We achieve quality when health plans, providers, nurses, clinics and hospitals do the right things at the right time in the right amount for the right people. “Quality,” “excellence,” “commitment” and “value” are words you’ll hear us use to describe the services and care we provide at Lovelace Health Plan.
Lovelace Health Plan’s Quality Program begins with a program description and a work plan designed to ensure that we identify, review, monitor, evaluate and take action to improve the care we provide. Our quality program is strong because it is multidisciplinary, involving all the departments in our system that have a direct impact on care and service, and because it is based on the promises we make in our Mission, Vision and Values statement.
We’re dedicated to providing quality service and quality care, and we focus on helping our members stay healthy. You’ll find our array of health and preventive programs listed in your member newsletter. If one of our members becomes ill, we work to return the person to better health through specialty services, case management, disease management and access to our health information line, as well as other health information on the Internet.
We are committed to customer satisfaction and service, for both members and providers. We’re also committed to public accountability and share our quality data with others through local and national data sharing initiatives such as HEDIS (Healthcare Effectiveness Data and Information Set) and CAHPS (Consumer Assessment of Healthcare Providers and Systems).
We participate with accrediting and certifying agencies such as NCQA (National Committee for Quality Assurance), CMS (Centers for Medicare and Medicaid Services) and HSD (Health Services Department – State of New Mexico) to ensure that we maintain the highest standards.
Lovelace Health Plan is pleased to share Medical Group Snapshot , an online public report on medical group performance created by the Albuquerque Coalition for Healthcare Quality. This resource shows how participating Albuquerque medical groups are performing in specific measures for diabetes care, cardiovascular care, asthma care and screening for breast and cervical cancers. This year’s report also includes information about how well blood sugar and cholesterol levels are controlled for patients with diabetes, how well high blood pressure is controlled with patients with high blood pressure and how well cholesterol is controlled for cardiovascular patients.
The Albuquerque Coalition for Healthcare Quality, which includes local hospitals, health plans, health care providers, employers and consumers, is leading the local Aligning Forces for Quality (AF4Q) initiative to improve the quality of health and health care in our community. Participation in this effort and Medical Group Snapshot is voluntary. Lovelace Health Plan is a proud participant in the Albuquerque Coalition for Healthcare Quality’s AF4Q work and this report.
Visit the report at: http://www.abqhealthcarequality.org/reporting/medicalgroups/.
If you have a complaint about or concern with the quality of care that you received please contact our Customer Care Center toll free at 800.808.7363 or 505.727.5683. You may also email your concern to Monica.Serna@lovelace.com.
Lovelace Senior Plan (HMO) is a Medicare Advantage Plan with a Medicare contract.