Continuous Improvement and the Expansion of Quality ... - NCQA

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ating of specialist T H E S TAT E o f H E A l T H C A R E Q U A l I T y 2 0 1 1 • C A H P S Respondents were asked to give their specialist an overall rating, with 0 equaling “worst specialist possible” and 10 equaling “best specialist possible.” The tables below represent the percentage of respondents who rated their specialist either 9 or 10. yEAR ratIng of sPECIalIst: ratIng of 9 or 10 CoMMERCIAl MEDICARE MEDICAID HMo PPo HMo PPo HMo 2010 64.1 61.9 NA NA 61.3 2009 61.8 60.4 69.3 70.8 60.5 2008 62.3 60.5 68.9 69.9 60.7 2007 61.7 60.5 69.2 70.2 60.8 2006 60.7 62.4 70.7 73.0 59.3 2005 57.2 59.1 67.7 71.7 60.2 2004 56.2 NA 67.5 NA 59.2 2003 55.8 NA 67.7 NA 58.3 2002 54.4 NA 67.7 NA 57.8 2001 54.6 NA 68.5 NA 75.3 2000 53.7 NA NA NA NA 1999 51.8 NA NA NA NA 125 C o N S U M E R A N D P A T I E N T E N G A G E M E N T A N D E x P E R I E N C E
C o N S U M E R A N D P A T I E N T E N G A G E M E N T A N D E x P E R I E N C E 126 Customer service N AT I o N A l C o M M I T T E E f o R Q U A l I T y A S S U R A N C E The Customer Service composite measures members’ perception of the usefulness and quality of customer service they experienced in the last 12 months (for those who tried to get information or help from their plan’s customer service). Members were asked how often their health plan’s customer service: • Gave them the information or help they needed • Treated them with courtesy and respect. Responses were “Never,” “Sometimes,” “Usually” and “Always.” The rates displayed represent the average percentage of health plan members nationwide who responded “Always.” yEAR CustoMEr sErvICE: alWays CoMMERCIAl MEDICARE MEDICAID HMo PPo HMo PPo HMo 2010 59.4 55.5 NA NA 59.5 2009 57.9 54.5 66.4 NA 57.9 2008 57.2 53.5 66.6 64.3 59.0 2007 55.4 50.7 66.5 62.5 57.3 2006 54.2 53.9 NA NA 49.7 2005 71.2 69.7 91.5 87.7 68.6 2004 71.0 NA 94.8 NA 69.8 2003 70.8 NA 94.5 NA 69.7 2002 70.4 NA 94.3 NA 67.4 2001 67.2 NA 94.8 NA 67.5 2000 66.6 NA NA NA NA
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Continuous Improvement and the Expa
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2 This Report and the data containe
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4 N AT I o N A l C o M M I T T E E
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top 10 and bottom 10 states “loca
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16 this measure has shown steady ga
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24 HEDIS MEASURES of CARE about HEd
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S A f E T y A N D P o T E N T I A l
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W E l l N E S S A N D P R E V E N T
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C H R o N I C D I S E A S E M A N A
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M E A S U R E S T A R G E T E D A T
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Page 129 and 130: 128 N AT I o N A l C o M M I T T E
Page 131 and 132: 130 APPENDIx 1: HEDIS EffECTIVENESS
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Page 173 and 174: 172 MEASURE N AT I o N A l C o M M
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176 MEASURE N AT I o N A l C o M M
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178 MEASURE N AT I o N A l C o M M
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180 APPENDIx 16A: VARIATIoN IN PlAN
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182 APPENDIx 16b: VARIATIoN IN PlAN
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184 REfERENCES N AT I o N A l C o M
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186 N AT I o N A l C o M M I T T E
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ACkNoWlEDGMENTS Health Plans The 20
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