Performance matters
October 19, 2011
Please indulge me while I say one thing, loud and proud, about our Medicare 5-star ranking: only nine Medicare Advantage plans in the country earned 5 stars overall, and Group Health Cooperative’s Medicare Advantage plan is one of them!
As proud as I am of this—and of all our quality accomplishments this year—I also have to say that it’s not just about numbers, ranks, or stars.
Indeed, numbers are the currency of the land—the best way we have to demonstrate accountability and transparency regarding how we take care of people. But over the years our concept of quality has evolved beyond just scores and numbers.
It’s no coincidence that our quality measures surged over the same period that we embraced these ideas:
- Quality includes satisfaction. This includes how quickly members can get appointments, and how smoothly their phone calls are handled—the many administrative and clinical touch points that affect a patient’s overall experience.
- Quality includes communication. Studies show that if patients don’t have good rapport with their care team, they’re less motivated to follow a treatment plan.
- Quality includes access. This is a huge national problem on many levels. The number of Americans without health insurance rose to an all-time high of 50.7 million last year, according to data released in September by the Census Bureau. We must keep working to reduce cost as a barrier to quality care for more people.
Quality is our shorthand for a comprehensive, patient-centered, professional experience that we’ll keep working to get better and better at. We’re still working on tools to enhance our performance on both the 5-star measures and in our chronic condition outreach efforts.
We know that when we do outreach to chronically ill patients we’re able to proactively affect their quality of care and quality of life. Quality is built in to how we work here, and paying attention to performance matters, especially if you want to keep it up.
This medical group has continued to do fantastic work and I am deeply appreciative of that.
2011 Quality Roundup
- Medicare 5-star rating for Group Health Cooperative’s Medicare Advantage HMO Plans
- Medicare 3.5-star rating for Group Health Options Medicare Advantage PPO Plans
- J.D. Power and Associates ranked Group Health "Highest in Member Satisfaction among Commercial Health Plans in the Northwest Region, Two Years in a Row."
- Most top ratings on quality care measures in the Puget Sound Health Alliance (PSHA) Community Checkup which reviews 80 medical groups and more than 300 clinics in Western Washington.
NCQA Rankings
(National Committee for Quality Assurance)
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* NCQA’s Health Insurance Plan Rankings 2010-12 – Private
**NCQA’s Health Insurance Plan Rankings 2010-12 – Medicare
**U.S. News & World Report/NCQA America’s Best Health Insurance Plans 2005-09.
“America’s Best Health Insurance Plans” is a trademark of U.S. News & World Report
President and Chief Medical Executive
- 2011
- | 2010
The last three years have passed quickly, largely because I’ve had such an amazing group of people to work with. What you’re capable of no longer surprises me. It inspires me.
Our people are our culture, and we’re constantly evolving 8/17/2011
One thing I’ve noticed since my last Q&A on Group Health culture with Scott Armstrong is that conversations like ours are spreading.
More than elbow room 7/6/2011
Growth is a good problem to have in turbulent economic times. But as I’ve heard in medical staff business meetings and conversations, growth is hard on daily life at work.
Erikson and Soman on partnership and growth 6/15/2011
Sustaining growth isn’t about Michael and I being leaders; it’s about teams of seasoned, excellent colleagues and leaders and clinical teams. We both have tremendous confidence in them.
The good, the bad and everything in between 5/11/2011
I went all over the state in March, talking with small groups of GHP physicians and other clinicians about critical issues.
Why are we here? 3/23/2011
Easily eight out of ten of you mention that our philosophy of medicine—the way we practice—drew you here. And paired with the people and relationships in your workplaces, it’s a major thing that keeps you here.
Culture at Group Health: 7 questions for Scott & Michael 3/9/2011
Scott and I kicked off some fresh thinking about culture and respect for people at our Leadership Conference about five weeks ago. Recently, we sat down to check in with each other about it.
Put some passion in your workplace 2/17/2011
What satisfies you, motivates you, or makes you want to tell your friends and family about your day? Do you know how your co-workers would answer these questions? Talk to each other to learn from each other.
Sometimes growth don't feel like it should 1/28/2011
We know that taking on new patients—and engaging them in their own good health—takes time. But it’s what’s unique and important about our kind of medicine.
About 350 leaders from the Group Practice and throughout Group Health gathered for the Group Practice Annual Fall Forum on November 12.
Demystifying clinical integration
11/3/2010
Clinical integration is the key, so let’s define what that phrase means.
Step back and take it all in. You’re making great things happen. 10/21/2010
In the last issue of Open Mike we had just learned that we had won the 2010 Acclaim Award from the American Medical Group Association.
Group Health sees a big jump in NCQA private plan rankings 9/22/2010
Group Health is one of the highest rated health plans and among the top 50 in the nation, according to the National Committee for Quality Assurance (NCQA).
Innovation is where we shine 9/8/2010
I am very excited to share that the American Medical Group Association (AMGA) has honored our work with its 2010 Acclaim Award.
Notes from the Colorado Health Symposium 8/11/2010
During the last week of July I traveled to the Colorado Health Foundation’s annual symposium in Keystone, CO.
Measuring up 7/28/2010
Quality. Ask a hundred people to define it, and you’ll get a hundred answers.
The risk and opportunity of Accountable Care Organizations
6/30/2010
Shared values, physician-led care models, and aligned incentives can bridge the distance between organizations in the world of accountable care.
Let’s start a conversation about our workplace 4/4/2010
People are our most important resource, our “secret sauce.”
Decreasing “unwarranted” variation in clinical care 3/24/2010
As you read this, we are in the midst of unprecedented reform to our national health care system.
Making the transition from “I” to “we”
2/10/2010
Last night the Group Health Permanente Annual Meeting left me feeling inspired and confident.
Looking ahead to 2010 1/13/2010
First, for 2010, our goal is as follows: We will lead the top delivery system in the state.
