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Quality management and improvement efforts

We work hard to improve health care quality, service and safety. It’s our commitment to you.

How do we improve the quality of health care?

One way is to measure how well we and others are doing. For example, we work with groups of doctors and other health providers to help make health care better.

 

We also base our clinical activities and programs on proven guidelines. And we give you and your doctors the tools and information to make informed decisions.

 

Program goals

  • Meet members’ health care needs.
  • Measure clinical care and quality of service.
  • Launch programs to improve the safety of our members and communities.
  • Obey all the rules, whether they come from plan sponsors, federal and state regulators or accrediting groups.

 

Program scope

  • Create policies and procedures that meet clinical standards.
  • Review preventive and behavioral health services and how members receive care.
  • Address racial and ethnic disparities that impact access to quality care.
  • Monitor the success of our programs.
  • Help ensure access and availability of our network providers.
  • Track the overuse and underuse of services for our Medicare members.
  • Perform credentialing and recredentialing activities.

Program outcomes Learn how far we’ve come, and where we’re going

Helping make health care better for everyone

Each year, we survey our members and providers to help ensure we’re meeting our goals.

 

Clinical performance

We collected data on a set of clinical measures called Healthcare Effectiveness Data and Information Set (HEDIS®). We shared the results with the National Committee for Quality Assurance (NCQA) Quality Compass®. The NCQA makes the results public. Each year, we use the results to set new goals and improve chosen measures.

 

Member satisfaction

  • Aetna® website: We improved our website, member tools and provider search results. We also improved self-service options for members and providers.
  • Case management program: Satisfaction stayed high.* Members are likely to recommend the program. It helped them learn how to prevent health issues and manage their health. This helped improve their quality of life.
  • Disease management program: Satisfaction stayed high.* Members are likely to recommend the program. It helped them manage their health.
  • Telemedicine: We improved our mobile app and provider directory. This made it easier for members to find providers who offer telemedicine visits.

 

Patient safety

We improved our patient safety program to help members make informed health choices. We shared information with consumers on social media. We also added patient safety resources to our provider website. 

Mental health: Building on our success

 

Our goals for 2025:

 

  • Expand our network to improve the availability of behavioral health providers and patient wait times.
  • Enhance predictive modeling and refine algorithms to proactively identify Medicare members who may benefit from behavioral health case management.
  • Continue to survey our members and caregivers who have completed the Medicare behavioral health case management program.
  • Hone robotics expertise and work on automated solutions to reduce manual work and data entry for our behavioral health utilization management team.
  • Launch 2025 roadmap to meet or exceed our goal for suicide prevention.
  • Expand MinuteClinic® behavioral health services to include treatment for adolescents, ages 13 and up, across 45+ states.
  • Continue to improve quality of care, clinical outcomes for members and patient safety.
  • Promote care coordination between medical and behavioral health providers.

To learn more, visit our mental health and well-being site.

 

Meeting quality standards for you

 

We take our NCQA accreditation to heart. It’s how we show our commitment to improving access to quality care and member satisfaction.

 

Learn about NCQA accreditation

Legal notices

Aetna is the brand name used for products and services provided by one or more of the Aetna group of companies, including Aetna Life Insurance Company and its affiliates (Aetna).

HEDIS is a registered trademark of the National Committee for Quality Assurance (NCQA). Quality Compass is a registered trademark of NCQA.

Health benefits and health insurance plans contain exclusions and limitations.

Also of interest: