www.phs.org/Medicare 11 Presbyterian Health Plan, Inc. and Presbyterian Insurance Company, Inc. (Presbyterian) are committed to providing outstanding care and services to our members. Our goal is to work continuously to improve your experience. We have a comprehensive Quality Improvement Program (QI Program) that evaluates the care and services you receive. The QI Program includes: • Member experience activities • Quality and safety of clinical care • Quality of service • Annual goals, processes, and activities At the end of each year, we use the QI Program to not only 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.” We learned and implemented many new ways to better serve you in 2023 that we are taking into 2024. Here are just a few of our 2023 activities and results: Presbyterian launched Health Plan Place in the heart of Albuquerque, which creates a tailored, in-person experience for Medicare Advantage members and the community in an environment committed to belonging, community, and health. A new Medicare Advantage clinic also opened at Health Plan Place. This clinic was designed to promote preventive care, complete screenings, optimize therapies, and provide facilitated virtual care. We implemented a treatment cost estimation online tool to give our members the ability to search and compare prices on procedures. Members can also request member ID cards and search for providers on the Presbyterian website. We look forward to continuing to serve you in 2024 and beyond. Our local Presbyterian Customer Service Center (PCSC) is here to help! We’re available 8 a.m. to 8 p.m., seven days a week (except holidays), from October 1 through March 31, and 8 a.m. to 8 p.m., Monday through Friday (except holidays), from April 1 through September 30. Members can reach the PCSC at the following numbers: Presbyterian Senior Care (HMO)/(HMO-POS), Presbyterian UltraFlex (HMO-POS), and Presbyterian MediCare PPO members call: (505) 923-6060 or 1-800-797-5343, TTY: 711 Presbyterian Dual Plus (HMO D-SNP) members call: (505) 923-7675 or 1-855-465-7737, TTY: 711 Other important numbers PresRN: (505) 923-5573 or 1-888-887-9917, TTY: 711 New Mexico Crisis and Access Line (for a behavioral health crisis): 1-855-662-7474 (1-855-NMCRISIS) DentaQuest: 1-888-278-7310 or visit www.dentaquest.com TruHearing: 1-866-202-0110 or visit www.truhearing.com Superior Vision: 1-800-879-6901 or visit www.superiorvision.com (for D-SNP members only) Routine Transportation (for non-emergency medical transportation): 1-855-774-7737 (for D-SNP members only) Over-the-Counter Benefit — Nations OTC: 1-833-746-7682 or visit www.nationsotc.com (for D-SNP and UltraFlex members only) Keep these numbers handy Quality Improvement Program
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