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Member Satisfaction:
The Little Health Plan That Could
Every spring, Arnett HealthPlans participates in a nationwide survey conducted by an independent agency. The annual survey is one method we use to help us understand how well we are serving your needs.
Each year in early spring, an independent agency selects a sample of Arnett members to represent the opinion of all members who have Arnett Health Plans, much the same way the television industry rates your favorite show. Some questions on the survey specifically ask you to rate your primary care physician, specialty care physician, overall health, and the customer service you receive from your doctor and Arnett HealthPlans. The responses to these questions are tabulated and summarized, then sent to us by the independent agency.
Arnett utilizes this information in two ways. One, we have the ability to compare our self with other health plans. Two, we can determine our strengths and areas for improvement. Because the survey is conducted annually, Arnett can use the results to determine if our improvement efforts are making a positive impact.
The results for the survey conducted in spring of 2002 can be found in the chart below. The table lists the survey questions, the satisfaction rate and how Arnett compared nationally. As you can see by the rather impressive scores, members of Arnett HealthPlans enjoy a quality health plan with exceptional attention to service in comparison to other HMOs on a national level.
| Survey Questions | 2002 Score | Natl. Avg. | | Rating of your personal doctor. | 74.80% | 74.71% | | Rating of your specialist. | 71.50% | 76.36% | | Rating of your overall health care. | 73.10% | 73.32% | | Rating of Arnett HealthPlans. | 70.00% | 61.92% | | Rating of getting needed care. | 83.38% | 76.75% | | Rating of getting care quickly. | 84.77% | 79.72% | | Rating of how well your doctors communicate. | 90.18% | 90.72% | | Rating how courteous was the office staff. | 94.31% | 91.96% | | Rating the customer service received from Arnett Health Plans. | 76.54% | 67.22% | | Rating claims processing. | 88.21% | 83.85% |
The Survey Score percentage equals the percentage of responses that answered 1 or 2 on a scale of 1-10, 1 being the highest rating, 10 the lowest rating. |
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