Member and Provider Satisfaction Remain High
Magellan’s Southeast Care Management Center is pleased to report that satisfaction survey results for members and for providers remain high – with overall member satisfaction at 91.9 percent and overall provider satisfaction at 92.4 percent.
Member Satisfaction
Magellan noted improvements and high scores for the following member survey items:
- Was easy to find a therapist/counselor
- Office staff were courteous
- Office staff were helpful
- Was able to get the counseling/treatment necessary
- Therapist/counselor explained your treatment plan.
However, even though scores on the following items have increased, they still remain below our 80 percent satisfaction goal:
- How much of a problem, if any, was it to get through to a therapist/counselor by phone?
- Do you know how to file a complaint with Magellan?
- If your complaint or problem has been resolved, were you satisfied with the resolution?
Provider Satisfaction
Providers indicated high satisfaction with the following survey items:
- Timeliness of Magellan answering your call or contact
- Overall satisfaction with calls made to Magellan
- Satisfaction with opportunities to give input to Magellan
- Overall satisfaction with Magellan website.
Opportunities for improvement exist in the following areas:
- If you contacted Magellan with a concern, was it addressed in the initial contact?
- If you have called or written to file a formal complaint, satisfaction with ease and timeliness of Magellan’s complaint resolution process
- Do you have all of your new patients sign a consent form regarding contact with their primary care provider (PCP)?
- What proportion of your Magellan members’ PCPs did you initiate contact with when given permission.
We appreciate your great service and availability to Magellan members, which contribute to high member satisfaction. We also thank you for your continued participation in Magellan’s provider survey, which helps us gauge providers’ satisfaction and identify areas needing improvement.