Member Satisfaction Results Demonstrate …
Magellan’s Quality Philosophy is More Than Just Lip Service
At Magellan, quality is our top priority. We have many approaches and tools to monitor our services and outcomes, but none as compelling as our member satisfaction surveys. Magellan conducts an annual survey of members who have accessed services, and uses the results to illustrate a comprehensive picture identifying areas of high performance—and, just as important, areas where we need to improve.
“All the services were very easy to use, which was very helpful during a time of great stress. My therapist did a great job and I felt ‘well insured’ with Magellan.” --Member Comment, Health Plan Solutions, (2008 survey)
A random sample of members during a three- to six-month period are asked to respond to questions about various aspects of their experience—customer service, access, acceptability and availability of care provided by both Magellan and you—our network providers. Additionally we ask members to rate their level of progress and willingness to continue using services.
Magellan frequently uses a combination of mail and/or Web-based methods to survey members accessing behavioral health services. Our employee assistance program (EAP) surveys are personally distributed to members by their providers at the time of the appointment.
"I feel that the counselor that I had at [facility] was wonderful. She always listened to what I had to say and never judged me in my decisions... She wasn't only my counselor, she became my friend. Thanks for helping me get control back of my life." --Member Comment, Public Sector, (2008 survey)
The results of the surveys are compiled, analyzed and aggregated into a report. Magellan’s quality improvement professionals and key members of the clinical and operations team review the results and devise and implement provider best practices and quality improvement opportunities.
As in previous years, we are thrilled to report that overall member satisfaction across the board remains high.
Overall Satisfaction with Magellan’s Services
Program |
Percent Satisfied |
Number of Respondents |
|---|---|---|
Behavioral Health |
|
|
--Health Plan |
93% |
5,915 |
--Employer |
91% |
2,872 |
--Public Sector |
86% |
5,204 |
EAP |
98% |
10,183 |
As illustrated by the following 2008 provider-related member satisfaction results and testimonials, providers are instrumental in maintaining these high satisfaction ratings.
Provider-Specific Results
Provider-Related Survey Items |
EAP |
Health Plan |
Employer |
Public Sector |
|---|---|---|---|---|
Overall satisfaction with therapist |
98% |
95% |
95% |
87% |
Convenience of appointment times |
97% |
91% |
95% |
84% |
Treated with courtesy and respect/helpfulness |
97% |
97% |
95% |
92% |
Member Outcomes |
|
|
|
|
Helped by services received/better able to care for self |
98% |
91% |
95% |
80% |
Opportunities for Improvement
Along with overwhelmingly positive results, the survey revealed areas that are not quite in-line with member expectations. We look forward to working with you to address those items that present the greatest opportunities for improvement, which include the following (by program type):
Sampling method
Magellan draws its sample from the member data maintained in our care authorization and/or claims system and include members who are 18 years of age or older who:
- Requested treatment within the 12 month sample time frame
- Did not request that we not survey them
- Were not surveyed during the previous 12 months.
Where possible, a simple random sample of members is drawn, selecting sample sizes designed to meet the acceptable statistical requirement for a Power of .80 and a precision level of 95 percent confidence, with a margin of error of +/- 5 percent. Additionally, we consider factors such as response rates from previous surveys, the rate of bad addresses in a database, the composition of the population of interest, the opt-out rate, and any other factors that might impact the number of estimated responses to be received and thus the size of the sample required to be surveyed.
Health Plan
- Improving member satisfaction with treatment in a hospital facility setting / working with the member on a discharge plan
- Talking to members about including family and friends in their treatment/counseling
- Increasing therapist accessibility by phone
- Suggesting self-help, consumer-run programs or support groups
Employer
- Although satisfaction is still high and results remain positive, member satisfaction surrounding therapist access by phone and convenient appointment times slipped slightly.
Public Sector
- Explaining how to file a compliant or grievance
- Decreasing the extent to which members are bothered by their symptoms
- Suggesting members attend self-help, consumer-run programs or support groups.
We thank you for supporting our survey feedback efforts, and are extremely pleased with the positive results overall.
Care Management Center-Specific Results
For information on survey results for your geographic area, click the link to your care management center below.
California -- EAP, employer managed care, and WHA
Michigan
Northeast (CT, NJ, NY, VT)
Southwest (TX, LA, IL, OK)
Tristate (IN, OH, WV, NV, MD, DC, VA)
Some Magellan Care Management Centers listed above may manage services for health plan, employer and public sector customers not located in the same geographic area as the service center. Check the state listings in parentheses to be sure you’re reading all the information relevant to you in serving your Magellan members.