The 2009 Member Satisfaction Survey did not have any changes from the 2008 survey.
Areas of interest include:
- Getting Needed Care
- Getting Care Quickly
- How well Doctors Communicate
- Customer Service
- Claims Processing
- Shared Decision Making
- Plan Information on Costs
- Health Promotion and Education
- Coordination of Care
- Rating of Health Care
- Rating of Personal Doctor
- Rating of Specialist
- Rating of Health Plan
Optima Health conducts three surveys: one for our Commercial HMO/POS members, one for our Medicaid members and for the first time a survey for our Commercial PPO members.
Here are some of the results of this year’s survey:
Commercial HMO/POS
- 88.2% overall satisfaction with Optima’s customer service
- 90.1% overall satisfaction with Optima’s claim processing
- 82.3% overall satisfaction with member’s personal doctor
- 77.4% overall satisfaction with member’s specialist
- 70.5% overall satisfaction with Optima Health
Commercial PPO
- 77.7% overall satisfaction with Optima’s customer service
- 82.1% overall satisfaction with Optima’s claim processing
- 86.6% overall satisfaction with member’s personal doctor
- 86.5% overall satisfaction with member’s specialist
- 57.6% overall satisfaction with Optima Health
Medicaid
- 84.1% overall satisfaction with Optima’s customer service
- 81.5% overall satisfaction with member’s personal doctor
- 85.5% overall satisfaction with member’s specialist
- 82.1% overall satisfaction with Optima Health
The above percentages represent the number of members who gave the above questions an 8, 9 or 10 on a scale of 0-10.