The rating is based on a member survey conducted for the New York State Department of Health, which published the scores in the just-released 2011 Consumer’s Guide to Medicaid Managed Care in the Hudson Valley. Members of the seven Medicaid plans serving the Hudson Valley were asked to rate their satisfaction with their personal doctor or nurse; getting care when needed; and overall satisfaction with their plan. Hudson was the only plan to score the top rating of three stars in all three categories.
“Our members’ vote of confidence is a remarkable achievement for us,” notes Georganne Chapin, President & CEO of Hudson. “How many people do you know who love their health plan?”
Maybe other health plans don’t “feel the love” like Hudson because not many health plans can rival Hudson’s passionate commitment to its members and providers. Hudson began as a community-based non-profit health care organization and it maintains strong ties to community organizations, health centers, medical practices, and hospitals in the six Hudson Valley counties it serves: Dutchess, Orange, Rockland, Sullivan, Ulster, and Westchester. “We view ourselves as a partner that helps clinicians deliver the best possible care,” explains Ms. Chapin. “For instance, we continually send providers reports on which patients are overdue for vaccinations or examinations, or which ones could be at risk for medical complications. What’s more, we actively seek input from the practices as to how we can prepare reports that will deliver the most helpful information as clearly as possible. The extra support we give our providers is one of the reasons why our members enjoy a close relationship with their doctors and nurses.”
Hudson also partners with many of its more than 110,000 members to help manage their health. Special programs such as “Mommy & Me” make sure that mothers-to-be get the pre-natal care they need, as well as the well-baby care their infants need after they are born. Hudson calls members to encourage them to schedule mammograms, manage their diabetes, and get regular checkups. Individuals with complicated or serious medication issues receive help navigating the medical system.
In addition, Hudson makes it convenient for members to contact them. Hudson was the first plan to use its website to allow individuals to make appointments with the plan’s outreach representatives, or pay premiums for Child Health Plus insurance online. Visitors to the website can self-screen to see if they are eligible for public insurance, and if they are, they can start the application process immediately. The website is also available for viewing on mobile devices.
“Our high customer satisfaction scores reflect our commitment to our mission, which is to promote and provide access to excellent health services for all people,” concludes Ms. Chapin. “It’s rewarding to see that the hard work of our dedicated staff is so highly valued by our members.”
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Hudson Health Plan is a community-based not-for-profit health care organization that provides state-sponsored Medicaid Managed Care, Child Health Plus, and Family Health Plus insurance coverage to over 110,000 members in New York’s Hudson Valley. Hudson uses every government dollar it receives to fulfill its mission, which is “to promote and provide access to excellent health services for all people.” Hudson improves the health of its members and the communities in which they live through its innovations in care coordination, and by supporting over 5,000 local health providers. In both 2009 and 2010, Hudson achieved the highest quality incentive scores of any Medicaid plan in New York State, and in 2010, it received the highest overall performance rating of any Medicaid plan in the Hudson Valley. It also has earned the highest ratings in overall satisfaction among Medicaid Managed Care members in the Hudson Valley region every year since 2003.