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. This year, the Northeast Care Management Center surveyed providers in our clinical network by mailing surveys along with offering an online survey option to 4,520 providers who received an authorization for service in 2007; we received an overall response rate of 21.2 percent. Overall, providers’ satisfaction with us was 85.2 percent, representing a decrease from 89.3 percent last year.
“We are happy to have served providers well in many areas; but, results also indicate we can still do better in others,” says Lori Ann Kastner, manager of quality improvement and accreditation at the Northeast Care Management Center. “For example, although providers’ satisfaction with calls made to us about claims (77.9 percent) and the amount of administrative work related to claims/reimbursement (76.7 percent) increased from last year’s scores, they are still well below where we would like them to be.”
2007 Provider Satisfaction Survey Results (PDF)
According to Kastner, the 2007 results will be presented to the Northeast Care Management Center’s Quality Improvement Committee and Stakeholders Quality Improvement Group (SQIG), to review and formally identify opportunities for improvement. A work group is then formed to address opportunities for improvement and develop interventions.
Your participation in Magellan 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.