agilon health Supporting Physician Partners in Reimagining Healthcare.
Core to the mission of agilon health is supporting our physician partners in reimagining care and focusing on the joy of practicing medicine. We are committed to measuring our performance against these altruistic goals on an annual basis across each of our partner practices and platform companies. We are honored that physician groups who already have “best in class” net promoter scores * have chosen to partner with agilon health. We are also encouraged by the improvement in NPS by our partners and platform companies that have implemented new tactics and initiated new programs benefitting providers and patients alike. In 2019, we will introduce a metric referred to as a weighted net promoter score, as part of our platform measurement tool. The NPS will be weighted by the number of Medicare Advantage patients (or in California Medicare Advantage, Medi-Cal and Commercial patients) attributed to the PCP responding to the survey. We believe the weighted NPS metric will accurately capture the impact of the agilon health partnership on the physician’s overall practice experience.
Highlights from the chart below include:
COPC: COPC physicians reported best in class NPS for the second year in a row. The weighted NPS in 2019 reflects that COPC PCPs with higher Medicare Advantage patient populations are even more satisfied with their practice environment and professional opportunities.
Southern California: Despite a challenging year for Vantage Medical Group and our other platform companies in Southern California, the operating and customer service improvements we have made over the last twelve months are clearly resonating with the primary care physicians in our network, as demonstrated by the significant improvement in NPS over the last twelve months.
Hawaii: Over the course of the last twelve months, the MDX Hawai’i team has been focused on addressing concerns raised by network PCPs during the inaugural NPS survey conducted in early 2018. Improving the providers experience with customer service and claims payment timeliness has markedly improved the experience of many providers, as illustrated by the 26-point improvement in NPS.
Inaugural Year NPS: agilon health continues to add new anchor partners to the platform at a brisk pace. The selection of the right partners is critical to our collective success. Confirmatory of our partner selection process are the high baseline NPS depicted below.
*Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm’s customer relationships and is also used to gauge employee satisfaction. NPS has been widely adopted with more than two-thirds of Fortune 1000 companies using this metric.