Thinking about your feedback loop; what information are you trying to get from whom, to whom, and to bring about what change?
Information is collected from the low-income beneficiaries/customers of our healthcare plan and primarily pertains to four criteria:
- comprehension of insurance plan benefits and services
- ease of accessing these healthcare services
- experience pertaining to utilization of services
- affordability & willingness-to-pay for the healthcare plan
The information is routed towards the in-house insurance/business development team to assess and make the appropriate adjustments in the health plan. Sometimes these adjustments can be basic, relating to benefits or coverage levels and can be easily implemented. At other times, they involve a holistic needs-assessment of our beneficiaries’ demands, and a strategic review of what services we can realistically offer - the establishment of our Clinic being one outcome of such a review.
What mediums or mechanisms do you use to collect feedback? (check all that apply)
Paper, Phone or voice, Physical gathering.
Could you briefly describe the way you collect the feedback?
The Member Services team is our critical link, not just in the administration of services, but also in the collection of feedback.
At the Clinic level, both the front desk officer and the Clinic Doctors receive patient feedback and transmit it bi-weekly to the Clinic Director through both verbal and written communication. Round-table meetings with community leaders also take place every month in which input relating to the operations of the Clinic is shared and suggestions for improvements noted.
In addition, the Insured beneficiaries undergo mandatory bi-annual medical screening, in which their feedback is collected in written form by the screening Doctors and Medical Assistants. A dedicated internal resource also engages in periodic random customer surveys by phone to assess beneficiary satisfaction. Finally, a 24-7 telephone hotline is available to receive calls from beneficiaries relating to administration of the health plan.
Give two concrete examples of how feedback loops have brought a program or policy more in line with citizens’ desires.
1 - Establishment of Clinic - previously, Naya Jeevan's health plan operated as in-patient hospitalisation insurance only, much like other insurance programs in Pakistan. However, given the target market of low-income people and their families, beneficiaries constantly demanded out-patient primary care services as their utilisation of it was much more frequent than hospitalisation services. As they were all paying beneficiaries, and their contributions were essential to the success of the program, it soon became unrealistic to operate without starting in-house primary care services. Thus, a dedicated Clinic was established that now serves both insured beneficiaries and the wider community. Interestingly, provision of primary clinical services has also indirectly fed demand for insurance services amongst non-insured community residents, thereby closing the loop.
2 - Provision of Ultrasound Diagnostic Services - the cost of travel + antenatal checkup services at the tertiary hospital was $10 for female beneficiaries in the Health Plan. As this was much too expensive, both female patients and community elders demanded that ultrasound services be provided at the clinic itself as such services were not available in the community. An ultrasound machine & toolkit was soon procured, along with a dedicated consultant who now conducts approximately 40 such checkups every month at a much lower cost of $3 per screening.
If there was one thing you could change to increase the impact of your feedback loop, what would it be?
While our current feedback loops are quite robust, and have evinced visible changes in our health plan and service offerings over the years, more efforts are needed to engage those beneficiaries who may not be using our healthcare services as robustly during the year as other beneficiaries. Naya Jeevan has now dedicated an internal resource to conduct surveys of random beneficiaries by phone, to ensure that feedback generated in the loop is reflective of the wider demographics of our beneficiaries. Such surveys will also ensure that those who may not be utilising our health plan extensively are still aware of the services should they ever be in a position to utilise them.
What is the one thing you would most like to see changed to improve the competition process?
What are you doing to make sure that feedback providers know that they are empowered by the information they can give and that they know exactly what the information they are providing?