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Member Satisfaction Survey
The results of a 2010 member satisfaction survey indicate that Health Advantage continues to perform well and provide services with high satisfaction for members.
Results
The survey, meeting requirements of the National Committee for Quality Assurance (NCQA), revealed the following results, four years of survey results are presented with each chart:
- On a scale of 0 to 10, where 10 is the best personal doctor or nurse, 93.9 percent gave their personal doctor or nurse a 7 or higher. View chart.
- On a scale of 0 to 10, where 10 is the best specialist, 91.8 percent gave their specialist a 7 or higher. View
chart.
- More than nine out of 10 doctors, nurses or other health care providers are perceived usually or always to communicate well with their patients. View chart.
- Nearly ninety percent of members were satisfied with Health Advantage Customer Service. View chart.
- 95 percent of members were satisfied with Health Advantage Claims Processing. View chart.
- Overall, on a scale of 0 to 10, where 10 is the best possible health care, 90.7% percent of respondents gave their health care a 7 or higher. View chart.
- On a scale of 0 to 10, where 10 is the best possible health plan, 86% percent of respondents gave their health plan a rating of 7 or higher. View chart.
What Counts Most to Members — Putting Members First!
Based upon additional analysis of the survey results, the following service factors were determined to be significant drivers of members’ overall satisfaction with their health plan:
- HealthConnect Blue – members are commenting on the helpful reference information available for selecting a health care professional, their medical condition and treatment options.
- On line access to their Personal Health Records
- Self-service availability anytime through the Health Advantage Web site.
NOTE: These services are available to Health Advantage members; go to My Blueprint for easy registration, authentication and access!
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