Our thinking about monitoring and performance
Continuous improvement and performance monitoring will be key elements of our enhanced AEP and inform the kind of interaction we need to have with members.
- Our thinking to build a culture of continuous improvement
- Our thinking for data collection and analysis
We’ll be clear about the level of performance we expect, and in areas where we can make comparisons with our performance, like claims management, we’ll do so.
When performance is poor, we’ll provide the opportunity to remedy this, but if things continue to slide then product or pricing options (yet to be determined) may be affected.
Where performance meets or exceeds what we expect our contact with that member will be light-touch, but we would also like to learn what is working well for that business so that we can help others to improve.
To get a better understanding of how it could work, see our scenario on how we might monitor and manage performance.
Note: We’ll need to work with members to address concerns about intellectual property here.