Provider Satisfaction Survey Results Released
Because your input is vital to improving how we do business, Magellan* assesses your satisfaction annually through our Provider Satisfaction Survey. In 2007, the California Care Management Center surveyed providers in our clinical network using a mail-out and fax-back method, along with an online survey option to providers who received an authorization for service in 2007. While the actual survey return rate declined from 31 percent in 2006 to 24 percent in 2007, Web response significantly increased in 2007 from that in prior years.
Overall, providers’ satisfaction with the services provided by Magellan remained consistent at 90 percent or better.
Key areas addressed in the survey included: overall satisfaction with Magellan, claims payment and reimbursement, credentialing, provider service line, overall satisfaction with our service center staff, utilization management and communication, education and outreach.
With two exceptions, satisfaction in all questions remained high and/or significantly increased over the past three years. “Of particular note, is the 96 percent satisfaction with availability of clinical staff and with the consultation provided by our clinical staff,” according to Pat Waldhanz, quality improvement director. “However, we have identified several key areas important to providers to achieve even higher satisfaction in 2008,” says Waldhanz.
Our focus for additional improvement in 2008 includes:
- Timeliness in answering provider calls or contacts
- Satisfaction with calls about claims
- Timeliness of claims payments by Magellan
- The amount of administrative work related to claims/reimbursement.
2007 Provider Satisfaction Results (PDF)
According to Waldhanz, the 2007 results will be presented to the California Care Management Center’s Provider Advisory Group, Quality Improvement Committee and other key stakeholders to review and formally provide input into how we can improve your satisfaction with us.
Your participation in our provider satisfaction surveys continues to provide valuable insight into the areas of behavioral health care and health care management that are important to you, and we thank you for helping us improve our processes.
Be sure to read our feature article in this issue of Provider Focus for national provider satisfaction survey results.
*Two Magellan subsidiaries, Magellan Health Services of California, Inc. -- Employer Services and Human Affairs International of California, operate out of the California Care Management Center.