Patient Experience Standards for Qualcomm Premier Plan Providers

Access & experience standards

Learn more about the patient experience objectives for Qualcomm Premier Plans

Contact us

Do you have a question about the Qualcomm Premier Plans access and experience standards? Contact the Scripps ACO operations team.

Ensuring an excellent experience for Qualcomm Premier Plan members

Qualcomm chose to contract directly with Scripps and its ACO network over other health care systems. They have confidence in our reputation for providing outstanding care to generations of San Diegans. And they have faith in our ability to help Qualcomm control its health care costs while improving quality — and patient satisfaction.

Scripps ACO agrees to meet quality and cost targets, as well as patient experience objectives. By meeting certain access and experience standards for Qualcomm Premier Plans, we can drive patient loyalty and maintain or grow plan membership in the coming years.

FAQs about Qualcomm's patient experience expectations

Get answers to frequently asked questions about Qualcomm Premier Plans access and experience standards.

What are the expectations around patient experience for Qualcomm Premier Plan members?

We have committed to providing Qualcomm Premier Plan members with an optimized health care experience. This includes features like a dedicated concierge team, enhanced access (scheduling) standards, and an exceptional experience in all interactions with network providers and your staff.

How is patient experience measured and monitored?

Qualcomm Premier Plan member experience is measured in several ways. Each time a concierge team member reaches final resolution on a request or concern, the patient is given a short survey to assess the service he or she received from the concierge.

In the hospital setting, patients receive patient satisfaction surveys after discharge. Similarly, patients who are seen by a Scripps Clinic or Scripps Coastal provider may receive Press Ganey patient satisfaction surveys.

Scripps ACO is currently evaluating possible approaches to measure patient satisfaction in the independent physician office setting. Any new survey tools that may be implemented will be funded by Scripps ACO, not the independent physician office.

What specific patient satisfaction measures will be included?

Per the Qualcomm Premier Plans contract that all participating practices signed, we measure, at a minimum, the following:

Quick care
Appropriate care
Good staff communication
Good provider communication
Provider rating (on a 10-point scale)

If one of my patients is dissatisfied with their experience in my practice, how will I be notified?

We know it’s important to you to hear about any potential patient dissatisfaction. If a Qualcomm member shares a complaint or concern about your practice, your Scripps ACO Practice Outreach Manager will communicate that information to you. He or she will also ensure you’re familiar with all available ACO resources that may help you addressing their concern.

FAQs about the concierge team

Scripps has created a concierge team that provides exclusive support to Qualcomm Premier Plan members. The service is available to plan members six days per week, with additional clinical support available after hours. Get answers below to frequently asked questions about the concierge team.

What services does the concierge team provide?

The concierge team is a one-stop shop for Qualcomm Premier Plan members. It provides high-touch service and support, including:

Helping members find a physician who is a good match based on geographic location, age, gender, language, and other preferences
Scheduling and expediting select appointments on behalf of the member
Clarifying benefits, including costs of services and eligibility
Answering billing questions
Resolving issues such as access to test results or refilling prescriptions
Getting faster admittance to urgent care services through the “fast pass” program

What is the urgent care “fast pass” program?

Qualcomm Premier Plan members can contact the concierge team if they need to receive urgent care services for themselves or their dependents. The concierge directs them to the nearest urgent care center, or the urgent care center with the shortest wait time. The concierge then contacts the urgent care center to notify them that a Qualcomm Premier Plan member is en route.

Please note that this “fast pass” is only intended to place the member in line virtually. It does not supersede patient prioritization based on clinical need.

How do members contact the concierge team?

The concierge team can be reached by phone at 844-884-7266 or by email at qualcomm.service@scrippshealth.org.

Nurse navigators are available through the same phone number, 24 hours a day.

When is the concierge team available?

The concierge team is available Monday – Friday from 7 am – 7 pm and on Saturdays from 8 am – 1 pm.

The nurse navigator service is staffed 24/7 by registered nurses who can evaluate members’ symptoms and recommend when and where to seek care.

Can I provide any specific information about my practice to the concierge team?

If you’re interested in meeting members of the concierge team in person, please contact the Scripps ACO operations team at scrippsaco@scrippshealth.org.

Enhanced access standards for Qualcomm Premier Plan members

The Qualcomm Premier Plans offer its members enhanced access to care. As was outlined in the agreements signed by all participating practices, our access standards are as follows.

Primary care (including family practice, internal medicine, pediatrics and OB-GYN)

Same day/next day for PCP urgent care (less than 12 hours from member request). Urgent treatment needs may include minor lacerations, urinary tract infections, earaches, migraine headaches, rising fever and conjunctivitis.

5 business days for PCP non-urgent care
10 business days for PCP preventive care
24/7 access for emergent care with specific emergent instructions identified through the after-hours nurse navigator line

Specialist care

3 business days for specialist visits needing immediate consultation (If clinically indicated, member should be seen in less than three business days)
10 business days for specialist visits for non-urgent issues
24/7 access for emergent care with specific emergent instructions identified through the after-hours nurse navigator line

Our concierge team routinely receives calls and requests for appointment scheduling from Qualcomm Premier Plan members. A concierge team member will contact your office to facilitate appointment scheduling for these patients. The concierge will notify your practice that they are calling on behalf of a Qualcomm Premier Plan member, as a reminder to your practice of these enhanced access timeframes.

Scheduling workflows

There are two ways a Qualcomm Premier Plan member might schedule an appointment with you:

Patients may call your office directly
Patients may contact the concierge team, and a concierge team member will either conduct a warm transfer or schedule the appointment on their behalf

Please review our workflow (PDF, 290 KB) showing how the concierge team may facilitate appointment scheduling with your office.