Missouri
Provider Communications
2019 Commercial member satisfaction with behavioral health care and services survey results
Background – Survey and Methodology
NCQA requires plans to conduct an annual survey to evaluate member experience with behavioral health care and services. These Behavioral Health (BH) satisfaction surveys are administered to all Anthem Blue Cross and Blue Shield (Anthem) NCQA Accredited Commercial and Marketplace health plans. Additionally, some state regulations require the need to assess member satisfaction with BH services.
Internal Anthem accreditation and clinical behavioral health staff, including psychiatrists as well as other medical directors, developed Anthem’s BH survey. The survey was designed to target actionable issues about behavioral health providers related to quality of care, access to care, interaction with the patient, coordination of care, billing, prescriptions, and quality of the office site. The survey was conducted by an independent NCQA-certified research firm, DSS Research, Inc.
The results of the 2019 survey of Missouri HMO/POS providers, along with the Anthem averages, are listed below. On the following measures, the Missouri HMO/POS provider scores were comparable or better than the Anthem average. Measures with fewer than 20 respondents have been excluded.
|
Category |
Measure |
Missouri HMO/POS 2019 Score |
Anthem |
|
Access and Timeliness |
Got initial routine appointment within 10 business days |
76% |
68% |
|
Got follow-up appointment within 30 calendar days |
88% |
82% |
|
|
Location and Staff |
Transportation options to the provider’s office were easy to get |
77% |
76% |
|
Parking at the location of services was easy |
82% |
80% |
|
|
Office or Clinic |
The office was located in a safe neighborhood and the outside was well-lit |
96% |
96% |
|
The office was neat and clean |
96% |
97% |
|
|
The waiting room was soundproof and adequately met patient needs |
84% |
85% |
|
|
Billing |
Had a discussion with the provider about the charges |
77% |
79% |
|
Provider billed more than the amount covered by insurance, copay |
5% |
4% |
|
|
Prescriptions |
How much the doctor talked about reasons to take medicines |
96% |
92% |
|
How much the doctor talked about reasons not to take medicines |
71% |
64% |
|
|
Provider asked what the patient thought was best |
86% |
88% |
The goal for all measures is to be at least meeting the Anthem average. On the following measures, the Missouri HMO/POS providers scored at least one standard deviation below (or above on the financial/billing measure) the Anthem average. Measures with fewer than 20 respondents have been excluded.
|
Category |
Measure |
Missouri HMO/POS 2019 Score |
Anthem |
|
Access and Timeliness |
Able to get Behavioral Health care |
86% |
91% |
|
Location and Staff |
Staff willing to see patient as often as necessary |
81% |
84% |
|
Staff returned calls within 24 hours |
69% |
83% |
|
|
Able to get all needed services |
71% |
84% |
|
|
Able to see a provider when patient wanted |
73% |
79% |
|
|
Interaction with Patient |
Attention paid to what patient had to say |
84% |
90% |
|
Respect for what patient had to say |
79% |
91% |
|
|
Understanding of patient’s concerns |
81% |
89% |
|
|
Explanation of things in a way that was easy to understand |
82% |
90% |
|
|
Thoroughness and skill of the provider |
86% |
89% |
|
|
Success in meeting patient needs |
75% |
84% |
|
|
Respect for cultural and/or religious/ spiritual beliefs |
82% |
91% |
|
|
Willingness to allow patient to take part in the treatment plan |
86% |
90% |
|
|
Coordination of Care |
Provider spoke with other treating providers when appropriate |
82% |
85% |
|
Office or Clinic |
Waiting room had enough seating |
91% |
94% |
|
Prescriptions |
Told about possible side effects of medicines |
82% |
91% |
|
Billing |
Received unexplained bill from the provider |
14% |
7% |
Summary/Next Steps
At Anthem, we strive for excellence in all aspects of service to our members. We know that our participating providers strive for the same goal. The survey results indicate many areas with potential for improvement. Please review the survey and consider ways that together, we can provide a better member experience. If you have questions or concerns about the survey results, please contact your network consultant.
Featured In:
July 2020 Anthem Provider News - Missouri