OCR Text |
Show experts. An initial review of existing consumer satisfaction survey instruments was conducted by a group of survey experts in the Department of Health. The recommendations from this group were then presented to a larger advisory committee, comprised of representatives from the health plans, Division of Health Care Financing, the Office of Health Data Analysis, Health Data Committee, and other Department of Health staff. Of the five Medicaid-contracted HMOs, three were already using the NCQA instrument for internal purposes, one was using a GHAA-based instrument, and one had not adopted any of the nationally-recognized instruments. A consensus was reached to adopt the NCQA instrument with modifications, including addition of questions targeted to the Medicaid population. The survey instrument contained the following items relating to the performance and quality of the health plan or care: 1. Satisfaction ratings - specific aspects of care or plan: Aspects of care associated with actual encounter with provider: • The thoroughness of treatment • The attention to what enrollee has to say • Amount of time with doctors or staff • The outcomes of enrollee's medical care • How well enrollee's needs are met • How well different people and departments communicate • Overall quality of care • Thoroughness of exam and accuracy of diagnosis • Thoroughness of explanations • The friendliness of doctors and staff • Advice about ways to avoid illness • Sensitivity to cultural or religious background Satisfaction with aspects of care associated with plan coverage: • The range of services covered by health plan • Information about covered services • Coverage for preventive care • Availability of medical advice by phone Satisfaction with aspects of care associated with appointments: • Ease of making an appointment • Waiting time between setting appointment and visit Satisfaction with aspects of care associated with provider choice: • The number of doctors to choose from • The ease of choosing a personal physician Satisfaction with aspects of care associated with physical access: • Convenience of the location of doctor • Access to services - evenings and weekend 2. Overall measures of satisfaction and perceived health plan quality and performance: • Overall satisfaction with health plan, all things considered • Intention to switch • Would recommend to family or friends • Change in overall performance 3. Perceived problems: • Delays in getting medical care while waiting for approval • Not getting medical care that doctor believes is necessary • Difficulty in getting referral to specialist desired 4. Other experiences that reflect health plan performance: • Making appointments • Waiting time between appointment and actual visit • Waiting time in the provider's office • Having called or written with complaints • Resolution of complaints In addition, the survey also collected information on the enrollees' health status, socio-demographic characteristics, health care utilization and length of enrollment in the health plan. 16 Utah's 1996 Survey of Enrollees |