Preferred Care, a not-for-profit managed healthcare plan in Rochester, N.Y., has been recognized for its commitment to excellence under the new J.D. Power and Associates Distinguished Health Plan Program.SM This award acknowledges Preferred Care for providing an outstanding experience to its HMO members. Eligibility for distinction was determined by surveying a random sample of Preferred Care’s HMO members on their perceptions of their health plan service experience and comparing the results to the national benchmark established by the J.D. Power and Associates National Managed Care Service Performance Study.SM

The research conducted recently among Preferred Care’s HMO members focuses on the six key drivers of member satisfaction with their overall health plan experience. These drivers, which were identified in the national study, include: provider choice, claims processing, information provided, preventative care services, approval process and customer service interactions.

“Preferred Care was recognized by J.D. Power and Associates for this elite distinction by providing its HMO members with a consistent, positive experience,” said Steven D. Wood, Ph.D., senior vice president at J.D. Power and Associates and general manager of the healthcare division. “With consumers seeking more and better information to make educated healthcare decisions, this distinction allows Preferred Care and other top-performing health plans across the cPreferred Care HMO ountry to effectively communicate this outstanding accomplishment in the communities they serve.”

Preferred Care HMO substantially exceeded the national benchmark study score for overall member satisfaction. The health plan performed especially well in choice of providers, particularly in regard to the selection of primary care physicians available and the selection of specialists available.

Preferred Care HMO also performed very well relative to the national study in customer service interactions, especially in the areas of courtesy of customer service representatives and timely resolution of problems by the customer service representative.

Additionally, members were asked to rate their likelihood to re-enroll and recommend the plan to others. Among Preferred Care HMO members, the proportion expressing a high likelihood to re-enroll was markedly higher than the national norm. Furthermore, the proportion expressing a high likelihood to recommend their plan was notably higher than the national norm.

Health maintenance organizations (HMO), point of service plans (POS) and preferred provider organizations (PPO) are eligible for the J.D. Power and Associates Distinguished Health Plan recognition. Distinction is valid for one year, after which the health plan may reapply for distinction. The National Managed Care Service Performance Study is based on a survey of more than 3,600 health plan members across the country.