these tests. Many Members do get the care they need. These rates have gotten better. We want more Members to get these important tests and screens.
- Asthma and diabetes education;
- We helped Members with asthma improve the quality of their lives. We taught them how to control their asthma and help them stay out of a hospital. The program served about 5000 Members as of December 31, 2008. We did a study that showed that many Members in Southeast New Mexico were only using rescue inhalers. We wrote a letter to all Primary Care Practitioners (PCP?s) in the state asking them to look at the medicines Members are using for their asthma. We asked PCP?s to stock asthma supplies in their offices. This is to help Members who were having an asthma attack get care at the office. Then they don?t have to go to the Emergency Room.
- We worked on helping Members with diabetes improve the quality of their lives. We taught them how to control their diabetes and help them stay out of a hospital or get worse from diabetes. The program had approximately 1500 Members as of December 31, 2008. We see that many Members with Diabetes don?t get the tests and care they need. We plan on trying to help diabetes care by teaching Members and doctors about the care they should get.
- Information and programs on how to be healthy when you are having a baby;
- Our motherhood matterssm Program reached out to a large number of pregnant Members. We helped them have a good experience with having a baby. We helped them get the best care while they were pregnant. We saw a lot of new moms that did not get care after the baby was born. We plan on trying to help new moms to keep this needed appointment after the baby is born.
- Information if you want to lose weight or quit smoking;
- Members who want to lose weight and get active can join www.sparkpeople.com. Pregnant mothers can also join www.babyfit.com for useful tips during pregnancy. Teens can learn about healthy eating and exercise at www.sparkteen.com.
- We work with the state on supporting the use of the Free and Clear hotline. We ask all Members to try and quit smoking. We help by paying for quit smoking medicine if your doctor says you need it.
- Every month Molina Healthcare checks the care your doctor gives you. If you did not get your exam on time, we will call you or send you a postcard to remind you. View the Preventive Health Guidelines.
- We send you health and safety hints and information in your newsletters - Health and Family and a special newsletter if you have diabetes or asthma. This is part of our Patient Safety Program.
- Molina Healthcare has a Nurse Advice Line at 1-888-275-8750 if you or your family feel sick after your doctor's office has closed. They can help you.
To learn more about our Quality Improvement plan, or to get a copy of our Quality Improvement Plan call Molina Healthcare's Health Improvement Hotline at
1-800-377-9594, extension 182618 or 1-505-342-4660, extension 182618
Paper copies of information posted on our website are available upon request.
HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA).
Such services are funded in part under contract with the State of New Mexico.