Improving Member Satisfaction

At Healthfirst, we believe member satisfaction is an important priority – one that we are constantly striving to improve.

What you can do to help:

• Review Healthfirst’s Appointment Availability and 24-Hour Access Standards (see section 3.4 of the Provider Manual).
• Review the expectations and responsibilities of providers with respect to providing high-quality services to our members (see sections 3.1 and 3.2 of the Provider Manual).
• Be mindful of the time you spend with each member. This includes listening to patient concerns and thoroughly answering questions in a way that is easily understandable – in plain language, with simple directions.
• Contact your Healthfirst network representative to resolve any issues that are a barrier to achieving member satisfaction.

Strategic Ways to Improve Member Satisfaction – Educational Downloads

Healthfirst Provider Call Back Standard
Waiting Time Standard
Appointment Availability
Billing and Reimbursement
What to Ask Members When They Are Present for an Appointment