Improving Services to 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 yourself and your family. We measure our progress by sending you surveys to fill out. Thank you for taking the time to do these surveys. We act on the information you give us. We do not know what needs to improve if you do not fill out the survey and send it back. To ask questions, or ask for a copy of the QI Program, call 1-866-472-4585.

CAHPS Satisfaction Survey

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. It is important for us to know how you think we are doing. If you think we need to get better with something or you think we are doing great with something, we want to know. You can do this by filling out the survey and sending it back. In 2009, some things we improved were:

• Adding more medicines to our list of medicines; and
• Having more doctors to take care of you in more areas.

2010 CAHPS Results

Molina Healthcare of Florida's rating of a health plan is under the National 10^th percentile in some areas. Member perception affects the overall rating of a health plan.

In order to increase our overall rating of a health plan and satisfaction, Molina Healthcare of Florida needs to focus on member perceptions around customer service, getting needed care, getting care quickly, how well doctors communicate, shared decision making, coordination of care and health promotion and education.

Opportunities:

• Deficiencies in Customer Service soft skills.
• Improvements needed on Customer Service Representative Benefit knowledge and reference material.
• Lack of health plan member tools to assist in communicating with providers.
• Lack of identifying service area gaps as it relates to member access and availability needs.

Our Goals for 2011 are:

• Increase Overall Rating of Health Plan to 25^th percentile
• Increase Rating of Health Care to 50^th percentile
• Increase Customer Service to 25^th percentile
• Increase Getting Needed Care to 25^th percentile

HEDIS

HEDIS helps us improve care, too. HEDIS stands for Healthcare Effectiveness Data and Information Set. These scores tell us how many of our members get needed services. There are scores for shots, well child exams, pap and mammogram screenings, diabetes care, and prenatal and after delivery care. These scores help you compare one health plan to another plan.

Some of the ways we help you get care include:

• Sending reminders about getting well child exams and immunizations
• Asthma and Diabetes education
• Education on getting prenatal care and after delivery exams
• Better processing of member grievances
• Help you find the Molina Healthcare website
• Telling you about special services we have for members

To learn more or to ask questions, call Member Services at 1-866-472-4585.

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

• 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.
• Patient Safety Program - Molina Healthcare wants you and your family to be safe and healthy.
• To learn more or to request a copy of our QI Program, call your Molina Healthcare Member Services Team at 1-866-472-4585.
• Don't forget to call our Nurse Advice Line at 1-888-275-8750 if you or your family feel sick after your provider's office has closed. They can help you.

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