Helaine Fingold Quoted in “NPS Is Viewed as Useful, but Not Best as Sole Satisfaction Measure for MA Plans”

AIS Health

Helaine I. Fingold, a Senior Counsel in the Health Care and Life Sciences practice, in the firm’s Baltimore office, was quoted in AIS Health, in “NPS Is Viewed as Useful, but Not Best as Sole Satisfaction Measure for MA Plans,” by Jane Anderson.

Following is an excerpt:

Net Promoter Scores (NPS) are generating plenty of buzz among Medicare Advantage plan sponsors, with executives boasting of increases as a proxy for customer satisfaction. But as sponsors approach the Oct. 1 start date of marketing for the 2018 plan year, experts urge plans not to rely exclusively on NPS, since it doesn’t provide the level of nuanced satisfaction information necessary to retain and especially gain members.

“My experience with NPS to date is that it is a fairly blunt instrument, so it is not going to give the detail that more in-depth interviews or surveys will provide,” says Helaine Fingold, senior counsel in the Health Care and Life Sciences practice at the law firm Epstein Becker Green. She adds that NPS “could be useful to gain insight on straightforward questions of beneficiary perspective.” …

Several national Medicare managed care entities use NPS, along with a smattering of regional and local plans, Fingold tells AIS Health. Although it provides just “a limited amount of insight into customer satisfaction and perspectives,” it can help plans identify issues when used in concert with other customer satisfaction measurements like the Consumer Assessment of Healthcare Providers and Systems (CAHPS), she says.