Progress Toward Horizon NJ Health’s Goals

Horizon NJ Health participates in the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) member survey. CAHPS studies are conducted to assess satisfaction with the experiences members have with their health care. Results of the survey are used to guide the plan’s quality improvement activities.

The 2017 survey showed areas of accomplishment:

  • Getting Care Quickly
  • Customer Service
  • Rating of Health Care
  • Rating of Health Plan
  • Getting Needed Care

While we saw an improvement in each of the areas listed, Horizon NJ Health strives to further excel overall. Some areas identified as opportunities for improvement were Rating of Personal Doctor and Providing Needed Information. We appreciate your continued effort to provide excellent service to our members, your patients. If you would like more details on the 2017 Horizon NJ Health Member Satisfaction Survey, please call the Physician and Health Care Hotline at 1-800-682-9091.

In an effort to be a culturally diverse and health literate company, all Horizon NJ Health member materials are available in English and Spanish. Translators are also available during member visits to providers. Members may request translation services by calling Member Services at 1-800-682-9090 (TTY 711). Providers should be aware of any cultural, language, visual, auditory or religious factors affecting a member’s care. This information should be noted in the member’s medical record. Sensitivity to these factors, which can affect members’ care, will help improve health outcomes while decreasing health disparities.

One easy way of improving communication between a provider and member is to have the member write down questions prior to the visit. Horizon NJ Health promotes the use of the Ask Me 3 program. Distribute copies of this worksheet with your office forms at the start of each visit. This form can be an effective tool to drive conversion and ensure a member understands his or her health issues and your instructions.