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

(2017 based on 2016 data)

The Maryland Department of Health 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

2017 Quality
Compass
(Mean)

2017
HealthChoice
Aggregate

2017
Summary
Rate

2016
Summary
Rate

2015 Summary Rate

Health Care (Rating of 8-10)

74.4%

73.6%

75.2% ­

79.8%

73.1%

Personal Doctor (Rating of 8-10)

81.2%

79.8%

81.3%

83.8%

80.1%

Health Plan (Rating of 8-10)

75.9%

74.0%

76.0% ­

79.8%

74.0%

Specialist (Rating of 8-10)

81.8%

81.3%

82.0%

81.5%

81.3%

Overall, members gave the highest satisfaction ratings to their Specialist at 82.0% and/or their Personal Doctor at 81.3%. In comparison, members gave a slightly lower satisfaction ratings to their Health Plan (76.0%) and Health Care overall (75.2%). Nevertheless, MFC’s 2017 rates exceeded or met the 2017 NCQA Quality Compass and the 2017 HealthChoice Aggregate results in all four categories.

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

2017 Quality
Compass

2017
HealthChoice
Aggregate

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

How Well Doctors Communicate (Usually/Always)

91.4%

91.7%

90.1%

92.5%

91.1%

Getting Needed Care (Usually/Always)

82.0%

82.1%

78.9%

82.2%

80.0%

Getting Care Quickly (Usually/Always)

81.8%

81.5%

80.3%

81.0%

75.7%

Customer Service (Usually/Always)

88.2%

89.2%

87.7%

90.4%

85.5%

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

79.8%

81.0%

81.3%

79.9%

78.2%

Health Promotion and Education (Yes)

73.8%

76.9%

79.3%

80.4%

75.4%

Coordination of Care (Usually/Always)

83.2%

83.6%

84.8%

77.1%

78.7%

**Shared Decision-Making composite measure revised in 2015. Response choices altered. Trending Impacted.

Overall, MFC continues to receive the highest ratings on “How well Doctors communicate” and “Customer Service.” Notably, the “Coordination of Care” composite measure increased from 77.1% in 2016 to 84.8% in 2017. In addition, MedStar Family Choice scored higher in seven measures compared to the HealthChoice Aggregate. MedStar Family Choice will continue to focus on areas that fell below the health plan average and national benchmark.

Child CAHPS Survey

(2017 based on 2016 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

2017 Quality
Compass
(Mean)

2017
HealthChoice
Aggregate

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

Health Care (Rating of 8-10)

86.7%

88.0%

87.4%

85.7%

85.2%

Personal Doctor (Rating of 8-10)

89.3%

90.3%

89.6%

89.1%

89.5%

Health Plan (Rating of 8-10)

85.8%

86.7%

88.7%

87.2%

84.2%

Specialist (Rating of 8-10)

87.3%

85.4%

85.4%

83.3%

83.2%

Overall, MFC continues to receive high satisfaction ratings in all four categories: Personal Doctor, Health Plan, Health Care, and Specialist.

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

2017 NCQA
Quality
Compass

2017
HealthChoice
Aggregate

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

How Well Doctors Communicate (Usually/Always)

93.5%

94.0%

95.0%

94.9%

93.9%

Getting Needed Care (Usually/Always)

84.5%

83.0%

84.0%

85.2%

81.0%

Getting Care Quickly (Usually/Always)

88.8%

88.0%

89.7% ­

90.4% ↑

85.2%

Customer Service (Usually/Always)

88.1%

88.4%

88.4%

88.5%

88.9%

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

78.7%

77.0%

78.3%

77.8%

83.7%

Health Promotion and Education (Yes)

71.7%

73.6%

75.3%

76.5%

72.8%­

Coordination of Care (Usually/Always)

82.9%

79.9%

81.8%

83.2%

84.4%

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

2017 NCQA
Quality
Compass

2017
HealthChoice
Aggregate

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

Health Care (Rating of 8-10)

85.4%

85.9%

85.3%

84.8%

83.5%

Personal Doctor (Rating of 8-10)

88.7%

88.9%

87.7%

87.2%

86.1%

Health Plan (Rating of 8-10)

83.5%

83.1%

84.7%

84.6%

83.9%

Specialist (Rating of 8-10)

86.0%

82.6%

82.6%

85.3%

83.3%

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

2017 NCQA
Quality Compass

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

How Well Doctors Communicate (Usually/Always)

94.2%

94.7%

95.5%

93.8%

Getting Needed Care (Usually/Always)

86.0%

83.0%

88.2%

85.4%

Getting Care Quickly (Usually/Always)

91.8%

90.9%

91.1%

90.3%

Customer Service (Usually/Always)

89.8%

90.9%

89.1%

89.8%

Shared Decision Making (Some/A lot/Yes)

84.7%

82.9%

82.8%

86.0%

Health Promotion and Education (Yes)

78.5%

80.1%

80.1%

79.6%

Coordination of Care (Usually/Always)

82.9%

77.9%

85.1%

82.3%

Additional CCC Measures

2017 NCQA
Quality Compass

2017
Summary
Rate

2016
Summary
Rate

2015
Summary
Rate

Access to Prescription Medicine (Usually/Always)

90.7%

92.6% ­

94.7%↑

91.0%

Access to Specialized Services (Usually/Always)

76.3%

82.5%

79.4%

75.8%

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

90.0%

89.8%

91.3%

90.9%

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

91.3%

92.9%

90.2%

93.2%

Coordination of Care for Children with Chronic Conditions (Yes)

77.9%

75.0%

77.9%

77.6%

Overall Assessment of Member Satisfaction:

For the general population, MFC received the highest ratings on the following composite measures, “How Well Doctors Communicate” (95.0%), Getting Care Quickly” (89.7%), and “Customer Service” (88.4%). In Comparison, MFC received low ratings for two measures, “Shared Decision-Making” (78.3%), although an increase was noted from 2016 CAHPS® Score (77.8%), and “Health Promotion and Education” (75.3%). Member satisfaction amongst the general population is reasonably positive. For the CCC population, MFC continues to receive high satisfaction ratings from parents/guardians in all four categories.

MedStar Family Choice Opportunities for Improvement for 2018

As a result of all three member satisfaction surveys, MedStar Family Choice has identified a variety of areas in need of improvement. To increase rates, MedStar Family Choice will continue to complete mystery calls to our providers in an effort to improve access. MFC will work 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

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. 

MFC is continually working on improving provider satisfaction. MFC would like to thank all of our providers for participating in the survey.

Information current as of: 12/14/17