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Satisfaction Surveys

PROVIDER SATISFACTION SURVEY

2017 Final Report (Based on 2016 Data) 

Each year, the Maryland Department of Health (MDH) contracts with a vendor to conduct a provider satisfaction survey on behalf of MedStar Family Choice. The results are then forwarded to the Quality Improvement (QI) Department for review.

Overall provider satisfaction with MedStar Family Choice (MFC) rated 83.2% in 2017, which is a 5% increase from 2016.  This rating exceeded the Maryland Managed Care Organization (MCO) average by 8%.  In addition, 95% of surveyed providers would recommend MFC to their patients and 93% would recommend MFC to other providers, which exceeded the Maryland MCO average by more than 8%.

The state also asks doctors different questions. Each question gets a score. Those scores then turn into measures. MedStar Family Choice compares measures every year. Then we try to make the low scores better.

MedStar Family Choice Opportunities for Improvement for 2018

MedStar Family Choice reviewed the survey for 2017. We plan to:

  • Conduct calls to Member Services and providers to address customer service
  • Look for more doctors and specialists
  • Teach providers about ways to treat you better
  • Teach our members more about our programs
  • Survey members during the year

MEMBER SATISFACTION SURVEY - ADULT

2017 Final Report (Based on 2016 Data) 

Each year, the State of Maryland surveys members of all of the health plans. They ask questions about adults, children, and children with chronic conditions (CCC). The results are given to the Quality Improvement (QI) Department for review.

Adult members were asked to rate their Doctors, Health Care, Health Plan, and Specialist. MedStar Family Choice did better in one out of the four areas since last year. Although there was improvement in only one area, MedStar Family Choice performed higher than the health plan average in all four areas.

Members are also asked questions for seven categories. These measures are:

  • How Well Doctors Communicate
  • Getting Needed Care
  • Getting Care Quickly
  • Customer Service
  • Shared Decision-Making
  • Health Promotion and Education
  • Coordination of Care

MedStar Family Choice did better in two out of the seven areas since last year and did better in three out of the seven areas compared to the health plan average. 

MEMBER SATISFACTION SURVEY - CHILD

2017 Final Report (Based on 2016 Data) 

General Population:

The state of Maryland also surveys members with healthy children. They ask members to rate their doctor, healthcare, health plan, and specialist. MedStar Family Choice did better in all four areas compared to last year. 

They also ask questions in the same seven categories as adults. Compared to previous year, MedStar Family Choice did better in two areas. MedStar Family Choice also did better in six measures and remained equal for one measure compared to the health plan average.

CCC Population:

The state of Maryland also surveys members with children that have an illness. They also ask members to rate their Doctor, Health Care, Health Plan, and Specialist. Compared to previous year, MedStar Family Choice did better in three out of the four measures.

This survey has questions in 12 categories. It has the same seven categories like the other surveys. It also has questions about:

  • Access to prescription medication
  • Access to specialized services
  • Personal doctor who knows your child
  • Getting needed information
  • Coordination of care for children with chronic conditions.

MedStar Family Choice’s rates went up in 4 of the 12 categories from last year. We also beat the national average in 6 of the areas.

Overall

MedStar Family Choice is working hard to do better in the areas that fell below last year’s rate. To do better in these areas, MedStar Family Choice will work on the things listed below.

MedStar Family Choice Opportunities for Improvement for 2018

  • Conduct calls to Member Services and providers to address customer service
  • Look for more doctors and specialists
  • Teach providers about ways to treat you better
  • Teach our members more about our programs
  • Survey members during the year
Information current as of: 12/13/17