California
California CMC Achieves Highest Provider Satisfaction to Date
We always are looking for ways to enhance our working relationship with providers to increase satisfaction and offer outstanding service to members. Each year, Magellan develops new initiatives and methods designed to incorporate provider feedback into our best practices and decision-making processes. With these efforts in mind, we are happy to report that in 2009 the California Care Management Center’s* overall provider satisfaction rate increased to 96% from 93%** in 2008.
This rating is the highest to-date for the California Care Management Center and the fifth consecutive year that it has exceeded the Magellan standard of greater than 75% for overall provider satisfaction.
Overall, you told us that you were most satisfied with availability of clinical staff, consistency of decisions by clinical staff, coordination of care for clients in our intensive case management program and our provider publications. Although the language assistance services percentage did not have a statistically significant increase, it is noteworthy that providers gave this new required service a 100% satisfaction rating.
As a result of a taskforce established last year to address opportunities for improvement noted in the 2008 survey, satisfaction results also increased for our credentialing/contracting, claims, authorization, appeals, and complaint processes. In addition, you let us know that you liked the ease of referring members to other providers in the network and the promptness of our response to your call or contact.
Thank you to all providers who participated in the survey. Because your input is vital to improving how we do business, Magellan performs the provider satisfaction survey annually. Again, we are interested in your suggestions and encourage you to continue to tell us your thoughts every year through the survey process.
For national provider satisfaction survey results, be sure to read our feature article in this issue of Provider Focus.
*Two Magellan subsidiaries, Human Affairs International of California and Magellan Health Services of California, Inc. – Employer Services, operate out of the California Care Management Center.
**Please note that the 91% state-specific satisfaction rating reported in last year’s summary article was calculated by state and not care management center. The California Care Management Center numbers more accurately reflect center-specific provider initiatives and activities designed to enhance our provider relationships and improve member care.