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%.
Despite this overall success, there were areas identified in the survey that leave room for improvement. The attributes “Timeliness of obtaining authorization for outpatient services” and “Coordination of Care/Case Management” are identified as key drivers that are of high importance to PCPs where they perceive MFC to be performing at a lower level (Summary Rate is less than 50%).
The attribute “Accuracy of claims processing” and “Timeliness of initial claims processing” are identified as a key driver that is of high importance to PCPs’ where they perceive MFC to be performing at a comparatively moderate level (Summary Rate is 50-69%).
There are two attributes that are identified as moderate drivers of satisfaction on which MFC performs at a lower level (Summary Rate is less than 50%). “Timeliness of obtaining authorizations for inpatient services” and “Overall experience in obtaining prior authorization for medications”.
When PCPs were asked are there any specialties that you find problematic when it comes to adequate care for MFC members, 40.4% responded “Dermatology.” This represents a 2.5% increase from last year and an opportunity for improvement. The other specialty PCPs found problematic was “Psychiatry/Mental Health”, which increased slightly (by 1.7%) when compared to 2016.