10 At the end of each year, we evaluate the QI Program not only to see how we did, but to see what we can do to better serve you the following year. As Mark Twain said, “Continuous improvement is better than delayed perfection.” In 2025, we learned and implemented many new ways to better serve you that we will take into 2026. Here are a few of our 2025 activities and results: • We improved our Dual Special Needs Plan (D-SNP) Model of Care and launched the D-SNP Center of Excellence (COE) for 2026. The COE will have a dedicated team to support members with specific chronic conditions, focusing on early detection, member education, and coordinated care. The COE seeks to enhance health outcomes for all enrolled members. • PHP was ranked first in provider satisfaction among New Mexico health plans, according to the Provider Satisfaction Survey. • In 2025, PHP achieved NCQA Health Equity Accreditation, scoring 100% for all products. • In 2025, our Outreach & Engagement team helped more members get the care they need. We provided new member resources, timely reminders for preventive care, and follow-up support — making care easier to access and improving the overall member experience. Presbyterian’s Quality Improvement Program Presbyterian Health Plan (PHP) is committed to providing quality care and services to our members. We have a comprehensive Quality Improvement Program (QI Program) that evaluates the care and services you receive. Our goal is to work continually to improve your experience with care and services. The QI Program includes: Member experience activities Quality and safety of clinical care Quality of service Annual goals, processes, and activities
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