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UMP 2007 Customer Satisfaction Survey (CAHPS®)
(185K)How UMP Compares with Other HCA Plans
In spring 2007, the Health Care Authority (HCA) contracted with an independent research firm to conduct a customer satisfaction survey of Uniform Medical Plan (UMP) enrollees. The firm used a national survey questionnaire called CAHPS®, developed by the Agency for Healthcare Research and Quality. A random sample of 1,100 enrollees from UMP's population was asked to participate, and 42% returned the survey.
All other medical plans offered to public employees and retirees, including Group Health, Kaiser, Regence BlueShield, and Community Health Plan, surveyed their enrollees using the same questionnaire, so we are able to compare UMP's ratings for customer satisfaction with these plans.
UMP's Results
The results showed that UMP rated #1 in more areas of customer satisfaction than any other medical plan offered through HCA in 2007. Specifically, UMP ranked #1 in the following areas:
- Getting Needed Care
- Getting Care Quickly
- How Well Doctors Communicate
- Getting Help from Customer Service
- Health Promotion and Education
- Rating of Health Care
- Rating of Personal Doctor
When compared to these plans, UMP rated #2 in the following areas of customer satisfaction:
- Written materials and Web site information (Group Health rated #1)
- Shared Decision Making Between Provider and Patient (Regence BlueShield rated #1)
- Plan Information on Costs (Group Health rated #1)
- Overall Rating of Health Plan (Regence BlueShield rated #1)
- Rating of Specialist (Regence BlueShield rated #1)
In the last area of customer satisfaction—claims processing—UMP rated fourth of the five plans. Group Health ranked first in handling claims quickly and correctly, with a score of 91.9%, while 89.3% of respondents rated UMP positively.
| Indicator of Satisfaction | Average of All HCA Plans* |
UMP's Rating |
UMP's Rank |
|---|---|---|---|
Source: HCA Aggregate – Washington State, CAHPS® 2007 Commercial Adult Survey, The Myers Group. Green indicates UMP's rating is significantly above average for all other medical plans offered through HCA. * The ratings in column 2 are the average of seven plans offered through the Health Care Authority, including two plans that aren't offered to PEBB members. The last column shows how UMP ranks among the five plans offered to PEBB members. |
|||
| Getting Needed Care | 80.7% | 88.2% | 1 |
| Getting Care Quickly | 84.4% | 90.3% | 1 |
| How Well Doctors Communicate | 92.8% | 95.0% | 1 |
| Getting Help from Customer Service | 78.7% | 83.9% | 1 |
| Written materials and Web site Information | 68.8% | 70.9% | 2 |
| Claims Processing | 89.6% | 89.3% | 4 |
| Shared Decision Making | 91.3% | 92.3% | 2 |
| Plan Information on Costs | 68.1% | 70.8% | 2 |
| Health Promotion and Education | 58.2% | 65.6% | 1 |
| Rating of Health Care | 71.0% | 79.1% | 1 |
| Rating of Personal Doctor | 79.8% | 82.5% | 1 |
| Rating of Specialist | 77.7% | 79.9% | 2 |
| Rating of Health Plan | 64.7% | 67.0% | 2 |
What the Numbers Mean
The numbers given in the average and rating columns in Chart 1 refer to the percentage of respondents who answered always or usually to questions on the survey related to key areas of customer satisfaction.
Survey participants were also asked to rate the quality of their health care, personal doctor, specialist, and health plan. The numbers in those rows refer to the percentage of respondents who gave a rating of 8, 9, or 10.
How UMP Compares Nationally to Other PPO Plans
Because all other medical plans offered through the HCA in 2007 are managed-care organizations (MCOs) and UMP is a preferred provider organization (PPO), it is appropriate to see how UMP compares to other PPO plans.
The chart below compares UMP's CAHPS® scores with a national average of 38 PPO plans that submitted their survey results to the National Committee for Quality Assurance (NCQA) in 2007.
| Indicator of Satisfaction | National Average of PPO Plans | UMP's Rating |
|---|---|---|
Source: Uniform Medical Plan PPO CAHPS® 2007 Commercial Adult Survey, The Myers Group. Green indicates UMP's rating is significantly above the average of 38 NCQA-accredited PPO plans. * UMP's ratings are slightly different for some indicators in Chart 2 because scores in Chart 1 were adjusted to account for differences in the age and health status of enrollees in the various HCA medical plans. UMP's rating in Chart 2 are the actual scores and were not adjusted. |
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| Getting Needed Care | 85.3% | 88.0% |
| Getting Care Quickly | 87.1% | 90.1% |
| How Well Doctors Communicate | 93.7% | 95.0% |
| Getting Help from Customer Service | 76.5% | 83.9% |
| Written materials and Web site Information | 63.1% | 70.7% |
| Claims Processing | 87.0% | 89.3% |
| Rating of Health Care | 75.1% | 78.8% |
| Rating of Personal Doctor | 83.0% | 82.3% |
| Rating of Specialist | 81.0% | 79.6% |
| Rating of Health Plan | 59.5% | 66.6% |
As shown in Chart 2, UMP scored significantly above the national average for PPOs in getting help from customer service, finding and understanding information in written materials and on the plan's Web site, and in rating of health plan.
Chart 1 shows some indicators that are not shown in Chart 2 (shared decision making, plan information on costs, and health promotion and education). These measures were new to the CAHPS® survey for 2007; NCQA does not publicly report first-year data for new indicators.
UMP is proud of our scores in the survey. We feel our numbers reflect our continuing commitment to provide UMP enrollees with excellent service.
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