Health New England Recognized for Outstanding Customer Service

According to a report released by the National Committee for Quality Assurance (NCQA), Health New England (HNE) achieved the highest rating in Customer Service among 160 commercial HMO/POS health plans surveyed in the U.S.

In the Quality Compass 2008 report, HNE achieved the highest ratings in the country in the ‘Customer Service’ composite measure. HNE scored 93.46, which means 93.46{06cf2b9696b159f874511d23dbc893eb1ac83014175ed30550cfff22781411e5} of the respondents answered ‘Always’ or ‘Usually’ to questions such as:

  • “In the past 12 months, how often did your health plan’s customer service give you the information or help you needed?”
  • “In the past 12 months, how often did your health plan’s customer-service staff treat you with courtesy and respect?”

“When you call HNE, you speak with someone who lives right here in Western Mass.,” said HNE President and CEO Peter Straley.

“We understand how our local health care system works, and we know how to help our members get the care they need to remain healthy. The Quality Compass honor reflects that commitment. I am personally very proud of our staff.”

The NCQA publicly reports comparative results of health plans regionally and nationally in its annual Quality Compass report.

NCQA is a private, non-profit organization dedicated to improving health care quality. It accredits and certifies a wide range of health care organizations and recognizes physicians in key clinical areas.

NCQA’s Health Care Effectiveness Data and Information Set is the most widely used performance measurement tool in health care. NCQA is committed to providing health care quality information through the Web, media, and data-licensing agreements in order to help consumers, employers, and others make more informed health care choices. For more information, visit

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