The Daily Dose
CDPHP® Ranks Highest in J.D. Power Member Satisfaction Study
J.D. Power is a name that’s synonymous with quality and customer service. The firm has conducted consumer satisfaction surveys for almost 50 years, since J.D. “Dave” Power and his wife, Julie, started it from the kitchen of their Calabasas, Calif., home in 1968.
Today, companies across the globe fight for the right to attach their name to the distinguished J.D. Power trophy that’s seen on TVs, billboards, and advertisements as a staple of quality across America.
This year, a little (400,000-member) health plan in upstate New York is glowing with pride after receiving its very own J.D. Power trophy. That’s right! CDPHP has ranked Highest in Member Satisfaction among Commercial Health Plans in New York!
Wow. Just Wow.
CDPHP has been recognized as part of the J.D. Power 2017 Member Health Plan Study, which measures member satisfaction among 168 health plans in 22 regions across the country. The study examined customer satisfaction in the following areas:
- Coverage and benefits
- Provider network
- Communication
- Claims processing
- Premiums
- Customer service
The study showed that care coordination and provider choice/access were most important to those surveyed. These are unique skillsets of CDPHP, a health plan founded by local doctors in 1984. More than 30 years later, CDPHP continues to be guided by local doctors, as eight of its 15 board members are practicing physicians.
We Obsess Over Our Members
Inside these four walls, CDPHP employees are constantly thinking of creative ways to connect with our members. In 2017, we launched the CDPHP Member Advisory Committee (MAC), an exclusive group of CDPHP members who meet monthly to discuss ways to improve the quality of care in our community. And in 2016, we opened the doors to CDPHP Insights, an online community of members and non-members who provide the plan with feedback on a variety of topics, including their own health care experiences, benefit preferences, fitness and nutrition habits, and much more.
The point is that member satisfaction is a true obsession at CDPHP. Each and every day, our employees have the opportunity to make a difference in the lives of our members. What an honor. I am extraordinarily proud of the work we do, and I’m humbled by this wonderful recognition. From the bottom of my heart, thank you for entrusting your health to CDPHP!
Check out the J.D. Power 2017 Member Health Plan Study to learn more about the award, including details on how CDPHP stacks up against our competitors.
John D. Bennett, MD, FACC, FACP About the Author
John D. Bennett, MD, FACC, FACP, is president and CEO of Capital District Physicians’ Health Plan, Inc. (CDPHP), an award-winning, physician aligned, not-for-profit health plan based in Albany, NY. Bennett has held the position since 2008 after serving more than 10 years as chair, vice chair, and board member for CDPHP. During his tenure, CDPHP has been ranked among the top-performing health plans in New York and the nation, most recently named #1 in Customer Satisfaction in the 2023 J.D. Power Member Health Plan Study. Under his leadership, CDPHP has also become known as a model employer regionally and nationally and was recently named among the top five Best Companies to Work for in New York by the Society for Human Resource Management, as well as Forbes Best-in-State Employers 2022. Prior to joining CDPHP, Bennett served as founding member and CEO of Prime Care Physicians, PLLC. During his tenure, he co-led a team of 25 cardiologists and helped grow the practice to a 100-physician multi-specialty group. Bennett is board certified by the National Board of Medical Examiners and the American Board of Internal Medicine, with subspecialties in internal medicine and cardiology. He earned his medical degree at SUNY-Downstate Medical Center, Brooklyn, and a Bachelor of Science degree at Rensselaer Polytechnic Institute. Bennett completed an internship and residency in internal medicine and a fellowship in cardiovascular disease at Albany Medical Center. He is a Fellow of the American College of Cardiology and the American College of Physicians. Bennett is currently board chair for the Center for Economic Growth and the Capital Region Chamber, and vice chair for the Palace Theatre. Bennett also serves on the boards of the New York eHealth Collaborative (NYeC), the Alliance of Community Health Plans (ACHP), America’s Health Insurance Plans (AHIP), Rensselaer Polytechnic Institute, and Russell Sage Colleges. Bennett is a member of the New York Public Health and Health Planning Council where he helps shape decisions related to New York State's public health and health care delivery system. Well-known locally and nationally for advancing health care innovation, Bennett was recently named to Crain’s New York Business 2021 Notable in Health Care, as well as the Albany Business Review’s Power 50 list.
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