CHIP Quality and Access of Care

Performance measures represent two to four questions asked in the survey. These questions are on a scale that includes "never", "sometimes", "usually", and "always". The charts show the percentage of members who gave their plan a score of "usually" or "always" on these performance measures.

REMEMBER: Differences between HMOs may be caused by differences in performance OR by differences in data collection.

Getting Care Quickly

Molina	PEHP	CHIP Average	National Average
82.27%	84.5%	83.4%	78.1%

 

 

 

Questions that make up: Getting Care Quickly

• In the last 12 months, when you called during regular office hours, how often did you get the help or advice you needed for your child?
• In the last 12 months, when your child needed care right away for an illness, injury, or condition, how often did your child get care as soon as you wanted?
• In the last 12 months, not counting the times you needed health care right away, how often did your child get an appointment for health care as soon as you wanted?
• In the last 12 months, how often was your child taken to the exam room within 15 minutes of his or her appointment?

 

How Well Doctors Communicate

Molina	PEHP	CHIP Average	National Average
92.3%	95.6%	93.9%	90%

 

 

 

 

Questions that make up: How Well Doctors Communicate

• In the last 12 months, how often did your child’s doctors or other health providers listen carefully to you?
• In the last 12 months, how often did your child’s doctors or other health providers explain things in a way you could understand?
• In the last 12 months, how often did your child’s doctors or other health providers show respect for what you had to say?
• In the last 12 months, how often did doctors or other health providers spend enough time with your child?

 

Customer Service Experience

Molina	PEHP	CHIP Average	National Average
95.8%	96.5%	96.2%	72.5%

 

 

 

Questions that make up: Customer Service

• In the last 12 months, how much of a problem, if any, was it to find or understand this information?
• In the last 12 months, how much of a problem, if any, was it to get the help you needed when you called your child’s health plan’s customer service?
• In the last 12 months, did you have to fill out any paperwork for your child’s health plan?
  OR
• In the last 12 months, how much of a problem, if any, did you have with paperwork for your child’s health plan?

 

Getting Needed Care

Molina	PEHP	CHIP Average	National Average
95.6%	97.1%	96.4%	80.7%

 

 

 

Questions that make up: Getting Needed Care

• Since your child joined his or her health plan, how much of a problem, if any, was it to get a personal doctor or nurse for your child you are happy with?
• In the last 12 months, how much of a problem, if any, was it to see a specialist that your child needed to see?
• In the last 12 months, how much of a problem, if any, was it to get the care, tests, or treatment you or a doctor believed necessary?
• In the last 12 months, did you need approval from your child’s health plan for any care, tests, or treatment?
  OR
• In the last 12 months, how much of a problem, if any, were delays in health care while you waited for approval from your child’s health plan?

 

Courteous/ Helpful Office Staff

Molina	PEHP	CHIP Average	National Average
92.7%	96.8%	94.8%	90.2%

 

 

 

Questions that make up: Courteous/ Helpful Office Staff

• In the last 12 months, how often did office staff at your child’s doctor’s office or clinic treat you and your child with courtesy and respect?
• In the last 12 months, how often were office staff at your child’s doctor’s office or clinic as helpful as you thought they should be?