Home | Provider Resources | About Us | Contact Us | Search

En Español

Improving Member Satisfaction

A sample of our members is surveyed annually regarding their satisfaction with behavioral health services. UPMC Health Plan Behavioral Health Services uses the Experience of Care and Health Outcomes (ECHO) Survey. The 2007 survey results, based on care received in 2006, show that members are highly satisfied with:

• Practitioners listening carefully to them.
• Practitioners respecting their cultural, physical, and special needs.
• Practitioners explaining things in a way they could understand.
• Practitioners showing respect for what they have to say.

Other areas in which our members reported high satisfaction include:

• Practitioners spending enough time with them.
• Being involved as much as they wanted in their treatment.
• Being aware that they could refuse a specific type of medicine or treatment.

Based on the annual survey results, UPMC Health Plan Behavioral Health Services identifies opportunities for improvement to increase member satisfaction ratings. The following opportunities for improvement were chosen:

• Access to routine and urgent treatment.
• Getting the help needed when calling Customer Service.

UPMC Health Plan Behavioral Health Services is working to improve the care and services provided to our members in these areas. Activities currently being implemented to address these areas include:

• Verifying provider data to ensure that accurate information is given during the referral process.
• Distributing the access standards to practitioners semi-annually via newsletters as well as on the Commercial member section of our website.
• Care Management staff is always available to help members obtain an appointment soon enough to meet their needs.
• Care Managers making follow-up calls to members who had called in with an urgent situation to ensure appointments were kept.
• Increasing the frequency of quality audits of Customer Service staff.
• Implementing a more intensive new employee orientation for Customer Service staff.

Please note that the member satisfaction survey is distributed to a sample of the membership annually. If you receive a survey, please complete it. Your feedback is important to efforts to improve behavioral health services.

< Back to All Articles