title: Testing strategies for building member loyalty in a managed care organization serving Medicare beneficiaries.
abstract: Member retention has been a challenge for Medicare HMOs. This article describes how a hybrid Medicare HMO is testing methods of strengthening member loyalty and member retention. Methods include managing member expectations and involving sales representatives and Personal Care Planner in outreach to new members. An early problem detection project yielded information that was used to resolve member difficulties and preempt disenrollment.
authors.affiliation: Senior Care Action Network (SCAN), Long Beach, CA, USA.
authors.forename: S L
authors.initials: SL
authors.lastname: Ervin
mesh_terms: D000368:Aged; D002140:California; D006299:Health Services for the Aged / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D008329:Managed Care Programs / Q000458:organization & administration* / Q000592:standards / Q000706:statistics & numerical data; D006278:Medicare; D017060:Patient Satisfaction; D010934:Planning Techniques; D014481:United States