Overall Provider Satisfaction Reaches Highest Level Ever
Nearly 92 percent of network providers responding to our annual survey in 2008 indicated that they were satisfied with Magellan overall. This represents the highest overall score Magellan has ever received from providers.
This is the fourth consecutive year we received an overall rating of 90 percent or better. Thank you for responding to our requests for feedback. We are happy to have served you well in many areas, but more importantly, we want you to know that we continue to use the survey results as an important tool to target areas for improvement each year.
Results from the 2008 provider satisfaction survey reveal that providers are most satisfied with:
- Provider Focus newsletter (97.5 percent)
- Provider Handbook (96.3 percent)
- Magellan’s language assistance program (96.2 percent)
- Availability of clinical staff (94.4 percent)
- Time it took for Magellan to credential/re-credential you after you submitted completed materials (93.4 percent)
- Consultation provided by clinical staff (93.2 percent)
- Consistency of decisions by clinical staff (93.0 percent)
- Ease of referring to other providers in the network (90.1 percent).
We continue to work to improve your scores in other areas, such as satisfaction with:
- Contacts made to Magellan regarding complaints
- Contacts made to Magellan regarding appeals
- Ease and timeliness of the complaint resolution process.
We also hope to increase the number of providers taking advantage of the secure, online tools offered on this provider website. Even though the number of provider-initiated transactions on the website rose from 3.86 million in 2007 to 5.67 million in 2008, and 89 percent of respondents indicate overall satisfaction with the site, only 68 percent of survey respondent say they are willing to use the Internet to do business with us. Throughout the year, we listen to your specific feedback about our website and work to make it even more helpful, user-friendly and efficient, which includes adding and/or improving secure online tools and resources regularly.
We value your input and extend our sincere thanks for taking time to complete our provider satisfaction survey.