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

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 • A P P E N D I C E S
APPENDIx 12: HMoS VS. PPoS, CoMMERCIAl PlANS
CaHPs MEMbEr satIsfaCtIon MEasurEs
HMos vs. PPos: CoMMErCIal avEragEs—2010
MEASURE HMo PPo DIffERENCE
Consumer and Patient Engagement and Experience
Rating of Health Plan—Rating of 8, 9 or 10 64.2 58.6 -5.6
Rating of Health Plan—Rating of 9 or 10 40.3 33.7 -6.6
Rating of Health Care—Rating of 8, 9 or 10 76.6 75.6 -1.0
Rating of Health Care—Rating of 9 or 10 50.7 48.1 -2.6
Getting Needed Care—Usually or Always 86.2 86.6 0.4
Getting Needed Care—Always 53.9 53.9 0.0
Getting Care Quickly—Usually or Always 86.5 87.1 0.7
Getting Care Quickly—Always 58.2 57.7 -0.5
How Well Doctors Communicate—Usually or Always 93.9 94.6 0.7
How Well Doctors Communicate—Always 73.5 73.5 0.0
Rating of Personal Doctor—Rating of 8, 9 or 10 83.2 82.8 -0.4
Rating of Personal Doctor—Rating of 9 or 10 65.0 62.8 -2.2
Rating of Specialist—Rating of 8, 9 or 10 82.3 81.6 -0.7
Rating of Specialist—Rating of 9 or 10 64.1 61.9 -2.2
Customer Service—Usually or Always 84.5 83.0 -1.4
Customer Service—Always 59.4 55.5 -3.9
Claims Processing—Usually or Always 88.6 87.8 -0.8
Claims Processing—Always 55.5 50.7 -4.7
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