Member Satisfaction. 2.8.9.1. The Contractor shall monitor Member perceptions of well-being and functional status, as well as accessibility and adequacy of services provided by the Contractor.
2.8.9.2. Contractor shall support OBH’s efforts to collect Member satisfaction data via the statewide Mental Health Statistics Improvement Program (MHSIP) and the Youth Services Surveys for Families (YSS-F).
2.8.9.2.1. The Contractor shall provide these surveys to Members with a substance use diagnosis at the direction of the Department.
2.8.9.3. Upon direction by the Department, the Contractor shall conduct a survey in collaboration with the OBH. The Department is considering the use of the ECHO
Member Satisfaction. The State will assess member satisfaction of contractor services by conducting surveys employing the Consumer Assessments of Health Plans Study (CAHPS) survey, or another survey instrument specified by the State. The survey shall be stratified to capture statistically significant results for all categories of New Jersey Care 2000+ enrollees including AFDC/TANF, DYFS, SSI and New Jersey Care Aged, Blind and Disabled, NJ FamilyCare, pregnant and parenting women, and racial and linguistic minorities. Sample size, sample selection, and implementation methodology shall be determined by the State, with contractor input, to assure comparability of results across State contractors. The State will select an independent survey administrator to perform the survey on behalf of all of the State's New Jersey Care 2000+ contractors. The contractor shall fully cooperate with the State and the independent survey administrator such that final, analyzed survey results shall be available from the survey administrator to the State, in a format approved by the State, by a date specified by the State of each contract year. Within sixty (60) days of receipt of the final, analyzed survey results sent to the contractor, it shall identify leading sources of enrollee dissatisfaction, specify additional measurement or intervention efforts developed to address enrollee dissatisfaction, and a timeline, subject to State approval, indicating when such activities will be completed. A status report on the additional measurement or intervention efforts shall be submitted to the State by a date specified by DMAHS. The contractor shall respond to and submit a corrective action to address and correct problems and deficiencies found through the survey. If the contractor conducts a member satisfaction survey of its own, it shall send to DMAHS the results of the survey.
Member Satisfaction. 2.7.2.4.1. The Contractor shall monitor Member perceptions of accessibility and adequacy of services provided by the Contractor. The Contractor shall use tools to measure these Member perception and those tools shall include, at a minimum, the use of Member surveys, anecdotal information, grievance and appeals data and Enrollment and Disenrollment information.
2.7.2.4.2. The Contractor shall fund an annual Member satisfaction survey, the Consumer Assessment of Health Plans Study (CAHPS), administered by a certified survey vendor according to appropriate survey protocols. In lieu of a satisfaction survey conducted by an external entity, the Department, at the Department’s discretion, may conduct the survey. The Contractor shall deliver any surveys to the Department for review and shall not administer any survey until it has received the Department’s approval of that survey. The Contractor shall report to the Department results of internal satisfaction surveys of Members designed to identify areas of satisfaction and dissatisfaction by June 30th of each fiscal year.
2.7.2.4.3. The Contractor shall develop a corrective action plan when Members report statistically significant levels of dissatisfaction, when a pattern of complaint is detected or when a serious complaint is reported.
2.7.2.4.4. The Contractor shall implement and maintain a mechanism to assess the quality and appropriateness of care for Persons with Special Health Care Needs.
Member Satisfaction. A State Innovation Model (SIM) aligned measure.
Member Satisfaction. The Primary Contractor, its BH-MCO or Subcontractor must have systems and procedures to routinely assess Member satisfaction. These systems and procedures should include but not be limited to the use of ongoing consumer/family satisfaction teams (C/FST) (in accordance with Appendix L). The Primary Contractor or its BH-MCO shall contract with existing C/FST, or establish such teams if they do not exist, to conduct satisfaction surveys for Members. The Subcontract shall ensure technical support of the C/FST for report writing and conducting interviews and include funds for travel expenses and staff development of the C/FST. The Department will approve the C/FST Subcontracts established. An annual report must be submitted to the Department on the activities and findings of the C/FST and Member satisfaction survey. Members and their families, including Parents of children and adolescents who are seriously emotionally disturbed and/or who abuse substances, or have been diagnosed with ASD, are to participate on the consumer/family satisfaction teams and in the design and implementation of the survey process. Such participation is to include: serving on C/FST, the review of C/FST and annual survey findings, and the determination of quality improvements to be undertaken based on the findings. The Primary Contractor and its BH-MCO should also have mecha- nisms which ensure that Member comments concerning Provider performance can be tracked in aggregate and be used as a component of Provider profiling. In addition, the Primary Contractor and its BH-MCO must cooperate in Member satisfaction assessments which may be performed by the Department, independent of the Primary Contractor’s or its BH-MCO's internal process.
Member Satisfaction. The percent of Member satisfaction will be measured based on all respondents to the HMO Member Satisfaction Survey who rate the overall performance of HMO. The standard will be measured based on the percentage of satisfaction of all respondents in the Coverage Area within the State of Texas. The Member satisfaction survey measures all aspects of a Member’s experience including medical services, provider network, claims, customer service, communication, and Plan documents.
Member Satisfaction. Definition: Preferred Provider guarantees a positive response rate of 90% or better for Group’s PPO members on the standard Preferred Provider Performance Tracking Process for the Medicare Advantage Steerage and ESA PPO products. Using a random sampling of actively enrolled city retirees, a minimum program satisfaction rate of 90% shall be achieved on an approved member satisfaction survey conducted on an annual basis (defined as “top three-box” satisfaction/ approval using an approved standard 5 pt. survey tool). Penalty and Measurement Criteria: Preferred Provider shall pay Group $ if Preferred Provider fails a positive annual response rate of 90% or better. Results of the Preferred Provider Tracking Process will be used as the measurement criteria. These surveys are performed based on statistically valid samples of members, by product across all customers.
Member Satisfaction. The Contractor shall monitor Member perceptions of accessibility and adequacy of services provided by the Contractor. The Contractor shall use tools to measure these Member perception and those tools shall include, at a minimum, the use of Member surveys, anecdotal information, grievance and appeals data and Enrollment and Disenrollment information. The Contractor shall fund an annual Member satisfaction survey, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) with all Department directed supplemental questions, surveys and populations, administered by a certified survey vendor according to appropriate survey protocols. In lieu of a satisfaction survey conducted by an external entity, the Department, at the Department’s discretion, may conduct the survey. The Contractor shall deliver any surveys to the Department for review and shall not administer any survey until it has received the Department’s approval of that survey. The Contractor shall report to the Department or the Department’s designated contractor results and all raw data of internal satisfaction surveys of Members designed to identify areas of satisfaction and dissatisfaction by June 30th of each fiscal year. The Contractor shall develop a corrective action plan when Members report statistically significant levels of dissatisfaction, when a pattern of complaint is detected or when a serious complaint is reported. The Contractor shall implement and maintain a mechanism to assess the quality and appropriateness of care for Persons with Special Health Care Needs.
Member Satisfaction. ECI will utilize its standard member satisfaction survey tool, which Touchstone will have the opportunity to review in advance. Member satisfaction surveys to be conducted on all CCIP members on a semi-annual basis in May and November each year • To measure Member satisfaction as part of the program success measures • To measure the Member’s self evaluation on improvement of quality of life and health status • To identify areas of improvement in the program
Member Satisfaction. The purpose of Xxxxx Vision’s comprehensive member satisfaction program is to: • Determine overall member perception of the vision care plan. • Identify aspects of the program in which members would recommend a change. • Identify practitioners on the panel who are not providing courteous and high quality services to members. • Identify elements of the system which may be causing delays in the provision of care. • Provide members with the opportunity to offer both positive and critical feedback • Offer members the opportunity to ask questions regarding the program. • Provide feedback to the practitioners on their patients’ opinions about their care. • Provide feedback to the laboratory on the patients’ opinions about their services and materials. • Provide feedback to the program’s sponsor group on the assessment of the benefit by their constituents. Patients’ attitudes and perceptions are the fundamental component of quality improvement that is why Xxxxx Vision members have the right to access and express their opinions and concerns. Patients obtaining services have the opportunity to complete a patient satisfaction survey to express their views concerning the quality of services rendered. This survey instrument is designed to elicit the patient’s opinion on access to care, treatment by the professional staff and satisfaction with the examination and prescriptive eyewear. Survey responses are evaluated and, if necessary, follow-up action is taken promptly. Xxxxx Vision consistently achieves satisfaction rates of over 98%. Those who are surveyed and who indicate less than total satisfaction are contacted individually to ensure 100% satisfaction. If appropriate, participating providers are asked to respond to concerns raised by their patients. Xxxxx Vision conducts statistical analysis on aggregate results. Semiannually, the RQARs provide comparative statistics to provider offices whose patients completed and returned at least ten (10) surveys. Survey results are shared with the Director of Professional Services, the Quality Improvement Committee and are used during the re-credentialing process.
