Home Member Services Patient Safety Quality Improvement Program

Quality Improvement Program

Community Health Plan of Washington, through its Quality Program, works to make sure our service meets clinical and customer service standards. We set our own standards and comply with those set by government and national organizations that measure quality.

We approach the task as a team, guided by our mission, vision, values, and goals. A Quality Council manages the Quality Program, reviewing data and recommendations and directing improvements. Community Health Plan is committed to ensuring the safety of our members. We regularly measure our clinical care practices, striving for continual improvement.

Information is a powerful tool to help members get appropriate preventive care and prevent chronic disease. To that end, the Quality Program has developed health education materials, automatic telephonic health care reminders, and a Health & Wellness video library to help members learn skills that improve the quality of life and help them manage chronic conditions. We also track our health-care delivery methods and provide education for health care staff.

We use HEDIS (Healthcare Effectiveness Data and Information Set) as one set of standards to measure our performance. HEDIS rates health care plans each year against a standardized set of measures. Community Health Plan of Washington reports its HEDIS rates to Quality Compass, published by the National Committee for Quality Assurance (NCQA).

In 2010, two measures showed HEDIS rates improvement: 

• Diabetes: Cholesterol screening in people with diabetes increased by 5.35 percent.
• Asthma: Use of Appropriate Medications for People with Asthma increased by 4.18 percent.

For a copy of the Plan’s HEDIS rates, please contact our customer service team at 1-800-440-1561 or e-mail us at customercare@chpw.org. If you are hearing or speech impaired, please call TTY 1-866-816-2479 (toll free) or local 206-613-8875.

We are committed to continual improvement. We will provide you with information you can use to manage your health care, work with your doctor, and gain access to the services you need.

If you have questions or want more information about the Quality Program, call the Community Health Plan customer service team at 1-800-440-1561 toll free or e-mail us at customercare@chpw.org. If you are hearing or speech impaired, please call TTY 1-866-816- 2479 toll free or local 206-613-8875.