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Best Practices - Improving Provider Satisfaction in Rural Environment

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Summary: Partnership HealthPlan of California (PHC) has been strongly focused on network provider satisfaction with their plan for more than a decade. Because of this consistent attention and outreach (and backed with the plan's longstanding quality care initiatives, specialty access, and support staffing), providers have expressed high levels of satisfaction with the plan – each year more than the one previous. PHC's latest provider satisfaction survey, as administered and managed by SPH Analytics, has yielded a near perfect score for overall provider satisfaction with the plan (i.e. 99% in the plan's southern region and 100% in the northern), setting the stage for successful NCQA interim accreditation. Background: Partnership HealthPlan of California (PHC) is a 25-year old non-profit, single-plan model serving 545,000 members with 18,000 physicians and clinicians, in 286 total PCP sites, in 14 counties of largely rural northern California – from just north of the San Francisco Bay Area to the Oregon border, and then east to the Nevada state line. The plan provides healthcare to many of the state's lower income and vulnerable populations through Medi-Cal benefits (Medi-Cal is California's rebranded version of Medicaid). Twenty- six percent of the entire 14-county region's population are PHC members. Because of the rural setting and less affluent communities, member access to care is a recurring issue for the plan. The travel times to many of the plan's practitioners' sites can be burdensome. Even more so for the trips to PHC's tertiary sites for more specialized care – mostly in the metro San Francisco and Sacramento areas (the plan does provide transportation to both urban areas for its members who are unable to provide their own). A notable percentage of the plan's members also have medical and behavioral conditions that would be considered problematic – psycho-social issues that often correlate to dual diagnoses of behavioral health and substance use/abuse. Communication channels and touchpoints between PHC and its providers have remained high priorities throughout the plan's existence. PHC originally coordinated its own provider satisfaction surveys in-house until the plan itself expanded from six into fourteen counties in 2013, the year they enlisted SPH Analytics to take over survey management and administration. Improving Provider Satisfaction in a Rural Environment Pursuing NCQA Accreditation A Best Practices/Success Story Population Care ™

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