Patient Experience
At HPSM, we care deeply for our members and their health care experience. We strive to ensure all members feel informed, supported, and integrated. We ensure this happens by creating checks and balances for our programs, performing member feedback surveys and by working with community stakeholders for outside perspectives.
Use the information on this page to understand how HPSM defines patient experience terms, our member experience framework, and learn more about the tools we’re using to gauge how well we are doing in meeting our members’ needs.
Definitions
Before we dive into this work, it’s important to make sure we’re operating from the same place of understanding. Here is how HPSM defines some of these terms:
- Member Experience: Member’s perceptions and related feelings caused by the cumulative interactions with HPSM’s employees, systems, channels, and services.
- Community Engagement: Collaboration of the health plan and the larger communities (local, regional/state, national, global) for the mutually beneficial exchange of knowledge and resources.
- Member’s Perspective: The way a member views HPSM. We use this perspective to gain insight into how they understand and interpret HPSM’s systems and services.
Member Experience Framework
HPSM’s Member Experience Framework includes three key components. HPSM strives to ensure all members are:
Informed
Members feel informed in their relationship with the organization and the provider network.
Informing HPSM members is imperative in creating a strong framework for building trust and willingness to engage. HPSM works to ensure that members are:
- Making informed decisions about their health.
- Know the pathway to information if there are questions or concerns.
Methods and programs currently in place to inform members:
- HPSM website
- Member education materials
- Community partnerships
- Benefits information materials
- Language access
- Social media
Supported
Members feel supported in their relationship with the organization and the provider network within many different units and methods. Support focuses on a member's health and wellbeing within their body, their family, the community.
Methods and programs currently in place to support members:
- Call centers
- Nurse Advice Line
- Interpreter services
- Community engagement and partnerships
- Consumer Advisory Committee
Integrated
Members feel heard and integrated in their relationship with the organization and the provider network.
Integrating members into HPSM’s decision making helps to assure services align with the members perspective and capabilities. Integration can be described as a member or member group coming together with the health plan to share information, thoughts, and experiences through a mutually beneficial partnership.
Methods and programs to integrate members:
- Community partnerships
- Committee participation
- Surveys
- Call center reporting