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Maryland Department of Health and Mental HygieneWB&A Market Research
Executive Summary
THE 2003 MARYLAND MEDICAID MANAGED CARE
CUSTOMER SATISFACTION SURVEY
Executive Summary
Prepared for:
Prepared by:
Date: September 2003
Job Number: 03-002
Maryland Department of Health and Mental HygieneWB&A Market Research 2
Executive Summary
Executive Summary
Background
As part of the federally required quality assurance plan, the Maryland Department of Health and
Mental Hygiene (DHMH) conducts annual surveys to measure adult and child enrollee
satisfaction with the services provided by the managed care organizations (MCOs) participating
in the HealthChoice Program, Medicaid’s managed care program.
For calendar years 1998 and 1999, DHMH conducted satisfaction surveys using the Consumer
Assessment of Health Plans (CAHPS®) survey instruments designed for the Medicaid managed
care population.
DHMH contracted with WB&A Market Research (WB&A), a National Committee for Quality
Assurance (NCQA) certified vendor, to conduct satisfaction surveys for the calendar years 2000,
2001, and 2002 using the CAHPS® Medicaid Satisfaction Survey for their HealthChoice adult
and child enrollees to determine their ratings of and experiences with the medical care they
receive.
In 2003, NCQA adopted the 3.0H version of the CAHPS® Medicaid Satisfaction Survey. As a
result, some of the survey results from 2001 and 2002, when the 2.0H version was
administered, are not trendable with the 3.0H version.
Methodology
The CAHPS® 3.0H surveys are a set of standardized surveys that assess patient satisfaction
with their experience of receiving care from their MCOs. The surveys contain question sets
covering such topics as enrollment and coverage, access to and utilization of health care,
communication and interaction with providers, interaction with health plan administration, self-
perceived health status and respondent demographics.
The CAHPS® 3.0H surveys were administered according to the protocol outlined by NCQA,
which utilizes two mailings and up to 15 follow-up Computer-Assisted Telephone Interviewing
(CATI) calls during a two month period.
Separate surveys were conducted for adults and children. The child surveys were conducted by
proxy, that is, the parent/guardian who knows the most about the sampled child’s health care
was asked the questions. Under the direction of the DHMH, the survey for child members
incorporated the measurement set to assess the experiences of care for special needs children
with chronic conditions.
Maryland Department of Health and Mental HygieneWB&A Market Research 3
Executive Summary
Executive Summary (cont’d)
Methodology (cont’d)
The following six MCOs participated in this survey:
AMERIGROUP Community Care (AMERIGROUP)
Helix Family Choice, Inc.
Jai Medical Systems, Inc. (Jai)
Maryland Physicians Care
Priority Partners
United Healthcare.
DHMH provided a list of eligible Medicaid members. To qualify, members had to be continuously
enrolled in the same MCO for five of the last six months. Adult members were classified as those
18 years of age and older, while child members were defined as those 12 years of age and
younger. WB&A was responsible for pulling a random sample of eligible members from each
MCO for participation in this survey, according to NCQA protocol.
Out of 9,720 adult and 16,775 child surveys mailed, a total of 2,771 adult and 6,740 child surveys
were completed for the 2003 study.
Additional information regarding the survey methodology can be found in the Detailed Findings
Report.
For the purpose of this report, certain terms are used to define the segments interviewed. The
term “child members” refers to the general population of randomly selected child members prior
to oversampling for children with diagnoses indicative of a probable chronic condition. The term
“CSHCN” refers to child members surveyed that met the criteria for Children with Special Health
Care Needs, and the term “non-CSHCN” refers to child members surveyed that did not meet
these criteria.
AMERIGROUP Helix Family
Choice Jai Maryland
Physicians Care Priority
Partners United
Healthcare
Adult Child Adult Child Adult Child Adult Child Adult Child Adult Child
Number mailed 1,620 3,490 1,620 2,081 1,620 734 1,620 3,490 1,620 3,490 1,620 3,490
Number returned 385 1,335 492 758 405 179 469 1,426 555 1,565 465 1,477
Response rate 24% 38% 30% 36% 25% 24% 29% 41% 34% 45% 29% 42%
Maryland Department of Health and Mental HygieneWB&A Market Research 4
Executive Summary
Executive Summary (cont’d)
Overall Ratings
Within the CAHPS® 3.0H survey, there are four global rating questions that reflect overall
satisfaction:
Rating of personal doctor or nurse
Rating of specialist
Rating of all health care
Rating of health plan.
Specifically, members were asked to rate each of these global rating questions using a “0 to 10”
scale, where a “0” means the worst possible and a “10” means the best possible.
The results in this section are reported as average ratings.
Please see pages 7 through 10 for specific individual MCO ratings.
Personal Doctor or Nurse
Across each of the MCOs, members still appear to be most satisfied with their personal doctor or
nurse. In fact, the survey shows for 2003 that on a scale of 0 to 10, members across all MCOs
rated their personal doctor or nurse between 8.3 and 9.2. This remains relatively consistent with
what was seen in the previous survey results. What follows are the results from the 2003 survey.
Average ratings among adult members ranged from a low of 8.3 to a high of 8.8. The
Maryland HealthChoice overall average among adult members was 8.5.
For child members, average ratings for their child’s personal doctor or nurse ranged
between 8.7 and 9.1. The Maryland HealthChoice overall average among child members
was 8.8.
Furthermore, average ratings across the MCOs among CSHCN members ranged between
8.8 and 9.21.
On the other hand, average ratings among non-CSHCN members ranged between 8.8 and
9.0 across each of the MCOs surveyed1.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
Maryland Department of Health and Mental HygieneWB&A Market Research 5
Executive Summary
Executive Summary (cont’d)
Overall Ratings (cont’d)
All Health Care
The survey shows for 2003 that on a scale of 0 to 10, members across all MCOs rated the health
care they received between 8.0 and 8.9. This remains relatively consistent with the previous
survey results. What follows are the results from the 2003 survey.
Among adult members, average ratings for the health care they received were between 8.0
and 8.4. The Maryland HealthChoice overall average among adult members was 8.2.
For child members, average ratings for the health care their child received were between
8.7 and 8.8. The Maryland HealthChoice overall average among child members was 8.8.
Among CSHCN members, average ratings for the health care their child received ranged
from a low of 8.6 to a high of 8.82.
Furthermore, non-CSHCN members rated the health care their child received between 8.7
and 8.92.
Specialist
The survey shows for 2003 that on a scale of 0 to 10, members across all MCOs rated their
specialist between 7.71 and 8.8, remaining relatively similar to the survey results from 2001 and
2002. What follows are the results from the 2003 survey.
Among adult members, average ratings for their specialist ranged from a low of 8.1 to a
high of 8.5. The Maryland HealthChoice overall average among adult members was 8.4.
For child members, average ratings for their child’s specialist ranged from a low of 7.91 to a
high of 8.7. The Maryland HealthChoice overall average among child members was 8.5.
Among CSHCN members, average ratings for their child’s specialist ranged between 7.71
and 8.82.
Furthermore, non-CSHCN members rated their child’s specialist between 8.0 and 8.82.
1Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.2The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
Maryland Department of Health and Mental HygieneWB&A Market Research 6
Executive Summary
Executive Summary (cont’d)
Overall Ratings (cont’d)
Health Plan
The survey shows for 2003 that on a scale of 0 to 10, members across all MCOs rated their
health plan between 8.0 and 8.7, which remains relatively consistent with the 2001 and 2002
survey results. What follows are the survey results from 2003.
Among adult members, average ratings for their health plan ranged from a low of 8.0 to a
high of 8.2. The Maryland HealthChoice overall average among adult members was 8.0.
For child members, average ratings for their child’s health plan ranged between 8.3 and
8.7. The Maryland HealthChoice overall average among child members was 8.6.
Among CSHCN members, average ratings for their child’s health plan ranged between
8.0 and 8.51.
Furthermore, among non-CSHCN members, average ratings for their child’s health plan
ranged between 8.4 and 8.71.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
Maryland Department of Health and Mental HygieneWB&A Market Research 7
Executive Summary
8.6
8.4
8.7
8.8
8.6
8.3
8.5
8.6
8.6
8.6
8.8
8.5
8.5
8.6
8.6
8.5
8.4
8.8
8.6
8.8
8.6
8.1
8.5
8.4
8.1
8.4
8.4
8.4
8.8
8.4
8.3
8.2
8.3
8.6
8.2
8.5
8.6
8.4
8.2
8.4
7.9
7.8
8.0
8.1
8.0
8.2
8.2
8.0
8.0
8.0
8.1
7.9
8.1
8.0
7.7
7.9
7.8
7.9
7.8
7.8
7.6
8.1
8.2
8.3
8.2
8.2
8.4
8.2
8.0
8.2
8.3
8.2
8.3
8.5
8.1
8.1
8.2
8.4
8.1
8.3
8.2
8.3
8.2
8.2
Executive Summary (cont’d)
AMERIGROUP
Helix Family Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Adult Members
Mean/Average Rating
Personal Doctor/Nurse Specialist
All Health Care Health Plan
HealthChoice Overall Average
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
CarePriority
Partners
United Healthcare
HealthChoice Overall Average
Note:The HealthChoice Overall Average was calculated from the ratings of all 6 Medicaid MCOs operating in Maryland and was weighted by plan enrollment.
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Executive Summary
9.0
8.8
8.9
9.1
8.9
8.7
8.8
8.8
8.5
8.8
9.2
8.9
8.5
8.7
8.9
9.0
8.9
9.0
8.9
8.7
8.9
8.7
8.4
8.5
8.1
8.3
8.5
8.6
8.4
8.6
8.4
8.5
8.5
8.4
8.2
8.7
8.4
8.4
7.9*
8.4
8.6*8.4*
8.5
8.6
8.6
8.3
8.5
8.7
8.6
8.6
8.4
8.7
8.4
8.6
8.4
8.5
8.5
8.1
8.7
8.7
8.5
8.3
8.5
8.8
8.7
8.7
8.8
8.7
8.8
8.8
8.7
8.7
8.7
9.1
8.8
8.7
8.7
8.9
8.8
8.6
8.5
8.8
8.9
8.7
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Child Members
Mean/Average Rating
Personal Doctor/Nurse Specialist
All Health Care Health Plan
HealthChoice Overall Average
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
CarePriority Partners
United Healthcare
HealthChoice Overall Average
Notes:The HealthChoice Overall Average was calculated from the ratings of all 6 Medicaid MCOs operating in Maryland and was weighted by plan enrollment.*Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.
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Maryland Department of Health and Mental HygieneWB&A Market Research 9
Executive Summary
8.1
8.4
8.3
8.0
8.5
8.4
8.4
8.2
8.6
8.6
8.4
8.4
8.3
8.3
8.6
8.4
8.3*8.3
8.9
8.9
8.9
9.2
9.0
8.8
8.9
8.6
8.9
8.7
8.8
8.8
9.0
8.8
9.0
9.3*8.3*
9.0
8.7
8.7
8.6
8.7
8.8
8.6
8.7
8.5
8.6
8.7
8.7
8.8
8.7
8.6
8.8
8.8
8.8*8.7*
8.3
8.8
8.4
8.4
8.4
8.4
8.1
8.5
8.5
8.4
8.6
8.6
8.4
8.5
7.7*8.5*8.4*
8.8
Health Plan
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
CSHCN Members
Mean/Average Rating
Personal Doctor/Nurse Specialist
All Health Care
Notes:The HealthChoice Overall Average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs. *Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
Maryland Department of Health and Mental HygieneWB&A Market Research 10
Executive Summary
Executive Summary (cont’d)
Non-CSHCN Members
Mean/Average Rating
8.7
8.7
8.6
8.4
8.6
8.7
8.7
8.6
8.8
8.4
8.7
8.5
8.7
8.5
8.7
8.1
8.6
8.7
9.0
8.8
8.9
9.0
9.0
8.8
8.8
8.6
8.8
9.2
9.1
8.5
9.0
9.1
9.1
9.2
8.9
8.8
8.9
8.9
8.8
8.9
8.7
8.8
8.8
8.7
8.9
9.2
8.9
8.7
8.9
9.0
8.9
8.4
8.8
8.9
8.8
8.1
8.6
8.2
8.0
8.3
8.5
8.5
8.5
8.5
8.3
8.9
8.7
8.4
8.7
8.1*8.8*8.4*
Health Plan
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Personal Doctor/Nurse Specialist
All Health Care
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
Notes:The HealthChoice Overall Average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs. *Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.
Maryland Department of Health and Mental HygieneWB&A Market Research 11
Executive Summary
Executive Summary (cont’d)
Composite Scores
Composite scores are groupings of several questions that measure similar aspects of health
care or health plan services and have the same response options. The following key areas
are composites of several questions:
Getting Needed Care is a composite score of four questions regarding whether it was a
big problem, a small problem or not a problem to find a personal doctor or nurse, to see
a specialist, to get necessary care, and to get care approved by the health plan without
delays.
Getting Care Quickly is a composite score of four questions regarding whether
members always, usually, sometimes or never received help over the phone, got an
appointment for health care, got an appointment for an illness, injury or condition, and
were taken to the exam room within 15 minutes of their appointment time.
How Well Doctors Communicate is a composite score of four questions regarding
whether providers always, usually, sometimes or never listened carefully to members,
explained things in a way they could understand, showed respect for what they had to
say, and spent enough time with them.
Courteous and Helpful Office Staff is a composite score of two questions regarding
whether medical office staff always, usually, sometimes or never were helpful to
members and treated them with courtesy and respect.
Customer Service is a composite score of two questions regarding whether it was a big
problem, a small problem or not a problem to get information they needed in written
materials from their health plan or on the Internet and to get help from customer service.
It is important to note that, in 2003, two of the questions within the composite measures for
Getting Needed Care and Getting Care Quickly are not trendable with the previous survey
results. Changes to these questions are substantial enough to significantly impact composite
results. Therefore, these composite scores for 2003 are not compared to the composite
scores in 2001 and 2002.
Overall, in 2003, the survey results suggest that each of the MCOs surveyed performed
adequately among all members on the following composite measures: Getting Needed Care,
Courteous and Helpful Office Staff, Customer Service, and How Well Doctors Communicate.
On the other hand, the survey results suggest that each of the MCOs surveyed did not
perform well among all members on the composite Getting Care Quickly in 2003.
Maryland Department of Health and Mental HygieneWB&A Market Research 12
Executive Summary
Executive Summary (cont’d)
Composite Scores (cont’d)
Getting Needed Care
Overall, the survey shows for 2003 that members across all MCOs gave the highest ratings to
this composite area. What follows are the results from the 2003 survey.
The percentage of adult members who reported having no problems getting needed care
ranged from 63% to 74%. The Maryland HealthChoice overall average for the
percentage of adult members who had no problems getting needed care was 69%.
For child members, the percentage who indicated that they had no problems getting
needed care for their child ranged from 71% to 80%. The Maryland HealthChoice overall
average for the percentage of child members who had no problems getting needed care
for their child was 77%.
Among CSHCN members, the percentage who reported having no problems getting
needed care for their child ranged from 67% to 79%1.
Furthermore, the percentage of non-CSHCN members reporting that they had no
problems getting needed care for their child ranged from 75% to 89%1.
Courteous and Helpful Office Staff
Overall, the survey shows for 2003 that the scores for this composite area remained relatively
consistent with the 2001 and 2002 survey results among members across all MCOs. What
follows are the results from the 2003 survey.
The percentage of adult members who said that the office staff were always courteous
and helpful ranged from 66% to 70%. The Maryland HealthChoice overall average for
the percentage of adult members who said that the office staff were always courteous
and helpful was 68%.
For child members, the percentage who indicated that the office staff were always
courteous and helpful ranged from 69% to 77%. The Maryland HealthChoice overall
average for the percentage of child members who said that the office staff were always
courteous and helpful was 75%.
Among CSHCN members, the percentage who said that the office staff were always
courteous and helpful ranged from 71% to 78%1.
Furthermore, the percentage of non-CSHCN members reporting that the office staff were
always courteous and helpful ranged from 69% to 78%1.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
Maryland Department of Health and Mental HygieneWB&A Market Research 13
Executive Summary
Executive Summary (cont’d)
Composite Scores (cont’d)
Customer Service
In general, the survey shows for 2003 that members across all MCOs rated this composite
area similarly to what was seen in the previous survey results. What follows are the results
from the 2003 survey.
The percentage of adult members who reported having no problems with their plan’s
customer service ranged from 65% to 77%. The Maryland HealthChoice overall average
for the percentage of adult members who had no problems with their MCO’s customer
service was 71%.
For child members, the percentage who indicated that they had no problems with their
child’s plan’s customer service ranged from 69% to 80%. The Maryland HealthChoice
overall average for the percentage of child members who had no problems with their
child’s MCO’s customer service was 75%.
Among CSHCN members, the percentage who reported having no problems with their
child’s plan’s customer service ranged from 62% to 77%1.
Furthermore, the percentage of non-CSHCN members reporting that they had no
problems with their child’s plan’s customer service ranged from 75% to 87%1,2.
How Well Doctors Communicate
Overall, the survey shows for 2003 that the scores for this composite area remained relatively
consistent with the 2001 and 2002 survey results among members across all MCOs. What
follows are the results from the 2003 survey.
The percentage of adult members who said that their doctors always communicated well
ranged from 61% to 71%. The Maryland HealthChoice overall average for the
percentage of adult members who said that their doctors always communicated well was
63%.
For child members, the percentage who indicated that their child’s doctors always
communicated well ranged from 72% to 81%. The Maryland HealthChoice overall
average for the percentage of child members who said that their child’s doctors always
communicated well was 73%.
Among CSHCN members, the percentage who said that their child’s doctors always
communicated well ranged from 72% to 76%1.
Furthermore, the percentage of non-CSHCN members reporting that their child’s doctors
always communicated well ranged from 71% to 83%1.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.2Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.
Maryland Department of Health and Mental HygieneWB&A Market Research 14
Executive Summary
Executive Summary (cont’d)
Composite Scores (cont’d)
Getting Care Quickly
In general, the survey shows for 2003 that members across all MCOs gave the lowest ratings
to this composite area. What follows are the results from the 2003 survey.
The percentage of adult members who said that they always got care quickly ranged
from 45% to 56%. The Maryland HealthChoice overall average for the percentage of
adult members who said that they always got care quickly was 48%.
For child members, the percentage who indicated that their child always got care quickly
ranged from 53% to 59%. The Maryland HealthChoice overall average for the
percentage of child members who said that their child always got care quickly was 57%.
Among CSHCN members, the percentage who said that their child always got care
quickly ranged from 52% to 58%1.
Furthermore, the percentage of non-CSHCN members reporting that their child always
got care quickly ranged from 55% to 61%1.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.2Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.
Maryland Department of Health and Mental HygieneWB&A Market Research 15
Executive Summary
63%
63%
61%
71%
61%
64%
61%65%
64%
63%
68%
59%
62%
63%
66%
65%
65%
63%
68%
60%
64%
47%
46%
49%
56%
45%
49%
48%
66%
67%
69%
70%
69%
68%
68%
72%
71%
70%
71%
67%
64%
69%
70%
69%
71%
66%
69%
65%
69%
65%
69%
73%
68%
73%
77%
71%67%
72%
67%
79%
67%
62%
59%
63%
72%
72%
67%
66%
67%
62%
69%
63%
72%
74%
69%
69%
68%
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians Care
Priority Partners
United Healthcare
Adult Members
Percent rated “Always” or “Not a Problem”
Getting Needed Care1
Getting Care Quickly1
How Well Doctors Communicate
Courteous & Helpful Office Staff Customer Service
HealthChoice Overall Average
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians Care
Priority Partners
United Healthcare
HealthChoice Overall Average
2003
2003
2003
2003
2003
2003
2003
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Notes:The HealthChoice Overall Average was calculated from the ratings of all 6 Medicaid MCOs operating in Maryland and was weighted by plan enrollment.1The composite scores for Getting Needed Care and Getting Care Quickly in 2003 are not trendable with the 2001 and 2002 composite scores. The changes made to two of the questions within each composite in 2003 were substantial enough to significantly impact the composite results.
Maryland Department of Health and Mental HygieneWB&A Market Research 16
Executive Summary
73%
73%
74%
81%
72%
72%
73%73%
73%
74%
88%
73%
70%
73%74%
77%
75%
77%
78%
80%
77%
69%
74%
76%
80%
74%
80%
75%75%
79%
75%
78%*
77%
77%
69%75%
68%
73%
72%
78%
79%
74%
57%
53%
58%
58%
57%
59%
58%
75%
77%
76%
76%
75%
69%
75%
78%
74%
77%
76%
78%
72%
76%
74%
75%
76%
80%
77%
82%
76%
78%
78%
78%
80%
79%
71%
77%
Courteous & Helpful Office Staff
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
HealthChoice Overall Average
Getting Care Quickly1
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Child Members
Percent rated “Always” or “Not a Problem”
Getting Needed Care1
How Well Doctors Communicate Customer Service
HealthChoice Overall Average
Notes:The HealthChoice Overall Average was calculated from the ratings of all 6 Medicaid MCOs operating in Maryland and was weighted by plan enrollment.*Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.1The composite scores for Getting Needed Care and Getting Care Quickly in 2003 are not trendable with the 2001 and 2002 composite scores. The changes made to two of the questions within each composite in 2003 were substantial enough to significantly impact the composite results.
2003
2003
2003
2003
2003
2003
2003
200120022003
200120022003
200120022003
200120022003
200120022003
200120022003
200120022003
Maryland Department of Health and Mental HygieneWB&A Market Research 17
Executive Summary
77%
77%
73%
71%
78%
74%
79%
75%
76%
79%*
78%
75%
75%
75%
71%
76%
86%*
78%
62%
72%
67%
66%*
77%
75%
64%
68%
71%
78%*
68%
70%
68%
63%
69%*
71%
72%
80%
75%
77%
74%
69%*
79%
67%
56%
58%
55%
54%*
57%
52%
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
CSHCN Members
Percent rated “Always” or “Not a Problem”
Getting Needed Care1
Getting Care Quickly1
How Well Doctors Communicate
Courteous & Helpful Office Staff Customer Service
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare 73%
73%
72%
76%
75%
73%
75%
70%
73%
90%*
75%
75%
74%
74%
72%
77%*
73%
73%
2003
2003
2003
2003
2003
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
Notes:The HealthChoice Overall Average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs. *Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.1The composite scores for Getting Needed Care and Getting Care Quickly in 2003 are not trendable with the 2001 and 2002 composite scores. The changes made to two of the questions within each composite in 2003 were substantial enough to significantly impact the composite results.
Maryland Department of Health and Mental HygieneWB&A Market Research 18
Executive Summary
78%
82%
79%
89%
82%
75%
77%
76%
76%
78%
76%
69%
78%
74%
82%
75%
81%
71%
75%
79%
79%
78%
78%
78%
76%
76%
79%
87%*
75%
83%
70%
74%
80%
78%*
81%
81%
74%
73%
77%
74%*
76%
77%AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
71%
71%
83%
75%
74%
73%
73%
75%
86%
76%
73%
75%76%
78%
76%
78%
79%
81%
55%
57%
60%
57%
61%
60%
Executive Summary (cont’d)
AMERIGROUP
Helix Family
Choice
Jai
Maryland Physicians
Care
Priority Partners
United Healthcare
Non-CSHCN Members
Percent rated “Always” or “Not a Problem”
Getting Needed Care1
Getting Care Quickly1
How Well Doctors Communicate
Courteous & Helpful Office Staff Customer Service
Notes:The HealthChoice Overall Average was not calculated for non-CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs. *Caution should be taken when evaluating this data. Due to the small base (n=<35) there is a high level of sampling error around this data.1The composite scores for Getting Needed Care and Getting Care Quickly in 2003 are not trendable with the 2001 and 2002 composite scores. The changes made to two of the questions within each composite in 2003 were substantial enough to significantly impact the composite results.
2002
2002
2002
2002
2002
2002
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
2001
2002
2003
Maryland Department of Health and Mental HygieneWB&A Market Research 19
Executive Summary
Executive Summary (cont’d)
Conclusions
Consistent with the previous survey results, adult members across all MCOs in 2003 continue to
be most satisfied with their personal doctor, followed by their specialist and the health care they
received, and are least satisfied with their health plan.
Meanwhile, child members across all MCOs in 2003 continue to be most satisfied with their
personal doctor and the health care they received, and are less satisfied with their specialist and
their health plan.
By investigating the individual questions of each composite measure within this survey, the areas
where the MCOs (either individually or collectively) are performing well and the main areas of
concern can be identified.
The results in this section for adult and child members are reported using HealthChoice overall
average. The results for the CSHCN and non-CSHCN members are reported in ranges lowest to
highest. Among adult members in 2003, positive ratings for the individual questions of each composite
measure all scored below 80%.
The individual questions where child members gave positive ratings of 80% or more in 2003
include the following:
91% of child members reported having no problems with delays in health care while waiting
for approval from their health plan;
80% of child members felt that office staff always treated them with courtesy and respect;
and
80% of child members reported that it was not a problem to find or understand information
about how their health plan works in written materials or on the Internet.
Furthermore, among CSHCN and non-CSHCN members, the area where the MCOs collectively
gave positive ratings of 80% or more in 2003 includes the following:
80%-88%1 of CSHCN across all MCOs and 94%-97%1 of non-CSHCN across all MCOs
reported having no problems with delays in health care while waiting for approval from their
child’s health plan.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
Maryland Department of Health and Mental HygieneWB&A Market Research 20
Executive Summary
Executive Summary (cont’d)
Conclusions (cont’d)
On the other hand, it can also be determined by investigating the individual questions of each
composite measure that the main areas of concern for HealthChoice among adult members in
2003 include the following:
57% of adult members were never or only sometimes taken to the exam room within 15
minutes of their appointment time;
24% of adult members reported that it was a big problem to see the specialist that they
needed to see;
22% of adult members never or only sometimes received the help or advice needed when
calling during regular office hours;
22% of adult members never or only sometimes received an appointment for health care as
soon as they wanted;
20% of adult members never or only sometimes received the care needed for an illness,
injury, or condition as soon as they wanted; and
20% of adult members never or only sometimes reported having doctors or other health
providers spend enough time with them.
And, the main areas of concern for HealthChoice among child members in 2003 include the
following:
50% of child members were never or only sometimes taken to the exam room within 15
minutes of their child’s appointment time; and
21% of child members reported that it was a big problem to see the specialist that their child
needed to see.
Furthermore, among CSHCN and non-CSHCN members, the main area of concern across all
MCOs collectively in 2003 includes the following:
41%-56%1 of CSHCN and 47%-59%1 of non-CSHCN across all MCOs were never or only
sometimes taken to the exam room within 15 minutes of their child’s appointment time.
1The Maryland HealthChoice overall average was not calculated for CSHCN and non-CSHCN members because these segments were defined by the way in which respondents answered the measurement set of questions regarding special health care needs.
