QI Report
Overall Provider Satisfaction Remains High
More than 91 percent of network providers responding to our annual survey in 2009 indicated that they were satisfied with Magellan overall. This is the fifth consecutive year we received an overall rating of 90 percent or better.
We appreciate your response to our requests for feedback. We want you to know that both nationally and locally, Magellan’s network services, claims and quality improvement staff review survey results and consider them an important tool to target areas for improvement each year.
Nationwide results from the 2009 provider satisfaction survey reveal that providers are most satisfied with the following services, consistently at the top of the list:
- Magellan publications (i.e., provider handbook, Provider Focus newsletter) (95.1 percent)
- The professionalism of our clinical reviewer(s) (92.4 percent)
- Consistency of decisions by Magellan’s clinical staff (92.3 percent)
- Ease of referring to other providers in the network (91.7 percent)
- If you have a client(s) in the intensive case management program (ICM), satisfaction with the overall program and the coordination of your client's care (91.5 percent) – a new question added in 2009.
We are especially pleased to report your high satisfaction and Magellan’s significant improvement during the past year in:
- Credentialing/Contracting (93.4 percent)
- Claims administration:
- Accuracy of claims payments (92.8 percent)
- Satisfaction with electronic claims submission (90.3 percent)
- Timeliness of claims payment (90.0 percent)
- The MagellanHealth.com/provider website (90.2 percent).
Even though satisfaction improved significantly in many of the following areas this year, we continue to work to further improve your satisfaction with:
- Contacts made to Magellan regarding complaints
- Contacts made to Magellan regarding appeals
- Scheduling peer to peer reviews
- How clinical rationale for decisions is articulated/explained
- Authorizations.
We are so pleased to see increases in provider satisfaction related to the MagellanHealth.com/provider website and indications that many more of you are taking advantage of our website to conduct business transactions with Magellan. The number of provider initiated transactions on the Magellan website rose again this year (5.67 million in 2008 to 6.17 million in 2009). However, 39.8 percent of our survey respondents told us they never used the MagellanHealth.com/provider website and 54.7 percent said they conduct 10 percent or less of their business with Magellan using the Internet.
We encourage all of our providers to explore the secure, online tools offered on our provider website and evaluate the savings in time and resources that can be realized by ‘greening’ your business practices. We will continue to interact with you and listen to your specific feedback about our website as we work to make it even more helpful, user-friendly and efficient.
We value your input and extend our sincere thanks for taking time to complete our provider satisfaction survey.