QI Program

Superior is dedicated to the provision of a well-designed and well-implemented Quality Assessment and Performance Improvement (QAPI) Program. Superior’s culture, systems and processes are structured around its mission to improve the quality of health-care services for all enrolled members.

The purpose of the QAPI Program is to plan, implement and monitor ongoing efforts that demonstrate improvements in member safety, overall health and care experience.

Superior is accredited by the National Committee for Quality Assurance (NCQA), an independent, not-for-profit organization dedicated to improving health-care quality. Superior is the top-rated Medicaid plan in Texas, with a rating of 4 out of 5 in NCQA’s Medicaid Health Insurance Plan Ratings 2017-2018. Additionally, Superior earned a Commendable accreditation with NCQA, which evaluates how well a health plan manages all parts of its delivery system – physicians, hospitals, other providers and administrative services – in order to continuously improve the quality of care and services provided to its members.

In February 2018, Superior received NCQA’s Long-Term Services and Supports (LTSS) Distinction. This distinction demonstrates that Superior meets all key NCQA LTSS standards, in areas such as conducting comprehensive assessments, managing care transitions, performing person-centered assessments and planning and managing critical incidents.    Medicaid Health Insurance Plan Ratings 2017-2018.

The NCQA seal is a widely recognized symbol of quality. NCQA health plan accreditation surveys include rigorous, on-site and off-site evaluations of over 60 standards and selected HEDIS measures. A national oversight committee of physicians analyzes the survey findings and assigns an accreditation level based on the performance level of each plan being evaluated to NCQA’s standards. This recognition is the result of Superior’s long-standing dedication to provide quality health care service and programs to our members.

Superior requires all practitioners and providers to cooperate with all Quality Improvement (QI) activities, maintain the confidentiality of member information and records, as well as allow Superior to use practitioner and/or provider performance data to ensure success of the QAPI Program.

The following are Superior’s goals and objectives for its QAPI Program:

  • Safety - Care doesn’t harm members.
  • Member Experience - Members feel valued.
  • Efficiency - Resources are used to maximize quality and minimize waste.
  • Eliminating Disparities - Quality care is reliably received regardless of geography, income, language or diagnosis.

In support of the QAPI Program, the QI Department monitors the quality of health care services provided to Superior members, addressing two basic areas:

  • Quality of service
  • Quality of care

To monitor the quality of services you provide to Superior’s members, the QI Department reviews the availability of appointments for emergencies, urgent care and preventive care. Superior also monitors availability for after-hours calls from members, as well as how satisfied members are with services provided by you and your office staff.

To monitor quality of service, Superior’s QI Department may assess:

  • Satisfaction levels from Superior providers and members utilizing both satisfaction surveys and complaints.
  • Turn-around time in responding to provider issues.
  • Appropriate claims payment and adjustment timeframes.
  • Customer service performance with incoming provider calls.
  • To monitor quality of care, Superior’s review processes may include:
  • Review and distribution of practice guidelines for diseases and conditions most likely to impact Superior’s members, as well as pediatric and adult preventive health care guidelines, including compliance with practice guidelines.
  • Targeted audits of primary care practices to promote the confidentiality of medical information and compliance with standards for appropriate medical record documentation, when necessary.
  • Monitoring and support of communication systems that promote continuity and coordination of care.
  • Investigation of potential quality of care complaints, including the tracking and trending of complaints.

Superior places great emphasis on the wellness of its members. A large part of quality health care delivery is treating the whole patient and not just the medical condition. Superior encourages providers to provide culturally competent care that aligns with the National Standards on Culturally and Linguistically Appropriate Services (CLAS). Superior maintains policies which emphasize the importance of culturally and linguistically competent care to Superior’s membership of all cultures, races, languages, ethnic backgrounds and religions in a manner that recognizes values, affirms and respects the worth of the individual enrollees while protecting and preserving the dignity of each member. Sensitivity to differing cultural influences, beliefs and backgrounds, can improve a provider’s relationship with patients and, in the long run, the health and wellness of the patients themselves.

Superior requires that providers and practitioners cooperate with all QI activities, as well as allow the use of provider and/or practitioner performance data, to ensure the success of the QAPI Program. If you are interested in learning more about the QAPI Program, please contact Superior at 1-800-218-7453 and ask to speak with the Quality Improvement Department.