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, but some areas need 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%, which was achieved for Medicare members, but missed for commercial and exchange members. (The survey sample size for exchange plan members was limited.) Aggregate satisfaction rates are below.
2021 member satisfaction by plan type
|
|
Medicare members |
Commercial members |
Exchange members |
|
Number of members responding |
1,048 |
375 |
79 |
|
Overall satisfaction |
88.0% |
81.9% |
71.7% |
|
Plan coverage |
89.1% |
80.2% |
66.4% |
|
Accessibility of services |
82.7% |
70.2% |
66.7% |
|
Service of providers and office staff; Magellan’s providers respect my/my child’s cultural and language needs. |
88.2% |
76.7% |
68.1% |
|
Pleasant experience working with Magellan staff/systems |
85.8% |
75.8% |
66.2% |
|
Magellan's effectiveness at meeting your needs |
86.6% |
81.8% |
64.7% |
|
Ease of getting what you needed |
81.2% |
75.1% |
66.2% |
Magellan staff are working on several key areas for improvement. One key area network providers can improve upon is accessibility of services – offering appointment times that meet the member’s needs. For the commercial and exchange plan membership, respect for members’ cultural and language needs also fell below the 85% target.
Improving availability for members by offering flexible appointment times and continued telehealth availability could increase overall member satisfaction.
Thank you for all you do to care for and be available to Magellan members.