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

region/plan-specific news : California

California members express high satisfaction with providers in recent survey

But they also feel it could be easier to obtain services

In the 2020 Member Satisfaction Survey, Magellan HAI-CA* members expressed their highest levels of satisfaction with their therapists or counselors and our language assistance program. According to results, HAI-CA achieved an overall member satisfaction rating of 82.6%, which was below Magellan’s goal of 85%. The survey response rate was 19.2%.

Note: The 2020 survey design and administration, including the overall satisfaction question and rating scale, changed from 2019; consequently, the 2020 results cannot be compared to the 2019 results.

Key area satisfaction rates included:

 

Question(s)

2020 result

Overall, the services I received helped me/my child deal more effectively with my/my child's concerns.

86.9%

I/my child have access to quality healthcare.

88.0%

The services I/my child receive through Magellan providers are available at times that are good for me/my child.

87.6%

I felt comfortable asking healthcare providers questions about treatment and/or medication.

90.7%

Office wait time did not exceed 15 minutes.

90.4%

Magellan's language assistance services

100%

Magellan HAI-CA members expressed their highest levels of satisfaction with their therapists or counselors. 

Opportunities for improvement:

 

Question(s)

2020 result

How easy or difficult was it to get what you/your child needed?

75.0%

 The 2020 key driver analysis identified one question as most likely to impact the overall satisfaction ratings.

 

Here are some ways you can help improve the member experience:
  • Return member calls within a reasonable timeframe. Magellan’s standard is within one business day.
  • Set up an auto email/voicemail response that indicates your current availability and how soon the member can expect to hear back from you.
  • If you don’t accept appointment requests via email, set up an auto response that invites members to call you for an appointment instead.
  • Keep your appointment availability status up to date via MagellanProvider.com. The information you enter in the Provider Data Change Form feeds our provider directory for members in real time.
 
Where Magellan is making changes to improve things for members:

In the 2020 survey, responses to certain questions presented opportunities where Magellan has already made changes or will continue to strive for improvement, including:

  • Reduced barriers by offering telehealth during COVID-19.
  • Expanded access to mental health providers, including specialty care.
  • Enhanced the provider directory by continuing to validate provider information and improve search functionality, while also providing the direct link to an online scheduling page for providers where available.
  • Improved collection and documentation of member grievances.
  • Expanded appointment assistance through our care management team.
  • Instituting proactive follow up with members who request provider lists.
  • Continuing to build robust customer care training platforms to increase skill sets.
  • Streamlining clinical collection processes for inpatient and intensive outpatient authorizations.
  • Assisting members so that they understand the financial impacts of obtaining services.

 

Thank you for supporting Magellan members!

 

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

 

 

 

2020 MarCom Gold Award Winner 2019 MarCom Gold Award Winner
2018 MarCom Gold Award Winner 2017 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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