Trust is the cornerstone of a 5-Star member experience.
While Net Promoter Score (NPS) has historically been the gold standard for measuring our members’ happiness and loyalty, and CAHPS has been CMS’s go-to calculation for understanding just how satisfied our members really are with their experience, how do we truly measure member trust?
In this month’s episode, we explore the concept of trust, measuring member trust within your own population, the profile of members that trust their plan and provider, and how to take action to improve member trust.
Learn About:
- The four pillars of trust within an organization, how they are defined, and how they each apply to various health plan metrics
- Creating a predictive “trust score” and “empowerment” score for every member in the plan
- The differences in behavior, compliance, and engagement at a member-level when looking at those who trust the plan versus those that are lacking trust
- The differences and necessary balance between plan and provider trust, and what happens when it’s lopsided
- The practical methodologies we’ve identified to improve member trust
