In our most recent provider survey, practice leaders and their team members told us what is working, what is getting in the way, and where they need us to move faster. Their feedback points to a simple truth: value-based care operations work best when practices can trust the data, understand the financial model, and get practical support before small issues become big barriers.

Listening Is Only the Starting Point

A strong survey score tells us we have earned trust with many practices. But trust is not something we get to bank and forget. It must be protected through the way we show up every day.

Equality Health earned a +53 Net Promoter Score, which means far more providers would recommend working with us than not. Just as important, 82% of respondents said they plan to stay enrolled with us. Those numbers tell us providers see value in the partnership — and they expect us to keep improving.

But the comments behind the numbers matter just as much. Providers told us they value responsive account teams and practical coaching. They also told us where we need to improve: cleaner patient attribution in CareEmpower®, clearer payment expectations, and a smoother onboarding experience for new practices.

What We Heard, and What We Are Doing Next

Practices Need Data They Can Trust

When patient worklists include members who have changed primary care providers, cannot be reached, or are not actively connected to the practice, teams lose time. That time should be spent on patients who need outreach, preventive care, chronic condition support, or help after a hospital visit.

What we are doing next: We are prioritizing CareEmpower workflow improvements that help reduce noise in active worklists. That includes better handling for members flagged as “Changed PCP” or “Unable to Contact,” along with a stronger quarterly reconciliation process with payer partners.

Our goal is simple: help practices spend less time sorting through records that need review and more time acting on the right care opportunities.

Practices Need Clearer Financial Expectations

Providers also told us that financial support needs to be easier to understand. Timely payments matter, but predictability matters too. Practices need plain-language explanations of how payments are calculated, what may affect quarterly results, and which actions connect to performance.

What we are doing next: We are developing clearer resources on our activity-based payment methodology, along with live Q&A sessions for practices that need more support. These conversations will focus on what changed, why it changed, and what practices can do next.

Value-based care should not feel like a guessing game. We are working to make the model easier to understand and easier to act on.

Practices Need Support That Shows Up Early

The survey also showed that providers value real, responsive support. Nearly eight in 10 respondents gave high marks to the coaching and help they receive from our account teams. That tells us our people are making a difference — especially when they help practices solve problems, understand next steps, and keep value-based care work moving.

We also heard that onboarding needs to be tighter. Some practices need earlier introductions, clearer next steps, confirmed portal access, and better visibility into when patient data will be ready.

What we are doing next: We are strengthening the first 90 days of the provider experience with clearer handoffs, named contacts, and structured check-ins. New practices should know who to call, what to expect, and how to begin using CareEmpower before the work piles up.

How This Works in Practice

One example is a cleaner CareEmpower worklist review. Practice teams can flag members who have changed primary care providers or cannot be reached, then bring repeated attribution issues to their next Practice Performance Advisor check-in. That simple step helps reduce noise, focus outreach, and give payer partners clearer information for roster reconciliation.

Better Means Acting on What We Hear

Provider feedback is not just a scorecard. It is a roadmap.

We are proud that 82% of surveyed providers indicated continued enrollment with Equality Health. But that is also a responsibility. Providers are choosing to keep working with us because they see the value. Now we have to keep making the work easier.

We are Dedicated to Better when we listen with humility, act with urgency, and simplify value-based care for the practices serving historically under-resourced communities. Better is not a slogan. It is the work ahead.