Another group or vendor provides the info on the next page. If you don’t want to leave our site, choose the “X” in the upper right corner to close this message. Or choose “Go on” to move forward.
Providing you with quality service
Providing you with quality service
Making sure you get the highest quality care when you need it is our goal. We partner with local providers who understand your needs. And the National Committee for Quality Assurance (NCQA) continues to accredit us. This is because we score high on:
- Clinical quality surveys
- Member satisfaction surveys
- NCQA surveys
Healthcare Effectiveness Data and Information Set (HEDIS®) scores
We want to improve access to quality health care for our members. You have a large network of providers to help you reach your health goals. This includes:
- Obstetrician/gynecologists (Ob/Gyns)
- Pediatricians
- Top hospitals
- Community groups
HEDIS scores help us make sure we’re meeting our goals. You can see our latest HEDIS results on this page. You can also learn more about HEDIS on the NCQA website.
Member satisfaction surveys
Your answers on our Consumer Assessment of Healthcare Providers and Systems (CAHPS®) surveys are private. We use the results to improve the way we take care of our members. You can see our survey results on this page. Or you can contact us to learn more.
Recap of CAHPS results
We work hard to make sure you get the best health care and service. Each year, we look at how well we are doing. We set goals for care and service. If we don’t reach our goals, we make a plan to help us improve and reach our goals in the future.
Aetna Better Health of Virginia Aggregated Medicaid Adult CAHPS Results
CAHPS Measure |
Aetna Better Health of Virginia Rate (MY2021) |
Aetna Better Health of Virginia Rate (MY2020) |
MY2021 Quality Compass National Average |
Rating of Health Plan |
66.34% |
57.90% |
62.26% |
Rating of Health Care |
57.50% |
57.60% |
58.67% |
Rating of Personal Doctor |
71.04% |
69.00% |
69.21% |
Rating of Specialist |
66.84% |
64.60% |
68.99% |
Getting Needed Care |
80.16% |
83.23% |
83.58% |
Getting Care Quickly |
82.31% |
82.47% |
81.83% |
Coordination of Care |
82.70% |
87.90% |
89.94% |
Customer Service |
91.26% |
88.72% |
88.94% |
How Well Doctors Communicate |
92.92% |
93.07% |
83.58% |
Aetna Better Health of Virginia Aggregated Medicaid Child CAHPS Results
CAHPS Measure |
Aetna Better Health of Virginia Rate (MY2021) |
Aetna Better Health of Virginia Rate (MY2020) |
MY2021 Quality Compass National Average |
Rating of Health Plan |
69.56% |
73.80% |
72.19% |
Rating of Health Care |
69.89% |
75.60% |
74.30% |
Rating of Personal Doctor |
76.10% |
76.80% |
78.01% |
Rating of Specialist |
74.10% |
76.00% |
73.84% |
Getting Needed Care |
81.06% |
85.60% |
85.65% |
Getting Care Quickly |
86.93% |
87.64% |
86.90% |
Coordination of Care |
81.31% |
86.70% |
44.10% |
Customer Service |
87.50% |
90.43% |
88.32% |
How Well Doctors Communicate |
93.22% |
94.39% |
86.30% |
Your voice matters
If you get a member satisfaction survey, be sure to take the time to complete it. We do our best to earn the highest scores (9 or 10) from our members. If you’re not happy with your health care or service, we want to know. Just call us at 1-800-279-1878 (TTY: 711).
Our goals and objectives
Our goals and objectives
The Quality Improvement Program includes these goals:
- Promote and build quality into the daily operations and policies of the health plan.
- Continually check and assess your needs, care and services to ensure you’re getting quality care at the right time.
- Find areas for improvement and act on them.
- Encourage patient safety through seasonal communications to you (for example, flu mailers).
- Ensure we meet or exceed the highest quality by following local, state and federal regulatory requirements and accreditation standards.
- Provide support for the things that affect health, like rides, food and housing support.
Our services
Our services
The program provides many services, which include:
- Offering extra benefits to encourage wellness, including a preventive care rewards program
- Sending you helpful postcards and newsletters about your health
- Reviewing primary care provider offices to make sure they meet state standards
- Reviewing the quality of our services
- Reminding you and your provider about preventive health care
- Measuring your satisfaction with your provider and health care services
- Scanning phone calls to ensure that we answer your call quickly and that you get the correct info
- Working with your providers to ensure they get all the info they need from us to provide you with quality care
- Offering health programs, including info about chronic illnesses and one-on-one support for social determinants of health (conditions in the places where you live, learn, work and play that affect your health)
Reviewing new treatments and care
Reviewing new treatments and care
To ensure you get the highest quality care, we review the latest medical changes. This includes changes to:
- Physical health treatment and services
- Behavioral health treatment and services
- Medicines
- Equipment
- Dental care
After reviewing the updated research, we decide if these changes:
- Are safe and helpful
- Offer the same or better results than our current practices
This helps us to decide whether to add new treatments or care to your benefits.
HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA).
CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).