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MEMBER SERVICES COMPLAINT SATISFACTION SURVEY BI-ANNUAL REPORT ( JULY – DECEMBER 2010 )

MEMBER SERVICES COMPLAINT SATISFACTION SURVEY BI-ANNUAL REPORT ( JULY – DECEMBER 2010 ). Survey Response. 55 Surveys were distributed to individuals making complaints 19 Surveys were completed and returned Return Rate: 35%. 4/1/2014. 2.

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MEMBER SERVICES COMPLAINT SATISFACTION SURVEY BI-ANNUAL REPORT ( JULY – DECEMBER 2010 )

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  1. MEMBER SERVICES COMPLAINT SATISFACTION SURVEY BI-ANNUAL REPORT ( JULY – DECEMBER 2010 )

  2. Survey Response • 55 Surveys were distributed to individuals making complaints • 19 Surveys were completed and returned • Return Rate: 35% 4/1/2014 2

  3. Satisfaction Rates* by Question19 Surveys for Analysis *Satisfaction Rate is calculated using responses of ‘Satisfied’ and ‘Very Satisfied’

  4. Survey Responses by Question • All Responses • How easy was it to get in touch with the SHC Member Services staff? • 13 Very Satisfied (69%) • 5 Satisfied (26%) • 0 Partially Satisfied (0%) • 1 Unsatisfied (5%) • 2. Do you feel that the Member Services staff was willing to listen to your • complaint? • 14 Very Satisfied (73%) • 2 Satisfied (11%) • 0 Partially Satisfied (0%) • 3 Unsatisfied (16%) • 3. Were you satisfied with the amount of time you were able to speak with • Member Services staff? • 12 Very Satisfied (63%) • 6 Satisfied (32%) • 1 Partially Satisfied (5%) • 0 Unsatisfied (0%) 4/1/2014 4

  5. Survey question continued • How polite was the Member Services staff? • 14 Very Satisfied (74%) • 5 Satisfied (26%) • 0 Partially Satisfied (0%) • 0 Unsatisfied (0%) • How satisfied were you regarding Member Services staff providing information in a timely manner? • 12 Very Satisfied (63%) • 2 Satisfied (11%) • 0 Partially Satisfied (0%) • 5 Unsatisfied (26%) • Overall, how satisfied were you with the resolution of your complaint? • 6 Very Satisfied (32%) • 0 Satisfied (0%) • 8 Partially Satisfied (42%) • 5 Unsatisfied (26%) 4/1/2014 5

  6. Analysis and Actions Taken • Complaint # (s) 5019, 5020, 5021, 5022, and 5023: (Same Complaint re: 5 different members). Answer to question # 6 indicated partially satisfied for all complaints noted.  Answered questions 1-5 as very satisfied.  In regards to question # 6: (overall satisfaction with resolution). Complainant indicated they were partially satisfied due to the complaint taking two months to resolve.  Records indicated the complaint was resolved in 14 calendar days. (Within 15 calendar day limit for resolution).  Complaint was received 8/4/11 and letter of resolution sent 8/18/11. • Complaint # 5026: Question # 1 unsatisfied, question # 3 & 6 partially satisfied. Question # 1 regarding ease of access to the staff. Caller indicated it was unclear who they should speak with. Question 3 (follow up actions) and 6 (overall satisfaction) pertained to the provider not returning calls not Member Services staff. • Complaint # 5035 and 5036: (same complainant/two different complaints) All questions answered as very satisfied or satisfied however question # 6 regarding overall satisfaction indicated partial satisfaction with provider not Member Services staff. • Complaint # (s) 5046, 5047 and 5048: Same complaint issues/three different complaints.  Complainant indicated dissatisfaction with question # 2 (willingness of staff to listen), # 5 (providing information in a timely manner), and 6 (overall satisfaction).  The complainant insisted the complaint was against SHC when in actuality the complaint was regarding a provider and a Hospital/not providing timely access for inpatient bed.  Mike informed the complainant/the complainant indicated they now understood. • Complaint # 5056 and 5057: Same complaint issues/three different complaints.  Complainant indicated dissatisfaction with question # 5 (providing information in a timely manner), and 6 (overall satisfaction). The complainant insisted the complaint was against SHC when in actuality the complaint is was regards to a provider and a Hospital not providing timely access to an inpatient bed.  Mike called the complainant and informed them of this information and the complainant indicated they now understood.

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