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Independent Health is number one in the U.S. for customer service for the second year in a row

By David Donovan, Independent Health


Independent Health has added another top honor to its ever-expanding list of achievements.  It received the highest customer service rating for the second consecutive year according to the National Committee for Quality Assurance (NCQA) Quality Compass® 2010 for health maintenance organization/point of service plans. 


Quality Compass® is NCQA's comprehensive national database of health plans' HEDIS® and CAHPS® results. Quality Compass is designed to provide benefits managers, health plans, consultants, the media, and others with easy access to comprehensive information about health plan quality and performance. NCQA is a private, nonprofit organization dedicated to improving health care quality.


"Earning this distinction two years in a row is an incredible achievement for our entire organization, and is the end result of an inexhaustible commitment to our members and the entire Western New York community," said Michael W. Cropp, M.D., president and chief executive officer, Independent Health.  "Outstanding member service has been an integral part of our DNA since the company was founded in 1980.  While health care evolves at a staggering pace, our singular devotion to members and all those we serve continues to endure.  From the everyday to the unexpected, we are passionate about exploring ideas and introducing new options that make us the winning plan for customer service and member satisfaction."

More than 1,200 Independent Health members were contacted between February and May 2010. Independent Health is rated under the health maintenance organization/point of service business line. Prior to being rated number one last year, Independent Health was rated fourth in the nation for customer service in 2008.


In addition to its top overall rating again this year, Independent Health also scored highest to the question, "In the last 12 months, how often did your health plan's customer service give you the information or help you needed?"


NCQA is the nation's leading database of comparable information on clinical performance and patient experience for 404 commercial health plan products serving 94 million enrollees.


According to Dr. Cropp, the NCQA Quality Compass is especially important because it is compiled by an accurate, independent source, based on actual input from the health plan's members.  "We invest an incredible amount of time and energy reaching out to our members and asking how we can better serve them.  Measuring those results through internal research as well as third-party resources provides affirmation that we are constantly listening and continually improving." 

Other recent honors for Independent Health include:

  • Recognized as the 16th highest-rated private (commercial) health plan in the nation (out of approximately 230 health plans reviewed) and the highest rated plan in New York State by NCQA in their Health Insurance Plan Rankings 2010-11**. NCQA also named Independent Health as one of America's Best Health Insurance Plans over the past five years in a prior ranking published in U.S. News & World Report.***
  • J.D. Power and Associates ranked Independent Health "highest in member satisfaction among commercial health plans in the New York/New Jersey Region, according to its 2010 U.S. Member Health Insurance Plan Study (SM).****



*The source for data contained in this publication is Quality Compass® 2010 Quality Compass® 201 and is used with the permission of the National Committee for Quality Assurance (NCQA).Quality Compass 2010 includes certain CAHPS data. Any data display, analysis, interpretation, or conclusion based on these data is solely that of the authors, and NCQA specifically disclaims responsibility for any such display, analysis, interpretation, or conclusion. Quality Compass is a registered trademark of NCQA. CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

** According to NCQA's Health Insurance Plan Rankings 2010-11 - Private

** *According to U.S. News
/NCQA "America's Best Health Insurance Plans" 2005-2009 (annual). "America's Best Health Insurance Plans "is a trademark of U.S. News & World Report.   


****Independent Health Association receiver the highest numerical score among commercial health plans in the New York-New Jersey region in the proprietary J.D. Power and Associates 2010 U.S. Member Health Insurance StudySM.  Study based on 33,986 total member responses, measuring 12 plans in the New York-New Jersey Region (excludes Medicare and Medicaid). Proprietary study results are based on experiences and perceptions of members surveyed November-December 2009. Your experiences may vary. Visit


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