Magellan Healthcare
Provider Focus Newsletter
News & information for Magellan network providers

features :

Member satisfaction with Magellan services, providers remains high

Each year, Magellan organizes comprehensive outreach to obtain direct feedback about our behavioral health services from the people we’re serving—our members nationwide. The most recent results, spanning calendar year 2017, demonstrate that providers and Magellan are continuing to meet members’ needs at a high level.

Through the satisfaction survey process administered by our Evaluation and Outcomes Surveys department, we ask a large sample of members served during the year to rate the performance of Magellan staff and providers across a host of service areas. We ask members to rate their satisfaction with things like the ease of access to Magellan and providers via phone, waiting time for appointments, courtesy of the provider’s office staff, the overall effectiveness of services in meeting the member’s needs, and many more areas of service.

Overall member satisfaction for 2017

Here’s how members evaluated Magellan (total mental health/substance abuse services) overall, as broken out by program:
  • Employee Assistance Programs (EAPs): 88 percent
  • Commercial Health Plans: 89.5 percent
  • Employer Plans: 91.7 percent
  • Public Sector Plans (Adults): 87.8 percent*
  • Public Sector Plans (Minors): 80.9 percent**

 *Public Sector refers to state-sponsored or other publicly funded health programs.

**Magellan administers surveys for minors via parents/guardians.

membersatisfaction

How providers contributed to Magellan member satisfaction in key areas  

2017 Provider-related Survey Item
EAP
Health Plan
Employer
Public Sector-Adults
Public Sector-Minors

Overall satisfaction with therapist

89.5%

93.8%

96.3%

-

-

Convenience of appointment times

85.1%

84.6%

94.3%

85.1%

83%

Therapist listened, took questions and understood member’s concerns

90.5%

95.7%

95.5%

87.4%

81.8%

Member helped by services received

69.4%

89%

96.2%

79.9%

75.5%

Member would use this program if seeking help again/or recommend program to others

93.3%

85%

94.8%

80.6 - 83.4%

77.4-80.1%

What members say they like best about Magellan services and providers

  • Provider listening and understanding members’ concerns (according to EAP and employer plan members, public sector adults)
  • Convenience of appointment times (according to employer plan members)
  • Staff courtesy, clear explanations (according to commercial health plan members, public sector adults)
  • Ability to ask questions and participate in treatment (according to parents/guardians of public sector minors).

Where members say Magellan services and providers could improve

  • Ease of contact, convenient appointment times (according to EAP members)
  • Office location, provider specialty matched needs (according to employer plan members)
  • Waiting for appointment (according to commercial health plan members)
  • Access to providers when needed (according to public sector - adults and minors)
  • Receiving needed information (according to parents/guardians of public sector minors)

As always, we thank you for contributing to and supporting our satisfaction survey efforts. Magellan’s national results for 2017 were very strong and we will continue to work with providers in areas where member satisfaction can be improved. 

2017 MarCom Gold Award Winner 2016 MarCom Gold Award Winner
2015 MarCom Platinum Award Winner 2015 Digital Health Awards winner

About Provider Focus

Welcome to Provider Focus, our award-winning e-newsletter for network providers! Here you’ll find articles and information to keep you up-to-date on news and topics relevant to serving Magellan members, including a section for regional- and plan-specific news. Check back as a new issue is released each quarter.

Previous Issues