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2009 Surveys of Payers and Providers Yield Positive Ratings

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Payers

Survey ChartThank you to those who completed our 2009 payer survey; we received a 31.5 percent response!  All respondents rated their overall satisfaction with Midlands Choice as excellent, very good, or good. 

In response to questions about service, value, and repricing quality, most payers also gave positive ratings in these areas:

  • Overall ability to meet your needs--for account managers 36 percent excellent, 61 percent very good and 3 percent good.  For customer service, 26 percent excellent, 53 percent very good and 21 percent good.
  • Value--For access fees, 9 percent excellent, 52 percent very good and 39 percent good.  For savings on provider costs (physician and hospital combined), 2 percent excellent, 38 percent very good and 60 percent good.
  • Repricing--For accuracy, 28 percent excellent, 57 percent very good and 15 percent good.  For timeliness, 33 percent excellent, 52 percent very good and 15 percent good.

Physicians and Hospitals

Survey ChartCombined responses from separate surveys of Midlands Choice hospitals and physician offices show an overall satisfaction rate at nearly 94 percent, with 9 percent responding with a rating of excellent, 45 percent very good and 46 percent good.  Respondents whose overall satisfaction is excellent, very good or good has increased 3 percent since 2007 and 10 percent since 2005.

The highest satisfaction rating received on both surveys was received by customer service, specifically the "professionalism and courtesy of customer service" with a 97 percent of physician offices and 99 percent of hospitals responding with ratings of excellent, good or very good.

The factors most important to respondents on both surveys, and thus having the most relevance to overall satisfaction, are:

  • Midlands Choice role as a facilitator with payers (6 percent excellent, 34 percent very good and 46 percent good),
  • Ease of doing business with Midlands Choice compared to other PPO networks (9 percent excellent, 38 percent very good and 42 percent good); and
  • Our ability to reprice claims and forward to the appropriate payer (10 percent excellent, 38 percent very good and 36 percent good). 

Midlands Choice has the greatest room for improving its relationships with participating physicians and hospitals by enhancing our role as a facilitator with payer partners to:

  • Ensure claims distribution and information about claims is accurately and effectively exchanged between Midlands Choice and its payers, and
  • Influence more timely payments from payers to providers.

If you would like additional information about results of the provider or payer surveys, please contact payer relations.