HOW DOES MERIDIAN IMPROVE MEMBER CARE EXPERIENCES? WE ASK QUESTIONS.

Fluvention®

Meridian’s Fluvention campaign promotes vaccination as the key to flu prevention. Meridian deploys various forms of outreach, including text messages, email, telephonic outreach, hold messaging, direct mail, and social media, to provide flu education and encourage vaccination. The Fluvention campaign will launch in September for Medicare members and in October for all other lines of business. Members who had a flu shot will also receive a “thank you” text or email to remind them they received a flu vaccine in preparation of the CAHPS survey. The flu “thank you” campaign will run from January through March 2023.

Member Focus Groups

Meetings with members, providers, and stakeholders to gather feedback on improving satisfaction, health outcomes, and member input on current processes. Quarterly meetings are conducted for Ambetter, Medicaid, Medicare-Medicaid Plan (MMP), and YouthCare lines of business.

Member and Provider Satisfaction Committee

Meridian conducts a monthly internal workgroup for member and provider-facing departments to discuss improvement strategies for member satisfaction survey results and collaborative ways for the departments to work together to improve the member experience.

Mock CAHPS Surveys

Meridian conducts an off-cycle member experience survey, or mock CAHPS survey, for all Meridian lines of business to gain additional insight on member satisfaction and further analyze results based on member demographics and primary care providers. Provider scorecards with survey results are shared with network providers to highlight best practices and identified areas of opportunity for improvement. Mock CAHPS fielding concluded in August, and results are expected later this year.

Survey Reminders

Meridian deploys messaging to members ahead of the CAHPS survey launch to remind them to take the CAHPS survey if they are selected. Members may receive postcards, emails, newsletters, or survey reminders. Members are reminded that the CAHPS survey allows them to tell Meridian what they think of the health plan so Meridian can take steps to better meet member needs.

Behavioral Health Experience of Care and Health Outcomes (BH ECHO®)

The BH ECHO survey is used to obtain feedback from members regarding their satisfaction with behavioral health (BH) care services. The BH ECHO is conducted for Ambetter, Medicaid (HCI), and YouthCare lines of business. Fielding began in August, with results expected in November.

Health Outcomes Survey

The Health Outcomes Survey assesses Medicare members’ physical and mental health status over time and measures the effectiveness of care. Fielding of baseline and follow-up surveys began in July and continues through November. Results are due to the National Committee for Quality Assurance in November.

Home and Community Based Services (HCBS) CAHPS

The HCBS CAHPS report obtains feedback from Medicaid members receiving Long Term Supports and Services (LTSS) to measure how well members’ needs and expectations are being met. The HCBS CAHPS survey is conducted for Medicaid LTSS members. Fielding is expected to begin later this year.