Prospective Member: 1-844-811-6334 (TTY: 711) October 1 – February 14 | 8 am – 8 pm EST | 7 days a week
February 15 – September 30 | 8 am – 8 pm EST | Monday – Friday
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Quality Improvement Program (QIP)

University of Maryland Health Advantage (UMHA) is committed to providing the best possible health care to all of our members.  We have an active Quality Improvement Program that monitors the quality of care and service provided to our members.  The Quality Improvement Program is integrated throughout the health plan and is governed by a committee structure composed of doctors and nurses.  These committees regularly measure performance and recommend improvements for all health plan functions.

UMHA continuously evaluates its Quality Improvement Program using nationally recognized measures such as The Healthcare Effectiveness Data and Information Set (HEDIS), Consumer Assessment of Healthcare Providers & Systems (CAHPS), the Centers for Medicare and Medicaid Services (CMS) STARS Measures, and Health Outcomes Surveys (HOS).  These measures help UMHA determine if members are receiving the care they need and are satisfied with that care.  Certain measures also allow UMHA to assess the overall health status of our members to ensure all members remain healthy and well.

Using the results of these measures UMHA annually sets goals and objectives for its Quality Improvement Program.  At the end of every year UMHA reviews its Quality Improvement Program to identify both achievements as well as opportunities for improvement from the previous year.

Satisfaction Survey
University of Maryland Health Advantage analyzes feedback from members who respond to the annual Consumer Assessment of Healthcare Providers and Systems (CAHPS) member survey. This survey is organized by the Centers for Medicare and Medicaid Services (CMS) every year. We use your feedback to improve our customer service and your overall healthcare experience. UMHA also conducts satisfaction surveys of its own throughout the year. Below please see our 2017 scores for the CAHPS survey of Medicare members.  The ratings indicate the percentage of our members who responded positively to each question.

2017 CAHPS Score

Survey Question UMHA Score
Getting Needed Care 81
Getting Appointments and Care Quickly 75
Customer Service 88
Getting Needed Prescription Drugs 88
Care Coordination 84
Rating of Health Care Quality 83
Rating of Health Plan 80
Rating of Drug Plan 79
Annual Flu Vaccine 70


University of Maryland Health Advantage is dedicated to improving these ratings to provide you with the best care possible.

Health Education Program
The goal of the Health Education Program is to empower members with information on how to take control of their health. The information we gather in our Quality Improvement Program assists us to understand the members we serve, and allows University of Maryland Health Advantage to take action to provide up-to-date, easy-to-understand health education services to its members. Examples of Health Education services provided by University of Maryland Health Advantage are mailings, newsletters, our web-site, our 24-hour Nurse-line, disease management and case management services.\

Cultural Competency Program
University of Maryland Health Advantage strives to build health care systems that consider members’ ethnic backgrounds, age, gender, lifestyles, language, disabilities, reading levels, religion and areas where they live. University of Maryland Health Advantage believes that members experience better health outcomes and results when care is delivered in their own language and their cultural background is taken into account. Making interpreter services available free of charge and building a diverse network of participating providers are two examples of how University of Maryland Health Advantage takes actions to provide culturally competent care.

Patient Safety
Providing safe medical care and preventing complications is a priority. Our Quality Program includes several methods to ensure safe and effective medical care is provided to our members. First, University of Maryland Health Advantage contracts with well-qualified providers that meet high standards. Other measures to promote safety and reduce complications include reviewing certain high risk medical procedures or medications to confirm these are necessary, tracking health outcomes and investigating quality of care complaints from members.

For more information on University of Maryland Health Advantage’s Quality Improvement Program please contact Member Services 410-779-9932 or toll-free at 1-844-386-6762 (TTY: 711), 8 AM to 8 PM EST, 7 days a week from October 1 – February 14; and, 8 AM to 8 PM EST, Monday through Friday from February 15 – September 30 and ask to speak with the Quality Improvement Department about our Quality Improvement Program or email quality@ummedicareadvantage.com.