Managed Care - September 2008 - (Page 42)

Overall delivery of health plan services Importance and satisfaction — mean score by health insurer Tricare/military Kaiser Permanente AARP BCBS of Michigan Medicare Highmark CareFirst BCBS Humana PacifiCare/Secure Horizons Other health plan BCBS of Illinois Medicaid Blue Cross & Blue Shield Assoc. Medicare and Part D WellPoint Health Care Services Corp. Anthem UnitedHealthcare — Net Aetna Coventry — Net Cigna UnitedHealthcare 2 3. 30 3.26 3.25 3.21 3.21 3.21 3. 20 3.18 3.18 3.18 3.17 3.16 3.14 3.14 3.14 3.13 3.12 3.12 3.09 3.07 3.37 Importance Satisfaction 3.45 3.65 3.65 3. 70 3.68 3.67 3.69 3.68 3.65 3.67 3.63 3.62 3.56 3.66 3.67 3.65 3.63 3.62 3.66 3.64 3.63 3.66 3.64 Claims paid in a timely and hassle-free manner Importance and satisfaction — mean score by health insurer Tricare/military Kaiser Permanente AARP PacifiCare/Secure Horizons BCBS of Michigan Humana BCBS of Illinois Highmark Medicare CareFirst BCBS Medicare and Part D Medicaid Blue Cross & Blue Shield Assoc. WellPoint Anthem Health Care Services Corp. Other health plan Coventry UnitedHealthcare — Net Aetna Cigna UnitedHealthcare 2 3.40 3.35 3.36 3.33 3.25 3.24 3.23 3.22 3.21 3.21 3.20 3.20 3.20 3.19 3.18 3.18 3.16 3.16 3.13 3.13 3.10 3.06 3.05 3.46 3.67 3.66 3.65 3.67 3.62 3.67 3.64 3.64 3.64 3.66 3.50 3.64 3.59 3.65 3.64 3.67 3.67 3.62 3.65 3.62 Courteous and helpful plan representatives Importance and satisfaction—mean score by health insurer Tricare/military Kaiser Permanente AARP BCBS of Michigan BCBS of Illinois Humana Coventry Highmark Medicare Blue Cross & Blue Shield Assoc. Other Healthcare Plan Medicaid PacifiCare/Secure Horizons Health Care Services Corp. WellPoint CareFirst BCBS Medicare and Part D Anthem UnitedHealthcare — Net Aetna Cigna UnitedHealthcare 2 3.30 3.25 3.21 3.21 3.20 3.17 3.17 3.17 3.16 3.16 3.15 3.14 3.14 3.12 3.12 3.12 3.11 3.11 3.10 3.07 3.06 3.43 3.49 3.48 3.53 3.53 3.47 3.51 3.50 3.51 3.51 3.50 3.41 3.53 3.52 3.40 3.33 3.41 3.50 3.54 3.50 3.51 3.54 3.52 is Aetna, UnitedHealthcare, or one of the other 150 or more insurance carriers. And the plan may be sponsored by his employer (or former employer if retired) or by a government sponsor. There are numerous other questions having to do with the number of plan choices, length of time in plan, overall satisfaction, and re-enrollment.” The finding that Tricare leads the pack is not the only telling insight garnered. For example, the most popular plans in terms of the share of households using particular insurance carriers are Blue Cross & Blue Shield plans, followed by UnitedHealthcare, Medicare, WellPoint, Aetna, Kaiser Permanente, Anthem, Humana, the Health Care Services Corporation, and Cigna. Tricare members are next with 2.5 percent of the total members reported. The survey presents the member with a list of about 30 plan features or attributes and asks the member to rate each one in terms of importance, with 1 being very important to 4 being not important at all, when selecting his health plan. Next, each member is asked to rate how satisfied he is with the services the plan he is currently enrolled in delivers on a scale of 1 (highly satisfied) to 4 (highly dissatisfied). The survey also allows respondents to say certain satisfaction questions do not apply and their measures are not included in the scores. Under the heading “overall delivery of health plan services,” consumers are asked to rate how much they value certain services and then rate how well their particular plan does in providing that service. The survey asks: • Are claims paid in a timely and hassle-free manner? • Are plan representatives courteous and helpful? • Do plan representatives answer 42 MANAGED CARE / SEPTEMBER 2008

Table of Contents Feed for the Digital Edition of Managed Care - September 2008

Managed Care - September 2008 Editor’s Memo Contents Legislation & Regulation News and Commentary Medication Management Compensation Monitor Archimedes Lends Hippocrates a Hand Some Other Predictive Modeling Programs Messing With Medicare Advantage The Trouble With MAC MedPAC’s Suggestions Sound Familiar The Leader in Patient Satisfaction Formulary Files Plan Watch Tomorrow’s Medicine Ad Index Outlook

Managed Care - September 2008

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