US Family Health Plan is the only TRICARE Prime program that offers benefits to active duty family members and all military retirees and their eligible family members, including those 65 years of age and over, regardless of whether or not they participate in Medicare Part B. So no matter what their age, members benefit from the healthcare provided through the US Family Health Plan.

US Family Health Plan Earns Member Satisfaction Rating Among the Highest in America

The US Family Health Plan, a Department of Defense-sponsored healthcare plan serving military family members in six areas across America, has achieved 2009 national member satisfaction ratings 40 percent higher than the national average for member satisfaction with health plans, compared to the 237 plans documented by the National Committee for Quality Assurance (NCQA) in its Quality Compass 2009 Public Report. In fact, when compared with the managed care plans included in the report, the US Family Health Plan ranks in the 99th percentile in overall member satisfaction. The US Family Health Plan at Martin’s Point Health Care, which serves military beneficiaries in Maine, Vermont, New Hampshire and upstate New York, ranks number one in the nation for its individual results for member satisfaction.

The independent assessment of the US Family Health Plan utilized a protocol known as the Health Plan Employer Data & Information Set (HEDIS®), a tool used by more than 90 percent of America’s health plans to measure performance on important dimensions of care and service. Included in HEDIS is Consumer Assessment of Healthcare Providers and Systems (CAHPS®) 4.0H Survey, which measures members’ satisfaction in such areas as claims processing, customer service and getting needed care quickly. The HEDIS/CAHPS survey results provide comparable results across populations—Medicaid, commercial and Medicare.

A random sample of 4,561 US Family Health Plan members, culled from all members nationwide, rated their overall satisfaction with the health plan, its customer service and their utilization of its healthcare services. On a scale of 0 to 10, with 10 as the best possible rating, 90.4 percent of the US Family Health Plan members rated their overall satisfaction with the Plan as an 8, 9 or 10. The national average for member satisfaction with health plans, based on the plans reported on by the NCQA in the Quality Compass 2009 Public Report, is 64.4 percent.

“The US Family Health Plan’s national member satisfaction scores continue to far surpass the benchmark in all rating areas for the core population, which includes survey respondents of all ages,” said David Bahlinger, director of analytics and research for The Myers Group of Snellville, Ga., an NCQA-certified HEDIS survey vendor that administered the study of the Plan members. “Also, US Family Health Plan members ages 18-64 report significantly higher than average satisfaction with customer service, their primary care doctors, the ability to get needed care, and get that care quickly.”

The US Family Health Plan is made available by six not-for-profit healthcare providers on the East, West and Gulf coasts. It offers the full TRICARE Prime benefit to over 100,000 military beneficiaries, including active-duty family members, activated Guard and Reserve family members, and military retirees and their family members.

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“TRICARE is proud to offer our beneficiaries the option of the US Family Health Plan,” said Rear Adm. Christine Hunter, deputy director of the TRICARE Management Activity. “USFHP offers our beneficiaries outstanding customer service and first-rate medical care right in their communities. The high marks that USFHP received in the Quality Compass 2009 Public Report underscore the plan’s exceptional commitment to patient and family-centered care.”

Kate Ryan, chair of the US Family Health Plan Alliance, said, “For the 15th consecutive year, our members have validated in independent surveys that they are among the most satisfied health plan beneficiaries in the country. We will continue to provide them with exemplary customer service, high-quality care and comprehensive benefits—ranging from prevention and wellness programs to intensive disease management initiatives for those with multiple or chronic health conditions.”

The US Family Health Plan is distinguished by its thousands of network doctors and hospitals, low cost, lack of deductibles, free preventative pediatric care, free annual physicals and in most locations, after-hours telephone access to healthcare providers. Enrollment in the Plan is offered in the following hospital and physician networks:

• Johns Hopkins Medicine (1-800-801-9322) – serving Maryland, Washington D.C., and parts of Pennsylvania, Virginia and West Virginia
• Martin’s Point Health Care (1-888-241-4556) – serving Maine, Vermont, New Hampshire and northern New York
• Brighton Marine Health Center (1-800-818-8589) – serving Massachusetts, including Cape Cod, plus Rhode Island and northern Connecticut
• St. Vincent Catholic Medical Centers (1-800-241-4848) – serving parts of New York, all of New Jersey, eastern Pennsylvania and southern Connecticut
• CHRISTUS Health (1-800-678-7347) – serving southeast Texas and southwest Louisiana
• Pacific Medical Centers (1-888-958-7347) – serving the Puget Sound area of Washington State.

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