Capital District Physicians’ Health Plan, HealthPartners, Independent Health and SelectHealth have been honored by the marketing research firm J.D. Power as leaders in customer service, demonstrating how putting quality and patient needs first makes for good business and national recognition.
Each year, J.D. Power names 50 U.S. companies across nine industries “Customer Champions” for top consumer marks when it comes to five rating measures: people, product, presentation, process and price. J.D. Power includes five health insurance companies in its 2014 list of “Customer Champions.” Four are ACHP members. To make the list, ACHP plans not only excelled within their own industry, but also rose above companies in other sectors. The rankings are based on consumer feedback of more than 600 brands.
The write-up from J.D. Power in FORTUNE magazine peeks into the member-centered operations at Independent Health, which serves 375,000 members in western New York:
“The company has reformed the provider payment model for select primary care offices to ensure patients have access to integrated care teams – including nurse educators, behavioral therapists and pharmacists – that help engage them in their health and better coordinate their care.
‘These quality and preventive care efforts weren’t paid for in the old model,’ says Independent Health president and CEO Michael W. Cropp, M.D. ‘Now we provide the dollars to pay for them so we can keep people healthier and reduce costs downstream’”
-Patricia Smith, ACHP President and CEO