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Solution Brief - COVID-19 National Member Experience Tracking Study

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TM Driving Impact at the Nexus of Health, Value, and Happiness SPHAnalytics.com Contact Us: info@SPHAnalytics.com | 866-460-5681 These are unprecedented times in the US and around the world. Health care systems are under stress and everyone has questions. The SPH Analytics COVID-19 National Tracking Study allows health plans to better understand their own members and what members across the country are experiencing to help inform outreach and planning efforts. Given the fast-moving changes during the pandemic, this tracking study is fielded and analyzed weekly. Key benefits of this ground-breaking study include: • Understand how to improve communication with members during the pandemic • Prepare for 2021 CAHPS Surveys by understanding member experience this year • Compare health plan performance against national benchmark • Assess members' readiness for and challenges with telehealth services • Empower a nimble response to a rapidly evolving environment Health Plan Insights: COVID-19 National Member Experience Tracking Study Multi-Wave Sampling Strategy SPH leverages an online panel to select healthcare consumers from around the country. This sample can be supplemented with a health plan's own members. The nationally representative sample remains current by refreshing weekly. Timely and Relevant Survey Topics The survey explores timely topics that impact a health plan's membership such as: 1. Members' experience with health plan and its communication during the pandemic 2. Access to care during the pandemic 3. Communication from their personal doctors related to COVID-19 4. Affordability concerns related to obtaining healthcare during the pandemic 5. Understanding of health plan benefits related to COVID-19 6. Experience with telehealth Interactive Analytics & National Benchmark Refreshed weekly, the SPH online dashboard provides unprecedented insight into the sentiment of consumers and health plan members about their experiences with the health care system during the pandemic. Utilizing a national benchmark, SPH provides insightful reporting with the ability to filter and customize the data views. Contact us to better understand your members' experience during the pandemic. ©2020 Symphony Performance Health, Inc. All Rights Reserved. 20.3.1

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