Promoting Quality in NHP's Network of Providers

What We Do To Promote Quality

Annual Medical Record Reviews

Annually, NHP randomly selects PCPs and conducts Medical Record Reviews of their medical records to assess compliance with standards and criteria for medical record keeping.

Patient Satisfaction Surveys

NHP conducts Patient Satisfaction Surveys at practitioners' offices to learn about member satisfaction with urgent and routine care, and these surveys form a basis to offer financial incentives to practitioners in our Pay for Performance Program to promote and award practitioners' achievements in service to members.

Pay for Performance

NHP's Pay for Performance Program is focused on prevention, disease management and member satisfaction. It is designed to improve the care of members. Financial incentives for providers are used to recognize improvement as providers work towards performance goals. Participating providers are measured against National Committee for Quality Assurance (NCQA) and New England Regional quality standards, as well as NHP 'best achievable' practices. NHP staff share the Provider's performance during face-to-face meetings with staff at the practice site.

Support Community Health Centers

NHP has a long history of working closely with the Community Health Centers (CHCs) to support their efforts to maintain and improve quality. There are several significant programs that we are currently supporting:

• Urgent Care Grants - NHP is administering $6.6 million in grants to CHCs funded through CMS and EOHHS to reduce avoidable Emergency Room visits.
• Electronic Medical Records - EMRs are a significant way to improve quality through benefits such as identifying possible drug interactions and avoiding unnecessary repeat tests. NHP has provided funding to the Mass League of Community Health Centers (MLCHC) to support the migration to EMRs.
• Access and Redesign Collaborative - NHP is working with the MLCHC to help CHCs improve appointment availability and overall service to patients.