High Member Satisfaction Scores Maintained in 2009
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 picture identifying areas of high performance—and, just as important, areas where we need to improve.
“We value our members’ input and consider their feedback when making important decisions about our processes and programs,” said Suzan M. Lumpkin, Magellan vice president of Evaluation and Outcomes.
A random sample of members during a three- to six-month period each year is 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.
The results of the surveys are compiled, analyzed and aggregated into a report that is shared with Magellan’s staff, existing and potential customers, and network providers. 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, though we still have room to please our members even more.
Overall Satisfaction with Magellan’s Services
Program |
Percent Satisfied |
Number of Respondents |
|---|---|---|
Behavioral Health |
|
|
--Health Plan |
92.6% |
6,162 |
--Employer |
92% |
2,713 |
--Public Sector |
86.5% |
4,643 |
EAP |
97.5% |
11,712 |
Providers continue to be instrumental in maintaining these high satisfaction ratings. This is demonstrated by the exceptional ratings received on the 2009 provider-related member satisfaction results and testimonials.
Provider-Specific Results
Provider-Related Survey Items |
EAP |
Health Plan |
Employer |
Public Sector |
|---|---|---|---|---|
Overall satisfaction with therapist |
97.5% |
94.5% |
96% |
88.6% |
Convenience of appointment times |
96% |
91% |
95% |
83.6% |
Treated with courtesy and respect/helpfulness |
97.6% |
96.9% |
94.4% |
92.5% |
Member Outcomes |
|
|
|
|
Helped by services received/better able to care for self |
97.7% |
90.9% |
96.5% |
77.7% |
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):
Health Plan
- Including members’ family or friends in counseling or treatment
- Suggesting that members attend self-help or consumer-run programs such as clubhouses and drop-in community support centers.
Employer
Across-the-board improvements were noted in employer member satisfaction.
Public Sector
While we noted significant improvement in providers suggesting that members attend self-help, consumer-run programs or support groups, we hope to see continued progress in this area.
We thank you for supporting our survey feedback efforts; we 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)
Southeast (DE, NJ, PA, GA, NC, SC, TN)
Southwest (TX, LA, IL, OK)
Tristate (IN, 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.
Sampling Method
Magellan draws its sample from the member data maintained in our care authorization and/or claims system. In general we include members age 18 or older who requested treatment within the 12-month sample time frame, and who were not surveyed during the previous 12 months.