Aspects of health plan and care evaluated in this survey:
Measures of satisfaction evaluated in this brochure
- All things considered, how satisfied are enrollees with health plans
- Enrollee’s intention to switch health plans next opportunity possible
- Would enrollees recommend a health plan to friends and family members
- The outcomes of enrollee’s medical care
- How well medical care meets enrollee’s needs
- How well people and different departments communicate in order to provide care and services
- The range of services covered by health plans
- The number of doctors enrollees have to choose from
- Ease of choosing personal physicians
Satisfaction measures associated with actual encounter with provider:
- The thoroughness of treatment
- Attention given to what enrollees have to say
- Amount of time with doctors and staff during a visit
- The thoroughness of examinations and accuracy of diagnoses
- The thoroughness of explanations about medical procedures, test results, or enrollee’s medication and
possible side effects
- Friendliness and courtesy...by doctors and staff
- Advice about ways to avoid illness and stay healthy
- Sensitivity...to cultural or religious background
Satisfaction measures associated with plan coverage:
- Information about covered services and how to access them
- Coverage for preventive care and routine visits
- Availability of medical information or advice by phone
Satisfaction measures associated with appointments:
- Ease of making an appointment for medical care
- Waiting time between day making appointment and day of visit
Satisfaction measures associated with physical access:
- Convenience of the location of doctor’s office
- Access to services during evening, nights, and weekends
Other measures of performance:
- Availability of information about costs of care
- Satisfaction with the part of premium enrollees pay for covered services
- Satisfaction with the amount enrollees pay out-of-pocket, such as co-payments, deductibles, or payments
for services not covered
- Delay in care while waiting for approval by health plans
- Difficulty in receiving care the doctor believes necessary
- Difficulty in getting referral to specialists
- Time for health plans to resolve enrollee’s complaint
- Waiting Time - Return call for medical advice
- Waiting Time - between making appointment and actual visit
- Waiting time - at the provider’s office with appointment
Contact the Office of Health Data Analysis (801) 538-7048 for more information.