The Quality of Care You Receive is Important to us

Molina wants you and your family to receive the best care possible. 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 yourself and your family. We measure how well we are providing care by sending you surveys to fill out. We look at what you say and how we can improve.

The Quality Improvement Program:

• Reviews doctors to be sure you have access to a qualified health care team.
• Looks at and takes action when you have an issue with the quality of care you have received.
• Promotes safety in health care through education for you and our doctors.
• Publishes Preventive Health Guidelines to help you know what services you need and when.
• Surveys how happy members are with care. One type of survey is called CAHPS (Consumer Assessment of Healthcare Providers and Systems). This tells us if you are happy with your care and your doctor. It also tells us what we can make better for you. In 2012, we surveyed the parents of children enrolled in the health plan. They told us:
    

  Where We Improved in CAHPS 2012	Where We Need to Improve
  The doctor talked with the parent about how their child is feeling/growing/behaving.	Making it easier to get regular appointments as soon as needed.
  The doctor asked which treatment choice was best for their child.	Making it easier to see a specialist.
  The doctor showed respect for what they had to say.	Customer Support Center staff give information and help as needed.
  Health plan forms were easy to fill out.	Pharmacy related issues resolved in a timely manner.

• Evaluates the quality of your healthcare through HEDIS® (Healthcare Effectiveness Data and Information Set). These scores tell us when you receive the type of care you need. The scores look at how often you receive care such as flu shots, immunizations (shots), eye tests, cholesterol tests, and pre-natal care if you are pregnant. Here are some areas we improved and other areas to improve:
   

  What Improved in HEDIS 2012	What Needs to Improve
  All Counties	All Counties
  Childhood immunization (shots)	Timeliness of postpartum care
  Timeliness of prenatal care	Medications for asthma
  Adolescent Well Care Visits	Avoidance of Antibiotic Treatment for Adults with Acute Bronchitis
  Well Child Visits Ages 3-6	Chlamydia Screening in Women
  HbA1c Testing for Diabetics	Cervical Cancer Screening
  LDL-C < 100mg/dL for Diabetics
  Dilated retinal exams (eye exams) for Diabetics

Check out our scores and annual HEDIS rates. Please visit the Molina website at http://www.molinahealthcare.com

Molina Healthcare's QI Program has programs and information to help you stay healthy. These are:

• High blood pressure, asthma, and diabetes programs and studies.
• Information and programs on how to be healthy when you are having a baby, if you want to lose weight or quit smoking.
• Preventive Health Guidelines that tell you how often you and your family should see the doctor and what kind of tests, exams or shots you need at certain ages. Your child's shots are very important and more children get their shots on time every year.
• Molina checks the care your doctor gives you. If you did not get your exam on time, your doctor's office may call you or send you a postcard to remind you.
• Patient Safety Program - Molina Healthcare wants you and your family to be safe and healthy.

Some of the things we do are:

Send you hints and information in newsletters - Health and Family, the Teen newsletter and special newsletters if you have diabetes, cardiovascular disease, COPD, or asthma.

Send you "Ask Me Three! " that tells you what to ask when you see your doctor.

Check that your doctor's office is safe.

Look at reports that check safety in hospitals, skilled nursing and surgery centers. These websites are open to the public:

• Leapfrog Group
• Calhospital.org
• The Joint Commission National Patient Safety Goal Ratings

To learn more or to request a copy of our QI Program, call your Molina Healthcare Customer Support Center at 888-665-4621, Monday through Friday, 7:00 a.m. to 7:00 p.m. To talk to our Health Education Department call 1-800-526-8196, extension 127532 .

If you are deaf or hard of hearing, you may contact us through our dedicated TTY line toll free at 1-800-479-3310 or by dialing 711 for the California Relay Service.

HEDIS^® is a registered trademark of the National Committee for Quality Assurance (NCQA).