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

region/plan-specific news : Commercial Health Plans in AZ, DC, DE, FL, GA, IL, MD, NJ, OH, PA, TX, VA

Members' experience remains positive overall, with some areas noted for improvement

The Magellan center managing member care in the states listed above recently tabulated the results of its annual satisfaction survey, sent to a subset of members who accessed care in the prior year. The results for providers and Magellan were mixed, with some areas showing positive responses and some areas indicating opportunities for improvement.

Our goal is to achieve an overall member satisfaction rate of at least 85%. We met this target with Medicare members, but commercial and Exchange members’ satisfaction fell below the benchmark. Also note that Medicare members gave the service of providers and office staff a 90% satisfaction rating, while commercial and Exchange members ranked providers’ services significantly lower.

View aggregate satisfaction rates below.

2020 member satisfaction by plan type

 

 

Medicare Commercial  Exchange

Number of members responding

1,054

383

138

Overall satisfaction

91.6%

80.6%

82.8%

Plan coverage

92.1%

80.3%

84.7%

Accessibility of services

85.3%

76.8%

79.9%

Service of providers and office staff

90.0%

78.8%

78.4%

Pleasant experience working with Magellan staff/systems

90.2%

75.8%

79.3%

Magellan's effectiveness at meeting your needs

90.9%

80.9%

87.5%

Ease of getting what you needed

86.5%

72.4%

79.3%

 

Magellan members continue to seek appointment times that meet their needs. If there is one thing you could do to improve our members’ experience with obtaining behavioral health services, it would be offering more flexible appointment times.


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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