2020 has been an unusual year by any measure, and for the member experience and quality improvement space, it has been unusually challenging. Regulatory programs have changed continually throughout the year while patient experience measures have doubled in weight for the Medicare Star Ratings program. The pandemic has caused great uproar for our provider community as well, with decreased provider visits leading to increased gaps in care and an increased focus on telehealth. Q4 is typically a time to assess member experience and lay the groundwork for Q1 initiatives.
To address the very real challenges posed by this pandemic year, SPH experts will identify 4 focus areas for Q4 to help health plans set quality improvement objectives and plan for 2021.
• The Care Gap avalanche and what to do about it
• The importance of Health Risk Assessments in the absence of well visits
• Measuring patient experience with providers including access to and experience with telehealth
• Improving your service to your employer clients by measuring their employees’ experience with your plan
• Q & A Session