News
Health Net Earns "Customer Satisfaction Award 2021" from California Department of Health Care Services
Date: 12/15/21
The industry-leading award is based on customer survey feedback and is the third award for customer service excellence earned by Health Net in 2021.
Sacramento, Calif. – December 15, 2021 – Health Net, one of California's longest serving and most experienced Medi-Cal partners, has been recognized by the California Department of Health Care Services (DHCS) for outstanding customer service. DHCS, the largest health care purchaser in California, awarded Health Net its "Consumer Satisfaction Award 2021 — Large Scale Plan (Child)."
"This customer satisfaction award by DHCS shows what can be accomplished when you put members first," said Health Net President and CEO, Brian Ternan. "Industry analysts like Forrester, publications like Newsweek, and government regulators recognize that when our members are in their time of need, we are there for them. We will continue our relentless focus on serving our customers, so they can focus on their health."
According to the DHCS website, "On an annual basis, the California Department of Health Care Services recognizes Medi-Cal Managed Care Health Plans that have excelled in improving the quality of health care for the millions of beneficiaries receiving Medi-Cal services through managed care." In the department's official congratulatory communication to Health Net, DHCS wrote, "On behalf of the Department of Health Care Services, we would like to congratulate Health Net Community Solutions for receiving the Consumer Satisfaction Award 2021—Large Scale Plan (Child). Thank you for all your hard work and dedication in providing quality care for Medi-Cal beneficiaries."
In this year's annual survey by DHCS, Health Net's Medi-Cal members scored the health plan particularly high in the following key categories:
- Rating of Health Plan
- Rating of Health Care
- Ease of Getting Care, Tests, or Treatment
- Personal Doctor Showed Respect
- Personal Doctor Listened Carefully
Customer Service Accolades Awarded to Health Net in 2021
The DHCS award marks the third time in 2021 that external panels recognized Health Net for excellence in customer service. Earlier this year, Newsweek named Health Net to the publisher's annual "America's Best Customer Service" ranking among health insurance plans.
For their annual America's Best Customer Service ranking in health care insurance, Newsweek selected and ranked brands. The survey asked questions of more than 25,000 U.S. consumers who either made purchases, used services, or gathered information about products or services in the past three years. The company collected a total of 160,000 customer evaluations, which they used to rank traditional retailers, online retailers, and service providers from 161 product and service categories.
In addition, Health Net was ranked highest for customer service among Health Insurers in 2021 in Forrester's proprietary 2021 US Customer Experience Index (CX Index™) survey. The ranking was based on responses from more than 85,000 US survey respondents from 13 US industries, including health care plans.