Improving Services to Molina Healthcare of Missouri Members

Molina wants you and your family to receive the best care. We have a Quality Improvement (QI) Program to ensure you get quality care. Each year Molina 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 to find ways to improve.

The QI Program:

• Evaluates healthcare providers to be sure you have access to a qualified healthcare team.
• Investigates and takes action when you have an issue with the quality of care you have been provided.
• Promotes safety in health care through education for you and our providers.
• Publishes Preventive Health Guidelines to help you know what services you need and when.
• Evaluates the quality of your health care through HEDIS® (Healthcare Effectiveness Data and Information Set). These are performance measures that we monitor to tell us when you have received the type of care you need. They help us to look at how often you receive services such as flu shots, immunizations, eye tests, cholesterol tests, and prenatal care if you are pregnant. Check out our HEDIS^® Rates
• Surveys members’ satisfaction with care. One type of survey is called CAHPS^® (Consumer Assessment of Healthcare Providers and Systems). This survey tells us if you are happy with the care you receive and your healthcare provider. It also tells us how we can serve you better. For example, getting your appointment faster and having more providers available to take care of you.

 Here are some areas you’ve told us you’d like us to improve and what we’ve already done to better meet your needs.

• Customer service staff getting you the information you need
  We trained customer service staff again about Molina processes to better respond to your questions when you call us. We have also improved our communications to members and our member website to make it easier for you to get information about Molina and your health care needs.
  
• Help make it easier for you to see a specialist
  We have added additional healthcare providers including specialists to our provider network.
  
• Help ensure that providers ask which treatment choice is best for you
  We continue to help providers understand the needs of our members including the need to discuss treatment options with you.

To learn more or to request a copy of our QI plan, call Member Services at 1-800-875-0679.

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

*Printed copies of information posted on our website are available upon request.