How one Medicare plan impacted HOS
measures and built member trust with NovuHealth

A NOVUHEALTH CASE STUDY

Challenge

Along with CAHPS, HOS scores make up almost 30% of your Medicare plan’s Star rating. Yet, influencing these scores—and consumer satisfaction in general—in defined, measurable ways can be a challenge.

After all, it can be hard to know where to focus your efforts. HOS randomly samples beneficiaries and occurs over an extended 2-year period. Plus, when it comes to HOS measures C04 and C05, plans are faced with the challenge of improving or maintaining members’ health and their perception of it—which can be hard to quantify, let alone influence, especially given the survey’s aging population.

So how can health plans boost HOS scores and, at the same time, build trusting, positive relationships with members? For one large Medicare plan, the answer was NovuHealth’s Healthy Connections for HOS—deployed to engage members with their health care and positively improve plan performance on key HOS measures.

Solution

The Healthy Connections for HOS program impacts measures C04 and C05 (improving or maintaining physical and mental health). Launched for this health plan, the 8-week program delivered inspiring educational content on wellness and social health topics and had three aims:

  1. Encourage small steps forward to better health;
  2. Remind members that their plan is part of their support network; and
  3. Reward members for joining and completing the program.

Each week of the program covered a different health-related topic, such as positive thinking or adding movement to your day. Uplifting and brief, the content supported members in their health journey, reinforced healthy behaviors or worked to inspire positive change, and fostered a sense of connection between members and the plan.

And because the program utilized both outbound and inbound IVR, members were allowed to engage in the program on their own time. For example, if a member wasn’t able to answer an outbound call on a certain day, they could choose to call in at a more convenient time through the inbound IVR call back channel. This flexibility made it easier and more convenient for members to participate, where schedule conflicts could otherwise have prevented them from engaging in the program.

Results

The result was a highly effective program that produced a significant lift in members’ perception of their own health. In fact, 78% of participating members rated their emotional health the same or better in week 8 of the program as they did in week 1. And 85% rated their physical health the same or better in week 8 as compared to week 1.

What’s more, these members were historically non-compliant, meaning they did not previously engage with their health by attending recommended care appointments. Given this makeup of the participating population—from which we might anticipate more negative responses—these results are especially remarkable, far exceeding expectations.

Our data also show that members were highly engaged with the program: 70% of enrolled members stayed engaged throughout the program. And only 1% opted out after engaging in more than one week of content. That means, once members started with the program, they continued with it, coming back for more content week after week.

In addition, 82% of members surveyed said they would or would probably recommend the program to others. This high level of satisfaction with the program relates to an increase in overall member satisfaction—Healthy Connections for HOS builds a trusted relationship between members and their plan, while also increasing perceived plan value. Members appreciate the “extra” benefit this program offers, and they feel more connected to their plan after 8 weeks of positive, educational interactions.

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NovuHealth is the leading healthcare consumer engagement company, offering rewards and incentive programs that improve consumer health and plan performance. NovuHealth applies proven loyalty and data science strategies and leverages its deep industry and regulatory expertise to motivate high-value consumer activities. Headquartered in Minneapolis, NovuHealth has worked with nearly 40 health plans and served more than 15 million consumers across all 50 states.

The NovuHealth Healthy Connections for HOS program shows a significant impact on members’ perception of their mental and physical health.