How Geisinger Closed the Gap Between Quality & Member Experience

By Welltok Marketing

There’s a lot of talk about the intersection of quality and member experience, but not always a lot of action. Our client Geisinger Health Plan is taking action and sharing best practices about how their quality team has fully embraced this reality and is using quality measures to drive an organization-wide approach to improving the member experience.   

Here are four things you should know from a recent webinar on this topic with Yvonne Krashkevich, Director of Quality & Accreditation at Geisinger Health Plan.   

1. Integrating quality and member experience efforts is good for members
Many organizations tend to look at this work separately, but in practice there’s almost an entire overlap between these areas. Geisinger has evolved its approach to consider both quality and member experience factors when planning its initiatives. By doing this, the plan is not only serving members better, but also driving increased engagement, better outcomes and lower organizational costs.

2. Plans can push the limits of standard quality surveys
Surveys, like the Medicare HOS survey, are required and essential, but they provide a limited view of a population at a specific point in time. By adding an IDV (interactive digital voice) HOS simulation survey, Welltok helped Geisinger capture more frequent and meaningful insights about gaps in care from a larger portion of its Medicare population than if they only relied on the every-other-year HOS findings.

Consider this:  Welltok made IDV calls targeting Geisinger’s entire Medicare population (91,000 members at the time), achieving a 60% authentication rate. The quality of the data from this survey was more valuable to Geisinger than standard industry quality scores. This is because instead of getting blinded data from HOS, they received deep insights from Welltok helping them understand who exactly had what types of concerns so they could develop an effective response plan targeting the individual member’s needs. [Read the full case study here]

3. Make the time to put data to work
Finding the time to act on survey results can be hard, but it’s worth it. The first year Geisinger ran a simulation survey, they didn’t react to the findings. The second year they built an action plan with many other areas of their organization. And now, in their third year, they’ll be able to compare results and actually see what’s working, and what might not be, with specific members.

4. Quality departments can’t do their work alone
Even though quality departments own the work, they can’t do it alone. Really moving the needle requires understanding within all departments in an organization about their role and impact in the areas of quality. Creating joint action plans to respond to survey findings – like what Geisinger did to educate providers about sharing bladder control information with their patients – can not only return higher quality scores down the road, but more importantly also meet patient needs and expectations.

Similar to Geisinger, Welltok can help you gather deep insights about your population, as well as drive targeted campaigns (IDV, email and more) to close gaps in care and improve quality scores. Don’t wait for your next round of scores to arrive, schedule a meeting and talk to our experts now