Last modified: May 6, 2021
2020 Quality Improvement Program overview
UnitedHealthcare maintains a Quality Improvement (QI) program to improve our members’ and providers’ health care experience. The following are the most important activities in our QI 2020 program for UnitedHealthcare commercial plans.
Monitoring and improving clinical performance and service measures
We monitored all aspects of quality, including but not limited to HEDIS®, CAHPS® measures and Centers for Medicare & Medicaid Services (CMS) Star Ratings. We compiled the results for key clinical performance measures and the percentage of plans by rating.
Measuring member experience
We annually measure member experience using the CAHPS® survey tool. The most recent member satisfaction results showed improvements in:
For Marketplace, we measure member experience using the Key Member Indicator (KMI) Survey and QHP Enrollee Survey. The most recent surveys showed improvements in:
Measuring provider experience
We conducted a physician and practice manager satisfaction survey. Results from the most recent survey showed improvements in:
Efforts are underway to improve performance related to:
Please connect with your Provider Advocate.