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Quality Management & Improvement Efforts

Quality improvement strategy

We are working hard to improve the service, quality and safety of health care. One way we do this is by measuring how well we and others are doing.

We work with groups of doctors and other health professionals to make health care better.

Our clinical activities and programs are based on proven guidelines.

We also give you and your doctors information and tools that may help you make decisions.

Program goals

We aim to:

  • Meet the members’ health care needs
  • Measure, monitor and improve clinical care and quality of service
  • Institute company-wide initiatives to improve the safety of our members and communities
  • Make sure we obey all the rules, whether they come from plan sponsors, federal and state regulators, or accrediting groups

Program scope

We work to make your health care better by:

  • Developing policies and procedures that reflect current standards of clinical practice
  • Reviewing preventive and behavioral health services, and how care is coordinated
  • Addressing racial and ethnic disparities in health care that could negatively impact quality health care
  • Monitoring the effectiveness of our programs
  • Studying the accessibility and availability of our network providers
  • Monitoring the overuse and underuse of services for our Medicare members
  • Performing credentialing and recredentialing activities
  • Assessing member and provider satisfaction

Program outcomes

Each year we check to see how close we are to meeting our goals. Here's what we did in the past year:

  • We collected data on a set of clinical measures called the Healthcare Effectiveness Data and Information Set (HEDIS®[1]), as applicable. We shared the results with the National Committee for Quality Assurance (NCQA) Quality Compass®[2]. NCQA makes the results public.  Each year, we use the results to set new goals and improve selected measures.
  • We continued to measure member satisfaction and delivered member initiatives including the redesigning of the member website to enhance the user experience and through the online provider directory members can locate in-network providers.
  • Through the Disease Management Program, we continued to provide valuable member centric information to assist in education, support and behavior change to impact management of conditions.
  • We collaborated with medical and behavioral health to monitor and improve continuity and coordination of care.
  • We developed a Population Health Management clinical model that provides structure and resources to support members’ needs.
  • We improved our patient safety program to help our members make informed health choices.
  • Continued to help our members with their mental health needs.

Accreditation

We take our accreditation by the NCQA seriously. It's how we show our commitment to improving your quality of care, access to care and member satisfaction.

Get more information about our NCQA accreditation at http://www.ncqa.org.

1HEDIS is a registered trademark of the National Committee for Quality Assurance (NCQA).

2Quality Compass is a registered trademark of NCQA.

This material is for information only. Health benefits and health insurance plans contain exclusions and limitations. Providers are independent contractors and are not agents of Innovation Health or Aetna. Provider participation may change without notice. Innovation Health and Aetna do not provide care or guarantee access to health services. While only your doctor can diagnose, prescribe or give medical advice, the Informed Health Line nurses can provide information on more than 5,000 health topics. Contact your doctor first with any questions or concerns regarding your health care needs. Information is believed to be accurate as of the production date; however, it is subject to change.

Together, better health

Inova and Aetna have partnered to transform the patient health care journey. Through integrated, coordinated team communication and innovative programs, our plans are personalized to fit your needs, at any stage. Discover how we help members achieve their health ambitions, right in their community.

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Health benefits and health insurance plans are offered and/or underwritten by Innovation Health Insurance Company and Innovation Health Plan, Inc. Innovation Health Insurance Company and Innovation Health Plan, Inc. are affiliates of Inova and of Aetna Life Insurance Company and its affiliates (Aetna). Aetna provides certain management services to Innovation Health. Each insurer has sole financial responsibility for its own products.

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Notice: Beginning 7/23/19 the Innovation Health member portal has changed to the new Aetna Health portal.  This system transition will not affect any member or plan information and can still be accessed through the member portal "Log In" button on innovationhealth.com.  This system transition is part of our ongoing goal to better serve our members and improve their experience.

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