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Improving Member Satisfaction

Community Care completes a member satisfaction survey for each of our counties on an annual basis. The 2007 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 did not respond.

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

• Providers fully respected members’ or their children’s identified physical/special needs
• 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
• Providers told them what side effects to watch for from their medications
• Providers involved them as much as they wanted in their counseling/treatment or their child’s counseling/treatment
• Providers gave information about their or their child’s rights as a patient

Four questions were identified as opportunities for improvement for the 2008 member satisfaction survey:

• When you or your child needed to get counseling or treatment right away, how long did you usually have to wait between trying to get care and actually seeing someone? (same day, one day)
• How often did the people you went to for counseling or treatment act as though they thought that you or your child could recover? (usually, always)
• Are you aware of the counseling and treatment services that are available to you or your child for personal or family problems, mental or emotional illness, and drug and alcohol problems?
• If you or your child needed counseling or treatment for one of these problems, do you know the procedures for getting that kind of help?

Planned interventions to improve satisfaction in these areas include:

• Educate members that they can call Community Care if they need assistance getting urgent care through:
• Member Information Sheets
• Member Handbook
• Revised Website
• Member Advisory Committee (MAC) and Family Advisory Committee (FAC) Meetings
• Member Newsletters.
• Continue to consult with Pat Deegan, PhD regarding recovery initiatives; results in the “Day of Self Discovery” Seminar focusing on wellness and recovery and the “Shared Decision Making” Seminar for providers focusing on tools used to open dialog about recovery.
• Publicize the redesigned Community Care website which is more user friendly.
• Continue publishing informational newsletters and articles.  

If you have other ideas on how to increase member satisfaction in these areas, please contact us at 1-888-251-2224 and ask to speak to a Quality representative. 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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