Receiving feedback from members who have used our services is a crucial part of MHN's Quality Improvement Program. MHN uses a standardized industry survey tool (with custom questions added) as the primary way to receive this feedback. The results are analyzed, areas of concern are identified, and action plans for improvement are implemented.
Annual Member Satisfaction Survey
MHN uses the CAHPS ECHO (Consumer Assessment of Healthcare Providers and Systems Experience of Care and Health Outcomes) survey with additional questions that cover appointment and interpreter access, as applicable. Results include Commercial & Marketplace satisfaction in CA and OR, Medicare satisfaction in CA and OR and Medi-Cal satisfaction.
Member Complaints may be filed by contacting a Member Service Representative at the customized toll-free number on the member ID card. Complaints are taken very seriously, and all are investigated by MHN. Investigation includes discussing the complaint with the member and with the practitioner. The outcome of complaint investigation varies, depending on the nature of the complaint. Our standard is that complaints be resolved within 30 days. Data acquired through the tracking of member complaints is used for ongoing quality improvement at MHN.