2007 Member Satisfaction Results Released
Each year the Magellan* California Care Management Center surveys its member populations on their satisfaction with access, care and services provided. We are pleased to report that for all three member populations – Western Health Advantage (WHA) HMO, employer managed care, and EAP – overall satisfaction was 90 percent or better in 2007.
We survey our members for satisfaction in areas such as:
- Access to services including: access to providers with a preferred language other than English, age, gender, race/ethnic background; appointment and office wait times; office location; utilization management processes affecting access
- Treatment received including: confidentiality, medication explanation (where appropriate), treatment experience
- Complaint filing
- California Care Management Center staff response, knowledge, courtesy.
Our WHA members’ overall satisfaction was 91 percent. These members were most satisfied (90 percent or better) with: therapist age, gender, skills, ethnic background and language; therapist care management; minimal office wait time; staff response, knowledge and courtesy.
Our EAP members’ overall satisfaction was 97 percent. These members were very satisfied (96 percent or better) with: helpfulness of EAP sessions; overall provider service; ease of reaching provider; provider location and office hours.
Our employer managed care members’ overall satisfaction was 91 percent. These members were most satisfied (89 percent or better) with: quality of therapist; promptness of therapist; ease of access; helpfulness of services; staff response, knowledge, courtesy and correct administration of benefits.
Nevertheless, as always, opportunities for improvement exist. Member satisfaction with inpatient hospitalization ranged between 80 to 85 percent in terms of overall experience, and courtesy, responsiveness, and perceived competence of facility treatment staff. We are sharing these results with our most-used facilities so we may collaborate on actions to improve future results.
“We appreciate all our providers do to deliver high-quality service to members. Your efforts contribute greatly to our members’ satisfaction,” said Pat Waldhanz, MN, quality improvement director for the California Care Management Center.
*Two Magellan subsidiaries, Magellan Health Services of California, Inc. -- Employer Services and Human Affairs International of California, Inc., operate out of the California Care Management Center.