Michigan
Provider Satisfaction Remains High
Ambulatory Follow-up Improvement
Provider Satisfaction Remains High
Because your input is vital to improving how we do business, Magellan assesses your satisfaction annually through our Provider Satisfaction Survey. This year, the Michigan Care Management Center surveyed providers in our State of Michigan clinical network by mailing out 1,836 surveys to providers who received an authorization for service in 2007; we received an overall response rate of 24 percent.
Overall provider satisfaction with Magellan remains high, however it decreased slightly from 96 percent in 2006 to 94 percent in 2007.
Provider Satisfaction Key Findings
|
Percent Satisfied 2007 |
Percent Satisfied 2006 |
|---|---|---|
Availability of clinical staff |
95.5% |
96.2% |
Credentialing/re-credentialing timeliness |
98.2% |
92.0% |
Helpfulness of the information received from Magellan |
95.1% |
93.9% |
The satisfaction rates above indicate that you were generally happy with the availability of our clinical staff. You let us know that we have improved in the areas of credentialing timeliness and providing helpful information. We are pleased to have served you well in these areas.
However, you also told us that you were not satisfied with the ease and timeliness of Magellan's complaint resolution process (51.2 percent satisfaction), and we would like to see your satisfaction with our MagellanHealth.com website (81.7 percent satisfied) at a higher level.
Your valuable feedback keeps our attention on areas that represent opportunities for improvement. Each of these areas has been the focus of quality improvement efforts at the Michigan Care Management Center and across Magellan. Specifically, during the past year, Magellan:
- Modified our complaint handling procedure to improve resolution time
- Enhanced the MagellanHealth.com website in the areas of online claims submission and added a number of training modules with online demos of various Web transaction screens (see our feature article (LINK TO ONLINE TRAINING) on this topic)
- Continued our “one-call resolution” initiative to respond to your inquiries and concerns on the first call
- Instituted improvements to streamline our credentialing and re-credentialing processes.
Thank you to all providers who participated in the 2007 survey. We are interested in your feedback and encourage you to tell us your thoughts through the annual survey, at our provider forums and through our provider services line. It is our pleasure to find ways to continue to enhance our working relationship, so together we can provide outstanding service to members.
Be sure to read our national provider satisfaction survey results article in this issue of Provider Focus.