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

region/plan-specific news : Commercial Health Plans in DC, DE, FL, IL, MD, MI, NC, NJ, OK, PA, TX, VA

Magellan members satisfied with most areas of service

The Magellan center managing member care in the states listed above recently tabulated the results of its annual satisfaction survey of members who accessed care in the prior year. Members returned nearly 3,000 surveys for the 2018 service period, and the results for providers and Magellan were positive.

Magellan's goal is to achieve an overall member satisfaction rate of at least 85%. Aggregate satisfaction rates by plan type are shown below.

2018 overall member satisfaction by plan type

Federal Marketplace (Exchange) Commercial Medicare
89.8% 87.9% 90.0%


Magellan's member satisfaction goal for individual service elements, shown in the following table, is 80% or higher. Service areas with notable results are highlighted below, shown by plan type. 

2018 member satisfaction items by plan type

Survey element

Exchange

Commercial

Medicare

Magellan staff was courteous

91.0%

91.5%

92.5%

Magellan staff was knowledgeable

83.2%

79.1%

84.3%

Magellan staff was responsive

83.8%

80.1%

83.5%

Satisfied with complaint resolution

75.6%

80.0%

76.5%

Got appointment when desired

85.2%

86.4%

84.3%

Overall satisfaction with therapist

93.6%

94.9%

93.9%

Therapist’s skills/specialty matched member’s concern

93.0%

95.3%

94.4%

Was easy to find a therapist/counselor

81.8%

82.1%

83.2%

Was able to get the counseling or treatment

78.0%

78.4%

79.3%

Ease of getting needed counseling through Magellan

84.1%

83.1%

85.5%

How well Magellan managed member’s benefits for treatment

87%

86.5%

88.0%

Note the very positive results for members’ satisfaction with therapists, shown in bold.

2018 member satisfaction for Medicaid plans

Survey element

2018 result

How satisfied do you think your child is with the services and treatment he/she received?

80.6%

If you got in touch with Magellan, how satisfied are you with the help you received?

71.9%

I liked the services that my child received.

91.7%

The time my child waited for his/her first visit was not a problem.

89.8%

Provider staff helped us get information to help us manage my child’s illness.

73.2%

Our culture and racial/ethnic background were considered when planning my child’s services.

72.5%

For Medicaid populations, Magellan’s survey asks parents/guardians for their impressions
of the care and service their family received. 

Combined, these survey results point to certain elements of service that Magellan contracted providers can improve.

Areas for improvement, as indicated by member survey results

  • Providers should offer after-hours appointment availability for members who cannot afford to miss work during regular business hours.
  • In order to keep the online provider directory accurate (thereby assisting members in finding the most appropriate therapist), providers should regularly update their practice data on the Magellan website, including provider specialties.
  • In serving Medicaid members, providers should address possible cultural norms and differences in their treatment planning, as well as provide educational resources to assist members in managing their illnesses or those of their children. 

The Magellan care center appreciates your continuing commitment to providing responsive member care!

2018 MarCom Gold Award Winner 2017 MarCom Gold Award Winner
2016 MarCom Gold Award Winner 2015 MarCom Platinum Award 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.

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