Medicaid Beneficiaries Give High Ratings to Their Health Care

Michigan Department of Community Health Director, James K. Haveman, Jr., today released the 2000 Consumer Satisfaction Survey Report, which focused on the 27 Michigan health plans that served adult and child Medicaid beneficiaries in managed care during 1999. The survey measured how Medicaid beneficiaries feel about their health care in regards to getting needed care, getting care quickly, how well doctors communicate, courteous and helpful office staff and customer service.

"These survey results are an excellent indication that persons receiving Medicaid are pleased with the services they are receiving not only from their doctor, but from their Qualified Health Plan," said Haveman. "With the changes we implemented last year in the re-bid for managed care, we will continue to improve services to children and families."

The survey of adult Medicaid beneficiaries found:
** 75% gave their personal doctor or nurse an 80% or higher rating. This compares with ratings of 72% from Medicaid fee-for-service beneficiaries and 74% from Michigan commercial insurance beneficiaries.

** 76% gave their medical specialist an 80% or higher rating. This compares with ratings of 72% from Medicaid fee-for-service beneficiaries and 76% from Michigan commercial insurance beneficiaries.

** 70% gave all doctors and other health providers overall an 80% or higher rating. This compares with ratings of 66% from Medicaid fee-for-service beneficiaries and 75% Michigan commercial insurance beneficiaries.

** 69% reported that getting care was not a problem and 78% said they usually or always received their care quickly.

** 85% said their doctors usually or always communicate well and 89% reported that the office staff was usually or always courteous and helpful.

** 60% said they had no problems with their health plan customer service and 59% gave their health plan an 80% or higher rating.

** 64% said they were advised to quit smoking on at least one visit.

The survey of parents of child Medicaid beneficiaries found:
** 78% said the doctors or nurses usually or always discussed their child's behavior and growth with them.

** 75% gave their child's personal doctor or nurse an 80% or higher rating.

** 74% gave all doctors and other health providers of their child an 80% or higher rating.

** 77% report that getting care for their child was not a problem and 82% said their child usually or always received care quickly.

** 69% said they were reminded to bring their child, under the age of two, to the doctor for shots and drops.

** 88% said their child's doctor or other health care provider usually or always. communicates well and 80% said they usually or always explained things so children could understand.

** 90% said that office staff is usually or always courteous and helpful.

** 66% reported that they had no problems with their child's health plan customer service.

** 64% gave their child's health plan an 80% or higher rating.

The Department of Community Health commissioned Market Facts, a survey company specializing in health care and other consumer satisfaction surveys, to conduct the surveys following standards Consumer Assessment of Health Plans Study (CAHPS) protocol.

The adult survey included 14,352 respondents and the child survey included 8,466 respondents. The format is a mail survey with telephone follow-up. Michigan is one of many states to use this particular survey tool.