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

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What members want (hint: it's better access to care, according to our survey)

Although members find working with Magellan providers helpful and feel that they are respected and understood, getting connected with a provider initially is the biggest challenge.

Magellan cares about the members we serve, and we know you do too. In the ongoing effort to improve the quality of our programs and services, we conduct an annual survey that gives members across the country an opportunity to weigh in on areas of service that they are happy about and where they notice the need for improvement. 

Rates of satisfaction are measured across multiple domains such as accessibility of care, timeliness of service, convenience of appointment times, responsiveness of the therapist, helpfulness of our customer services, and other areas comprising the treatment experience. 

Overall member satisfaction rates above 73% for all plans in 2019

  • Employee Assistance Programs (EAPs): 79.4%
  • Commercial health plans: 85.2%
  • Employer plans: 73.1%
  • Public sector plans (adults): 89.5%*
  • Public sector plans (minors): 89.1%** 

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

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


What members across all plans say providers could improve 

Providers could offer more convenient appointment times (including urgent appointments) for members.


 

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This is why it is so important to keep your appointment times and availability up to date 
in our provider directory and return member calls in a timely manner.

You can make a difference in these areas by keeping your appointment times and availability up-to-date in our provider directory. 

As a Magellan provider, are you accessible within a timeframe that reflects the clinical urgency of the member’s situation?

We ask that you make every effort to be flexible to accommodate member schedules based on their needs. Not only is this good practice, it’s part of your contractual relationship with us.  

If you haven’t already done so, why not consider using telehealth in your practice? Treat members at a time that works, and a place that's safe and secure for both of you using real‐time, two‐way communication via secure online virtual sessions. 

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What members liked best about Magellan services and providers

  • Language assistance services (95.5%, commercial health plans)
  • How well counselors listened to and understood members’ concerns (86%, employee assistance programs)
  • Providers treated members with dignity and respect (90.2%, public sector - minors)

At the heart of members’ satisfaction is the feeling that they are understood, respected and supported,
and that’s largely in part to YOU.


Members' perceptions about services

2019 Provider-related Survey Item
EAP
Health Plan 
Employer 
Public Sector-Adults 
Public Sector-Minors

Percent offered an appointment <14 days*

83.1%

91.2%

-

-

-

Services available at a time that is good for me

76.3%

82.2%

78.3%

90.6%

91.2%

Convenient service location

-

77.7%

73.5%

87.8%

87.4%

Providers respect my language and cultural needs

-

80.0%

73.2%

90.4%

91.9%

Members from across the country rate their satisfaction across multiple domains.

 

*Access standards vary according to plan.

Thank you for your commitment to meeting the needs of Magellan members and improving their satisfaction with the mental health and substance abuse services they receive. We will continue to collaborate with providers to improve the member experience and their treatment outcomes.

New survey methodology

Beginning in 2018, Magellan’s Customer Experience Analytics team conducted analysis on multiple years of member survey data and identified several themes in the responses. They began a program to revise surveys to focus on high-priority challenges, such as accessibility of care. Going forward, member surveys (and our reporting to you) will include more information about access to care as we try to get better data about this important topic.

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2017 MarCom Gold Award Winner 2016 MarCom Gold 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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