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Improving Member Satisfaction

Community Care completes a member satisfaction survey for each of our counties on an annual basis. The 2005 survey was conducted by The Myers Group, which administered the adult and child versions of the Experience of Care and Health Outcomes (ECHO) Survey as the platform for the annual survey. Additionally, focused questions are added about services that are unique to HealthChoices, such as BHRS. A seven-wave mailing process was employed as well as attempted telephone surveys with members who continued to not respond.

Satisfaction was high in several areas. In general members responded that they felt:

• Providers listened carefully to their concerns.
• Providers explained things in ways they understood.
• Providers treated them respectfully.
• Providers spent enough time with them.
• Providers made them feel safe.

Two questions were identified as opportunities for improvement for the 2006 member satisfaction survey:

• Did anyone talk to you about whether to include your family or friends in your counseling or treatment?
• Were you told about self-help or support groups such as consumer run groups or 12-step programs?

Planned interventions to improve satisfaction in these areas include:

• Newsletter articles regarding the broad spectrum of what constitutes “family”.
• Adding links to following groups on the Community Care website: AA, NA, CHADD, NAMI, MHA.

We encourage providers to discuss the importance of including friends and families in treatment as well as the importance of self-help and support groups as they may be essential steps on a member’s road to recovery. Community Care thanks you for your attention to these matters and looks forward to our continued collaboration in efforts to increase member satisfaction.

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