Managed Health Services (MHS) began conducting semi-formal, intermittent surveys of its members during the third quarter of 2009 in an effort to improve MHS’ Consumer Assessment of Healthplan Providers and Systems (CAHPS) member satisfaction survey ratings for 2010. In the first quarter 2010, members responded to questions developed to assess their perceptions with regard to their happiness with MHS doctors, their likelihood to remain MHS members, interaction with the MHS call center, access to medical care, and outreach and counseling received on tobacco product cessation.

The survey results for the first quarter 2010 for key provider-related questions reflected:

• Members were highly satisfied with the MHS program and indicated they were happy with the outcome of the phone calls they placed to MHS (86%), happy with their MHS doctors (86%) and were likely to keep MHS in the future (84%).
• Members indicated their doctors were compassionate and genuinely cared about their well being. The small group of members reporting lower levels of satisfaction were unhappy with the distance they had to travel to the doctor’s office, unhappy with the wait times at the office or trying to make an appointment or unhappy because the doctor couldn’t assist them with their condition.
• Members were satisfied with the amount of time they had to wait for an appointment (88%). Overall, members indicated they could get same-day appointments (10%).
• Only three in ten members thought their visit to their doctor could have been better. The reasons most often given were long office wait times and that the doctor could have spent more time with them or could have done a better job explaining their condition and treatment plan.
• 39% of members reported using tobacco.
• 74% of those who indicated current tobacco use reported being advised by their doctor to stop tobacco use or receiving information regarding cessation.
  MHS recommends referring members who want to stop using tobacco to the Indiana Quitline at 1-800-QUIT-NOW, www.indianatobaccoquitline.net

MHS thanks you for your efforts to provide quality care to MHS members. Together, we can continue to improve the health of Hoosiers. If you have any questions or comments regarding the above appointment standards, please contact your MHS Provider Relations Specialist, or call us at (877) 647-4848.

This entry is filed under Blog, Members, Providers.