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Member Satisfaction Survey
The results of a 2007 member satisfaction survey indicate that Health Advantage continues to perform well with its members.
Results
The survey, meeting requirements of the National Committee for Quality Assurance (NCQA), revealed the following results:
- 94 percent of members were satisfied that their claims were handled quickly; and 96 percent were satisfied that their claims were handled correctly. View chart.
- More than nine out of 10 doctors or other health care providers are perceived usually or always to listen carefully to their patients and explain things in a way that the patient could understand. View
chart.
- More than nine out of 10 doctors or other health care providers usually or always show respect for what the patient had to say and spend enough time with their patients. View chart.
- Overall, on a scale of 0 to 10, where 10 is the best possible health care, 91 percent of respondents gave their health care a 6 or higher. View chart.
- On a scale of 0 to 10, where 10 is the best possible health plan, 91 percent of respondents gave their health plan a rating of 6 or higher. View chart.
- On a scale of 0 to 10, where 10 is the best personal doctor or nurse, 93 percent gave their personal doctor or nurse a 6 or higher. View chart.
- On a scale of 0 to 10, where 10 is the best specialist doctor or nurse, 95 percent gave their personal doctor or nurse a 6 or higher. View chart.
What Counts Most to Members
Based upon additional analysis of the survey results, the following service factors were determined to be the biggest predictors and drivers of members' overall satisfaction with the health plan:
- HealthConnect Blue – members are commenting on the helpful reference information available for their medical conditions and the use of the health coaches.
- Questions or problems resolved on the first call or contact with Health Advantage;
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Claims handled correctly;
- Self-service availability anytime either through a Web site or calling Customer Service. NOTE: Both of these services are available to Health Advantage members, go to
My Blueprint or call Health Advantage at 1-800-843-1329.
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