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Satisfaction Surveys

The Maryland Department of Health contracts with WBA Research, an external quality review organization, to conduct Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys and provider satisfaction surveys on an annual basis.  Results from these surveys are then analyzed by WBA Research and MedStar Family Choice Quality Improvement to identify areas of needed improvement.

Adult CAHPS Survey

(2016 based on 2015 data)

The Maryland Department of Health (formerly DHMH) contracts with an independent vendor to conduct a member satisfaction survey once a year. The surveyed members are randomly chosen from three different population groups: adults, children and children with chronic conditions.  For the adult survey, members were asked to give their overall ratings of their Doctors, Specialists, Health Care, and Health Plan using a “0 to 10” scale, where “0” means the worst possible rating and “10” means the best possible rating.  The reported percentages reflect members giving a score of 8, 9 or 10.

Overall Ratings

2016 Quality
Compass
(Mean)

2016
HealthChoice
Aggregate

2016
Summary
Rate

2015
Summary
Rate

2014 Summary Rate

Health Care (Rating of 8-10)

73.5%

74.8%

79.8% ­

73.1%

73%

Personal Doctor (Rating of 8-10)

80.2%

79.2%

83.8%

80.1%

79%

Health Plan (Rating of 8-10)

75.0%

74.1%

79.8% ­

74.0%

76%

Specialist (Rating of 8-10)

80.4%

79.2%

81.5%

81.3%

79%

*Rating Mean Scores are calculated on a 3-point scale and are the basis for NCQA Accreditation scoring.

Overall, members gave their highest satisfaction ratings to their Personal Doctor at 83.8% and their Specialist at 81.5%. For their Health Care overall and Health Plan, respondents gave lower ratings of 79.8% for both categories. Nevertheless, MedStar Family Choice’s 2016 rates exceeded the 2016 NCQA Quality Compass, the 2016 HealthChoice Aggregate, and the previous years’ results in all four categories. Statistically significant improvement was noted in the ratings of Health Care Overall and Health Plan Overall. In addition, MedStar Family Choice scored significantly higher than the HealthChoice Aggregate for the ratings of Health Care Overall, Health Plan Overall, and Personal Doctor.

The survey includes seven additional composite measures that rate member satisfaction in a variety of other areas. Rates for these measures are shown below.

Composite Measures

2016 Quality
Compass

2016
HealthChoice
Aggregate

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

How Well Doctors Communicate (Usually/Always)

90.7%

90.8%

92.5%

91.1%

91%

Getting Needed Care (Usually/Always)

80.4%

81.2%

82.2%

80.0%

83%

Getting Care Quickly (Usually/Always)

80.1%

80.4%

81.0%

75.7%

78%

Customer Service (Usually/Always)

87.5%

87.0%

90.4%

85.5%

87%

Shared Decision Making** (Some/A lot/Yes)

79.2%

79.3%

79.9%

78.2%

N/A

Health Promotion and Education (Yes)

72.1%

76.7%

80.4%

75.4%

76%

Coordination of Care (Usually/Always)

81.8%

76.7%

77.1%

78.7%

79%

*Rating Mean Scores are calculated on a 3-point scale and are the basis for NCQA Accreditation scoring.
**Shared Decision-Making composite measure revised in 2015. Response choices altered. Trending Impacted.

Overall, MedStar Family Choice performed very well on the 2016 CAHPS survey for adult members. MedStar Family Choice rates improved from 2015 for all but one category (Coordination of Care) and statistically significant improvement is noted in several areas.  In addition, MedStar Family Choice scored above the HealthChoice Aggregate for all measures while scoring above the NCQA Quality Compass for all but one measure (Coordination of Care). It is evident that the increased focus on the CAHPS survey has resulted in improved performance across the majority of the survey.

Child CAHPS Survey

(2016 based on 2015 data)

General Population

For the “overall” categories, members were asked to give their overall ratings of their Doctors, Health Care and Health Plan using a “0 to 10” scale, where “0” means the worst possible rating and “10” means the best possible rating. The reported percentages reflect members giving a score of 8, 9 or 10.

Overall Ratings

2016 Quality
Compass
(Mean)

2016
HealthChoice
Aggregate

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

Health Care (Rating of 8-10)

85.8%

87.6%

85.7%

85.2%

86%

Personal Doctor (Rating of 8-10)

88.4%

90.1%

89.1%

89.5%

89%

Health Plan (Rating of 8-10)

84.7%

85.3%

87.2%

84.2%

85%

Specialist (Rating of 8-10)

85.5%

82.2%

83.3%

83.2%

83%

The survey includes seven additional composite measures that rate member satisfaction in a variety of other areas. Rates for these measures are shown below.

Composite Measures

2016 NCQA
Quality
Compass

2016
HealthChoice
Aggregate

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

How Well Doctors Communicate (Usually/Always)

93.2%

94.1%

94.9%

93.9%

94.6%

Getting Needed Care (Usually/Always)

83.7%

83.1%

85.2%

81.0%

83.4%

Getting Care Quickly (Usually/Always)

88.5%

88.9%

90.4% ­

85.2%

90.2%

Customer Service (Usually/Always)

88.0%

86.7%

88.5%

88.9%

83.2%

Shared Decision Making** (Some/A lot/Yes)

78.4%

79.0%

77.8%

83.7%

N/A

Health Promotion and Education (Yes)

70.9%

73.8%

76.5%

72.8%

76.2%­

Coordination of Care (Usually/Always)

82.6%

81.3%

83.2%

84.4%

84.3%

CCC Population (Children with Chronic Conditions)

For the “overall” categories, members were asked to give their overall ratings of their Doctors, Health Care and Health Plan using a “0 to 10” scale, where “0” means the worst possible rating and “10” means the best possible rating. The reported percentages reflect members giving a score of 8, 9 or 10.

Overall Ratings

2016 NCQA
Quality
Compass

2016
HealthChoice
Aggregate

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

Health Care (Rating of 8-10)

84.2%

85.7%

84.8%

83.5%

82.6%

Personal Doctor (Rating of 8-10)

88.0%

88.2%

87.2%

86.1%

85.9%

Health Plan (Rating of 8-10)

82.2%

82.2%

84.6%

83.9%

83.0%

Specialist (Rating of 8-10)

85.5%

84.1%

85.3%

83.3%

82.9%

The survey includes twelve additional composite measures that rate member satisfaction in a variety of other areas. Rates for these measures are shown below.

Composite Measures

2016 NCQA
Quality Compass

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

How Well Doctors Communicate (Usually/Always)

93.9%

95.5%

93.8%

95.3%

Getting Needed Care (Usually/Always)

86.1%

88.2%

85.4%

83.5%

Getting Care Quickly (Usually/Always)

91.8%

91.1%

90.3%

93.7%

Customer Service (Usually/Always)

89.4%

89.1%

89.8%

86.3%

Shared Decision Making (Some/A lot/Yes)

85.0%

82.8%

86.0%

N/A

Health Promotion and Education (Yes)

77.0%

80.1%

79.6%

82.7%

Coordination of Care (Usually/Always)

82.0%

85.1%

82.3%

82.2%

Additional CCC Measures

2016 NCQA
Quality Compass

2016
Summary
Rate

2015
Summary
Rate

2014
Summary
Rate

Access to Prescription Medicine (Usually/Always)

90.7%

94.7% ­

91.0%

92.4%

Access to Specialized Services (Usually/Always)

77.1%

79.4%

75.8%

78.2%

Family Centered Care: Personal Doctor who Knows Child (Yes)

90.6%

91.3%

90.9%

93.0%

Family Centered Care: Getting Needed Information (Usually/Always)

90.9%

90.2%

93.2%

91.6%

Coordination of Care for Children with Chronic Conditions (Yes)

77.1%

77.9%

77.6%

69.7%

Overall Assessment of Member Satisfaction:

For the general population, the overall ratings remained relatively stable.  The only measure with a decrease since the previous year (Personal Doctor) declined by only 0.4%.  For the composite measures, MedStar Family Choice shows improvement in six of seven measures with statistically significant improvement in the “Getting Care Quickly” measure. Member satisfaction amongst the general population is reasonably positive. For the CCC population, improvement is shown in all four overall categories as compared to the previous year’s ratings. In addition, MedStar Family Choice shows improvement in nine of twelve composite measures as compared to the previous year’s ratings.  Overall, there were no items identified as unmet needs as they relate to the overall ratings of health care or the health plan and member satisfaction appears positive.

MedStar Family Choice Opportunities for Improvement for 2017

As a result of all three member satisfaction surveys, MedStar Family Choice has identified a variety of areas in need of improvement. To increase the percentages, MedStar Family Choice will be completing mystery calls to our providers, working with various vendors to improve customer service, continuing to recruit specialty providers, and publishing various articles to educate our members and providers on various topics. In addition, we are working to improve our internal processes and on educating our providers on new developments at MedStar Family Choice. MedStar Family Choice is committed to improving the quality of delivered care to our members and is working hard to make sure you are satisfied!

Provider Satisfaction Survey

2016 Final Report (Based on 2015 data) 

Each year, the Maryland Department of Health 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 Department for review. 

Overall provider satisfaction is measured in three areas.  Providers are asked to rate their overall satisfaction, if they would recommend MedStar Family Choice to patients, and if they would recommend MedStar Family Choice to other providers. The results are shown in the three tables below.

Overall Satisfaction (Very or Somewhat Satisfied)

2015

 2016

MedStar Family Choice

85%

78.4%

All Other  MCOs

77%

69.9%

HealthChoice Aggregate

78%

77.6%

 

Would Recommend to Patients (Definitely or Probably Yes)

2015

 2016

MedStar Family Choice

90%

90%

All Other MCOs

N/A

N/A

HealthChoice Aggregate

86%

86%

 

Would Recommend to Other Physicians (Definitely or Probably Yes)

2015

 2016

MedStar Family Choice

92%

90.4%

All Other  MCOs

N/A

N/A

HealthChoice Aggregate

86%

84.1%

Despite this overall success, there were areas identified in the survey that leave room for improvement. The attributes “Timeliness to answer questions and/or resolve problems” and “Coordination of Care/Case Management” are identified as key drivers that are of high importance to PCPs where they perceive MedStar Family Choice to be performing at a lower level. According to the survey vendor, these areas should be considered a priority.

“Customer Service/Provider Relations Overall” is identified as a key driver that is of high importance to PCPs’ where they perceive MedStar Family Choice to be performing at a comparatively moderate level.

The attributes “Timeliness of obtaining authorization for inpatient services”, “Overall experience in obtaining authorization for medications”, “Timeliness of adjustment/appeal claims processing”, and “Telephone system overall” are identified as moderate drivers of satisfaction on which MedStar Family Choice performs as a lower level (Summary Rate is less than 50%). These should be considered secondary priorities for MedStar Family Choice.

MedStar Family Choice Opportunities for Improvement for 2017

In response to the survey results above, MedStar Family Choice has identified several areas in need of improvement. As a result, MedStar Family Choice plans to implement a variety of interventions in 2017 to address these areas.  Interventions include, but are not limited to:

  • Provider Relations will continue its aggressive work to recruit more specialists with an emphasis on low percentages of specialists in identified geographic regions.
  • The Provider Relations team will also work toward educating providers about the protocols for obtaining authorizations and will host several webinars to increase knowledge about MedStar Family Choice operations. 
  • MedStar Family Choice is currently exploring vendors to assist with provider incentive initiatives.
  • MedStar Family Choice will explore options for providing report cards to providers and offices.
  • MedStar Family Choice will implement a UM Gold Carding pilot program to help focus on coordination of care.
Information current as of: 07/25/17