Satisfaction Survey Results

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Satisfaction Survey Results

• Enrollee
• Provider
• Disease Management

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Provider

• 1,298 practice sites were mailed surveys
• 574 Responded
• 44 Response rate (32.7 in 2007)
• Survey is administered by a third party vendor
  (Care Call)
• Survey consisted of 10 questions

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Provider Survey

• 1. I believe the ACCESS Plus Field Staff is
  knowledgeable about the ACCESS Plus program
• 2. I believe the Access Plus Field Staff is
  knowledgeable about the resources available to
  assist me in my practice.

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Provider Survey

• 3. I believe the ACCESS Plus Call Center Staff is
  knowledgeable about the ACCESS Plus program.

4. I believe the ACCESS Plus Call Center Staff is
helpful in providing assistance with appointment
scheduling and access to referral sources.
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Provider Survey

• 5. I believe the ACCESS Plus Provider Handbook is
  useful to my practice
• 6. I believe the ACCESS Plus Web site is useful
  to my practice.

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Provider Survey

• 7. I believe the ACCESS Plus monthly Panel Roster
  is useful to my practice.

8. I believe the disease management program is
useful to my practice and me.
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Provider Survey

• 9. I believe the disease management program
  useful to my patients.
• 10. I believe the McKesson staff that provides
  the disease management program is helpful and
  knowledgeable about the conditions.

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CAHPS Enrollee Survey (Adult)

• Random sample of 1,336 valid surveys sent
• 541 surveys completed via phone or mail (40.5
  response rate)
• 54 questions
• Survey is administered by a third party vendor
  (The Myers Group)

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Enrollee Survey
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Enrollee Survey
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Enrollee Survey
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(No Transcript)
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Enrollee Survey
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Enrollee Survey

• Key Opportunities
• Customer Service
• Getting Care Needed

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Disease Management Survey

• Survey administered to those consumers that have
  participated in a disease management program for
  at least 6 months
• Survey is administered by a third party vendor
  (Care Call)
• 11,355 people were eligible to be surveyed
• 6,270 were unreachable by phone (7 attempts)
• 5,227 completed the survey (83 of those reached
  on phone)
• 30 Questions

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Disease Management Survey
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Disease Management Survey

• Satisfaction with nurses ability to answer
  questions

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Disease Management Survey

• Overall satisfaction with the program

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Disease Management Survey
Responded Yes

• Does having the program available make you think
  more positively about your health coverage?

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Disease Management Survey

• Was the information and support provided by the
  nurse and in the program materials understandable
  and useful in managing your condition?

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Disease Management Survey
A Few of the Actions Being Taken

• Monthly review with corrective actions pertaining
  to DM clinical results
• Survey has been replaced by DMAA survey

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Questions