Member Satisfaction Survey

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Angelina Long
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1 Member Satisfaction Survey 2016 Results and 2017 Future Plans Presented by Melissa Reagan, M.S.W., L.S.W, Quality Performance Specialist

2 Agenda Review the purpose of the Member Satisfaction Survey and what topics are addressed in the survey. Present the methods and data collection information. Review 2016 survey analysis and findings. Present 2017 plans for the Member Satisfaction Survey. Allow Time for Question and Answer. 1

3 Providers will understand what the Member Satisfaction Survey measures and how information is collected. Providers will be informed on the results from the 2016 Member Satisfaction Survey. Providers will know what improvements are planned for the 2017 Member Satisfaction Survey. Objectives 2

4 Member Satisfaction Surveys PerformCare conducts annual Member Satisfaction Surveys to determine how well PerformCare is meeting Member needs and to assess their experience with services authorized through PerformCare. PerformCare used the Consumer Assessment of Healthcare Providers and Systems (CAHPS ) program, Experience of Care and Health Outcomes (ECHO ) Survey, versions Child Managed Behavioral Health Organization 3.0 and Adult Managed Behavioral Health Organization 3.0 for the 2016 Member Satisfaction Surveys.

5 PerformCare contracted with vendor Morpace Market Research & Consulting for the data collection and analysis. The participants were chosen based upon a random, stratified sampling technique. Morpace mailed surveys directly to those chosen for the survey. Since direct mailings cannot be used for Members receiving Substance Use (SU) services, 64 Providers of SU treatment were mailed a total of 531 surveys to distribute directly to Members. Survey Method & Design 4

6 Survey Data Collection Morpace initially mailed 4,000 surveys to PerformCare Members. After evaluating the first mailing, Morpace mailed an additional 3,000 surveys in an attempt to obtain enough child survey responses. A total of 524 surveys were returned undeliverable. At the end of data collection, 583 (383 adult and 200 child) surveys were completed. The overall response rate of 8.33% was a slight increase from the 2015 response rate of 7.48%. This response rate is within the norm of other BH-MCOs utilizing the ECHO survey. 5

7 Survey Data Collection The table below shows the number of surveys mailed to each age group based on the contract in which the Member resides. Age Group BHSSBC CABHC TMCA Total 14 years and 336 (9.40%) 2,862 (80.08%) 376 (10.52%) 3574 (51.06%) older 0-13 years old 232 (6.77%) 2,793 (81.52%) 401 (11.71%) 3426 (48.94%) Below is a breakdown of the surveys completed by contract. Age Group BHSSBC CABHC TMCA Total 14 years and 37 (9.66%) 301 (78.59%) 45 (11.75%) 383 (65.69%) older 0-13 years old 16 (8%) 157 (78.50%) 27 (13.5%) 200 (34.31%) 6

8 The topics explored in the Member Satisfaction survey included: Getting treatment quickly How well Clinicians communicate Comfortable with Counseling or Treatment (new in 2016) Health Promotion and Education Perceived Improvement Member-Centered Care PerformCare Involvement for Counseling or Treatment Overall Rating of PerformCare Topics Covered in the Survey 7

9 2016 Member Satisfaction Survey Results

10 Overall Satisfaction with PerformCare 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Very Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Very Dissatisfied 2016 Adult Results 60.60% 20.80% 14.90% 2.20% 1.60% 2016 Child Results 62.40% 21.00% 13.30% 2.20% 1.10% 9

11 Overall Rating of Counseling or Treatment 2015 Adult Results 2016 Adult Results 2015 Child Results 2016 Child Results 70.60% 77.10% 73.10% 64.00% 32.40% 26.60% 21.80% 24.83% 2.80% 0.74% 3.70% 2.01% % 8,9,10 % 3,4,5,6,7 % 1,2 10

12 Getting Treatment Quickly 2015 Adult Results 2016 Adult Results 2015 Child Results 2016 Child Results 71.10% 77.90% 74.30% 85.10% 86.20% 84.00% 84.50% 82.10% Getting urgent treatment as soon as needed Getting appointment as soon as wanted 11

13 How Well Clinicians Communicate 96.00% 94.00% 92.00% % Always/Usually 90.00% 88.00% 86.00% 84.00% 82.00% 80.00% 78.00% Listen carefully to you Explain things in a way you understand Show respect for what you had to say Spend enough time with you Involved as much as you want in treatment 2015 Adult Results 90.30% 88.80% 90.70% 85.50% 84.20% 2016 Adult Results 90.50% 91.50% 94.40% 86.90% 90.40% 2015 Child Results 89.20% 88.40% 90.60% 88.50% 91.30% 2016 Child Results 93.10% 93.00% 93.10% 89.30% 94.30% 12

14 Comfortable with Counseling or Treatment 2016 Adult Results 2016 Child Results 93.60% 93.00% 84.10% 86.20% 77.50% 74.70% Able to choose provider Given the chance to make treatment choices (%Yes) Comfortable with the physical environment of facility 13

15 Health Promotion and Education % 90.00% 80.00% 70.00% 60.00% % Yes 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Informed about medication side effects Informed about alternate treatment options Given as much information as wanted to manage conditions Informed about patient rights 2015 Adult Results 77.10% 65.30% 81.30% 89.10% 2016 Adult Results 81.00% 59.50% 83.70% 88.70% 2015 Child Results 86.41% 79.10% 78.40% 87.80% 2016 Child Results 84.90% 72.40% 78.40% 87.60% 14

16 Perceived Improvement % 90.00% 80.00% % Much better/a little better 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Ability to deal with daily problems vs. 1 year ago Ability to deal with social situations vs. 1 year ago Ability to accomplish things vs. 1 year ago Ability to deal with symptoms or problems vs. 1 year ago 2015 Adult Results 70.40% 64.90% 64.60% 66.00% 2016 Adult Results 69.50% 62.20% 63.00% 65.30% 2015 Child Results 70.50% 60.90% 59.40% 62.10% 2016 Child Results 67.20% 57.90% 62.40% 63.10% 15

17 Member-Centered Care 2016 Adult Results 2016 Child Results 89.40% 96.10% 92.00% 90.50% 82.80% 74.10% 71.40% 71.60% Ability to refuse medication and treatment Believed information about treatment shared with others (%No) Care responsive to cultural needs Counseling facilitated recovery and resilience 16

18 PerformCare Involvement for Counseling or Treatment 2016 Adult Results 2016 Child Results 90.60% 87.90% 85.70% 72.00% 76.90% 78.50% 64.60% 65.20% Able to get counseling or treatment needed (%Always/Usually) Able to find or understand written information (%Always/Usually) Able to get help from PerformCare's Member Services (%Always/Usually) Satisfied with level of dignity and respect shown by PerformCare (%Very Satisfied/ Somewhat Satisfied) 17

19 Complaints and Grievances 90.00% 80.00% 70.00% 60.00% 50.00% %Yes 40.00% 30.00% 20.00% 10.00% 0.00% Satisfied with outcome of complaint Satisfied with outcome of grievance 2016 Adult Results 62.50% 57.10% 2016 Child Results 77.80% 37.50% 18

20 Overall Member Areas of Focus for Improvement PerformCare would like to see the following improvements in the results: Increase the percentage of adult Members and child Members and their parent/guardians being informed about alternate treatment options. Increase the percentage for adult Members and child Members and their parent/guardians ratings in the following PerformCare Involvement for Counseling or Treatment questions: The percentage of adult Members and child Members and their parent/guardians rating of the ability to always or usually able to find or understand written information from PerformCare. The percentage of adult Members and child Members and their parent/guardians rating of the ability to always or usually get help from PerformCare Member Services. 19

21 Adult Member Areas of Focus for Improvement In addition to the recommendations above, PerformCare would like to see improvement in the following areas for adult Members in 2017: Increase the percentage of adult Members being able to always or usually get urgent treatment as soon as needed. Increase the percentage of adult Members ratings in the following questions under the Comfortable with Counseling or Treatment category: Increase the percentage of adult Members being able to make treatment choices. Increase the percentage of adult Members being able to choose a provider. Increase the percentage of adult Members ratings in the following questions under the Health Promotion and Education category: Increase the percentage of adult Members who indicate that the provider discussed including family or friends in counseling or treatment. Increase the percentage of adult Members who indicate that the provider told them about self-help or support groups. Increase the percentage of adult Members who indicate that they feel they are able to refuse medication and treatment. Increase the percentage of adult Members who indicate that they feel very satisfied or somewhat satisfied with the level of dignity and respect shown by PerformCare. 20

22 Child Member Areas of Focus for Improvement In addition to the recommendations for all Members, PerformCare would like to see improvements in the following areas for child Members in 2017: Increase the percentage of child Members and their parent/guardians who feel that they are given as much information as wanted to manage condition. Increase the percentage of child Members and their parents/guardians positive responses in the Member-Centered Care category: Increase the percentage of child Members and their parent/guardians response that the care is responsive to their cultural needs. Increase the percentage of child Members and their parent/guardians response that counseling facilitated recovery and resilience. Increase the percentage of child Members and their parents/guardians rating their satisfaction with the ISPT meeting process as very satisfied or somewhat satisfied. 21

23 Actions Related to the 2016 Results PerformCare is offering this webinar for Providers to review the results from the Member Survey, to ensure Providers are informed on what they may be able to improve upon in relation to results. For those not able to attend the live presentation, a recording will be posted on the PerformCare website. Many of the recommendations for both adult and child Members relate to Recovery/Resiliency and providing Member-Centered Care. PerformCare will offer a training webinar to providers on this topic to assist Providers in making improvements in this area. 22

24 Improvements to the Survey Tool and Process For the 2017 Member Survey, PerformCare has also made the following improvements to the Survey process and tool: Telephonic data collection, in addition to the mailed surveys; to increase the response rate. Reduced the length of the survey to increase the overall response rate. Attendance at the Stakeholder Advisory Committee Meetings in all regions to present the results to Members, and also to obtain their feedback on the survey and process. 23

25 Questions, Comments, Feedback? Thank you for your participation! Any additional feedback related to the Member Satisfaction Survey results or process can be submitted to: Melissa Reagan, M.S.W., L.S.W., Quality Performance Specialist at

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