Are MCOs adequately addressing member satisfaction needs?

Related to the member communication initiatives of MCOs is meeting member\patient satisfaction.

So are health plans addressing patient satisfaction as a top priority?

This is question, from our Managed Care Leadership Survey, stirs strong opinions from providers, payers and others.

For instance: “No. Major carriers are doing just enough to maintain their satisfaction levels. They are also building their own satisfaction surveys to give the impression that they are top notch. A better way would to use a consistent measure like CAHPS to monitor.”

“Yes. New rules and bonus payments”

“No. Too little in the way of real tools, peer to peer assistance”

“No. Growing limits on provider access and increased carveouts are creating growing member dissatisfaction.”

“Yes. Adequately, yes. Meeting expectations, probably not. All depends on the benchmarks one is willing to use to measure member satisfaction.”

Source: Managed Care Information Center

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Most Health Plans Provide Print Or Electronic Publications To Members, MCIC Survey Finds

The majority of health plans provide some form of publication for its members, according to “Managed Care Leadership Survey on Member Communications” by the Managed Care Information Center.

Communication is integral in today’s pay for performance incentive environment. That’s why it’s an important activity to measure.

Some 67.7 percent of respondents reported that they produce a publication.

Of those who produce a publication for members, almost 26 percent reported the publication is in an “electronic” form. Print publications are done by 42 percent of those responding, while 3.2 percent reported they communicate both electronically and in print.

Do you have a publication for members?

Yes – 67.7%
No -32.3%

If yes, is it:
Print – 41.9%
Electronic – 25.8%
Other – 3.2%

Source: Managed Care Leadership Survey on Member Communications, Managed Care Information Center.