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NCQA: Appropriate Use of Antibiotics by Providers 'Declining'

Doug Desjardins, October 25, 2013

Another factor in improving patient satisfaction among Medicaid enrollees is how physicians and practices communicate with patients and keep them informed, whether it's an email or telephone call reminding them of an upcoming appointment or a call about test results.

Mark LePage, MD, is CEO of Security Health Plan, which was the 10th-ranked Medicaid plan in the U.S. in 2012. He said one way Medicaid plans can improve patient satisfaction is to implement plans designed to keep them in the loop.

"One thing we do is, with every touch point we have with a patient, we reconfirm their contact information to make sure we have their current phone number and email address," said LePage. "It's not the most glamorous plan, but it helps ensure that you can always get in touch with your patients."

LePage also said that setting goals for physicians and attaching incentive payments for reaching them is an important factor. "It helps to incentivize providers through a pay-for-performance program," said LePage. "Each year, we establish a new set of goals that providers must reach to qualify for incentive payments and it seems to be working very well."

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