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

region/plan-specific news : California

California members remain satisfied with Magellan provider services

According to 2019 member satisfaction survey results, HAI-CA* achieved an overall member satisfaction rating of 69.7%, with a survey response rate of 17.6%. The overall member satisfaction rate was below Magellan’s goal of 90%.

Key areas of member satisfaction

 

Measured satisfaction item

2019 result

Therapist characteristics (e.g., age, gender, skills, ethnic background, language)

94.07 - 95.89%

Office staff treated member with courtesy and respect

92.8%

Therapist quality: therapist listened and understood concerns

91.8%

How often therapist/counselor(s) clearly explained things in a way the member could understand

89.9 %

Therapist promptness

88.5%

How often the member was involved in their own counseling or treatment

86.5%

How often the therapist/counselor(s) spent enough time with the member

85.9%

How much the counseling or treatment helped the member

83.6%

With regard to network providers, Magellan HAI-CA members expressed their highest levels of satisfaction with their therapists or counselors, as shown above.

Member access complaints indicate members continue to express barriers with providers’ lack of responsiveness to calls for an initial appointment, providers' lack of availability to take new members, or providers not taking HAI-CA members.

Members also rated Magellan’s overall services. The highest levels of satisfaction were in the following areas.

Measured satisfaction item

2019 result

Magellan's language assistance services

89.8%

Courteousness of Magellan staff members

89.3%

Opportunities for improvement

In the 2019 survey, responses to certain questions presented opportunities where Magellan will strive for improvement. These areas include:

  • The member’s ease of obtaining the counseling or treatment the member or therapist/counselor believed necessary.
  • Delays in awaiting approval from Magellan.
  • Ease of locating a therapist/counselor through Magellan.
  • Timeliness of accessing care.
  • Improved training for Magellan representatives who support member inquiries about benefits and claims. 

Magellan of California’s Member Services Committee will identify the corrective action measures needed to improve member satisfaction in the areas listed above.

 

*In California, Magellan does business as Human Affairs International of California, Inc. and/or Magellan Health Services of California, Inc. – Employer Services.

2019 MarCom Gold Award Winner 2018 MarCom Gold Award Winner
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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