Provider Satisfaction Results Reported
Results of the Northeast Care Management Center’s annual survey of providers in its commercial and Medicaid networks showed an overall provider satisfaction rate of 81.9 percent in 2009. In total, 1,077 providers gave us their feedback; which represents a 33.3 percent response rate.
Revisions to Survey Tool
The available responses to the questions in the 2009 survey varied from previous versions of our survey (including adding a “neutral” category), thereby affecting the number of responses considered “positive” satisfaction. Our overall satisfaction goal was adjusted accordingly – to greater than or equal to 70 percent – which was met.
Key Findings
Highest-scoring survey items included satisfaction with the credentialing/contracting process, the professionalism of clinical reviewers, and timeliness of communicating authorization decisions. We are pleased to have served you well in these areas.
However, you indicated lower satisfaction with how we handle certain functions, such as appeals and complaints.
Thank you for your feedback! It is valuable to us in keeping our attention on areas that represent opportunities for improvement. We hope that our 2010 survey results will show that we improved, and that you will see a positive difference in our services.
Be sure to read our feature article in this issue of Provider Focus for national provider satisfaction survey results.