Medicaid Adult Member Satisfaction Research
October 2001 - Executive Summary
|
Categories
|
Medicaid
2000 Average
|
VHP
2000
|
VHP
2001
|
Improved
over 2000
|
Significantly
Higher/Lower than Medicaid
|
Notes
|
| Health Plan |
65.50%
|
75.20%
|
75.60%
|
Yes
|
Yes
(Better)
|
Health
Plan in General rated 0-100
|
| Customer Service |
2.55
|
2.61
|
2.68
|
Yes
|
Yes
(Better)
|
Composite
Score
|
| No Problems with Written Material |
68.80%
|
75.60%
|
82.90%
|
Yes
|
Yes
(Better)
|
|
| No Problems Getting Help when Calling |
63.90%
|
72.30%
|
82.90%
|
Yes
|
Better
but not Significantly
|
|
| Call In |
20.60%
|
27.20%
|
35.30%
|
Yes
|
Yes
(Better)
|
%Members
Calling for Customer service
|
|
|
|
|
|
|
|
|
| Complaints |
12.80%
|
8.30%
|
4.70%
|
Yes
|
Yes
(Better)
|
%Members
Reporting Complaints
|
| Complaint was Solved to Member's Satisfaction |
76.00%
|
87.50%
|
90.00%
|
Yes
|
Yes
(Better)
|
|
| Complaint or Problem Still not Resolved |
34.10%
|
46.70%
|
23.10%
|
Yes
|
Better
but not Significantly
|
|
| HealthCare |
71.50%
|
78.90%
|
78.80%
|
No
|
Yes
(Better)
|
Perception
of Care Needed and How Quickly Care is Received
|
| Getting Needed Care |
2.62
|
2.68
|
2.75
|
Yes
|
Yes
(Better)
|
Composite
Score
|
| Getting a PCP |
71.00%
|
79.40%
|
78.60%
|
No
|
Yes
(Better)
|
These
Questions Refer to Members NOT having Problems in these Areas.
The High %'s Indicate Few Problems in these Areas for Members
|
| Getting a Referral |
67.50%
|
69.60%
|
77.10%
|
Yes
|
Yes
(Better)
|
|
| Getting Necessary Care |
76.80%
|
76.80%
|
81.50%
|
Yes
|
Yes
(Better)
|
|
| Getting Plan Approval |
78.40%
|
80.60%
|
87.70%
|
Yes
|
Yes
(Better)
|
|
|
|
|
|
|
|
|
|
| Getting Care Quickly |
2.27
|
2.22
|
2.29
|
Yes
|
Better
but not Significantly
|
Composite
Score
|
| Always or Usually Get Help when Calling Provider's Office |
81.60%
|
80.40%
|
87.00%
|
Yes
|
Yes
(Better)
|
|
| Always or Usually Get an Appointment for Routine or Regular Care |
81.20%
|
67.30%
|
84.00%
|
Yes
Significantly
|
Better
but not Significantly
|
|
| Members Waiting More than 15 mins Past Appointment Time (Smaller Number is Better in this Instance) |
66.40%
|
70.50%
|
59.90%
|
Yes
Significantly
|
Better
but not Significantly
|
|
|
|
|
|
|
|
|
|
| Personal Doctor and Specialist |
|
|
|
|
|
|
| Personal Doctor |
76.30%
|
85.70%
|
76.30%
|
Significant
Decline
|
Same
|
|
| Specialist |
75.80%
|
74.20%
|
77.80%
|
Yes
|
Better
but not Significantly
|
|
|
|
|
|
|
|
|
|
| How Well Doctor's Communicate |
2.48
|
2.61
|
2.65
|
Yes
|
Yes
(Better)
|
Composite
Score
|
| Doctor Always or Usually Listens Carefully |
86.70%
|
89.60%
|
92.80%
|
Yes
|
Yes
(Better)
|
|
| Always or Usually Explains Thing in a Way that the Member can Understand |
85.50%
|
89.60%
|
93.30%
|
Yes
|
Yes
(Better)
|
|
| Always or Usually Shows Respect for what Member has to Say |
88.00%
|
89.60%
|
92.30%
|
Yes
|
Yes
(Better)
|
|
| Always or Usually Spends Enough Time with Member |
82.20%
|
87.50%
|
91.80%
|
Yes
|
Yes
(Better)
|
|
|
|
|
|
|
|
|
|
| Courteous and Helpful Office Staff |
2.57
|
2.66
|
2.70
|
Yes
|
Yes
(Better)
|
Composite
Score
|
| Always or Usually Treated with Courtesy and Respect |
91.20%
|
92.40%
|
95.70%
|
Yes
|
Yes
(Better)
|
|
| Staff is Always or Usually as Helpful Member Felt they should be |
86.00%
|
90.50%
|
91.80%
|
Yes
|
Yes(Better)
|
|
|
|
|
|
|
|
|
|
| Advising Smokers to Quit |
|
|
|
|
|
|
| Smokers in Member Population (Defined as any Member who has Smoked more than 100 Cigarettes in their Life) |
52.60%
|
Not
Available
|
46.20%
|
|
Yes
(Better)
|
|
| Of Members who Smoked 100 Cigarettes |
|
|
|
|
|
|
| Smoke Every Day |
70.40%
|
|
58.60%
|
|
Yes
(Better)
|
|
|
Quit Smoking for Over 6 Months |
86.40%
|
|
87.20%
|
|
Better
but not Significantly
|
|
| Doctor Advised Member to Stop Smoking on at Least one Visit |
62.80%
|
|
65.20%
|
|
Better
but not Significantly
|
|
