NEWS RELEASE
February 8, 2000

Medicaid Beneficiaries Give High Ratings to their Health Care

Michigan Department of Community Health, James K. Haveman, Jr., today released the 1999 Consumer Satisfaction Survey Report which focused on 22 Michigan health plans serving adult Medicaid beneficiaries in managed care and 21 health plans serving child Medicaid beneficiaries in managed care. The survey focused on getting needed care, getting care quickly, how well doctors communicate, courteous and helpful office staff and customer service.

"These survey results are an excellent indication that persons receiving Medicaid are pleased with the services they are receiving not only from their doctor, but from their Qualified Health Plan," said Haveman. "This survey is an important tool in our efforts to continue to improve services to children and families and allows us to focus on specific areas identified as needing improvement."

The survey of adult Medicaid beneficiaries found:
• 77% gave their personal doctor or nurse an 80% or higher rating
• 77% gave their medical specialist an 80% or higher rating
• 70% gave all doctors and other health providers overall an 80% or higher rating
• 69% reported that getting care was not a problem and 75% reported they usually or always received care quickly
• 83% reported that their doctors usually or always communicate well and 87% reported that office staff was usually or always courteous and helpful
• 65% were advised to quit smoking on at least one visit
• 62% gave their health plan an 80% or higher rating

The survey of child Medicaid beneficiaries found:
• 80% reported doctors usually or always discussed the child's behavior and growth with the parent
• 79% gave their child's personal doctor or nurse an 80% or higher rating
• 76% gave their child's medical specialist an 80% or higher rating
• 74% gave all doctors and other health providers of their child an 80% or higher rating
• 77% reported that getting care for their child was not a problem and 80% said their child usually or always received care quickly
• 88% reported their child's doctor usually or always communicate well and 79% said doctors always or usually explained things so children could understand
• 66% of parents gave their child's health plan an 80% or higher rating

The Department of Community Health commissioned the survey from Market Facts, a survey company specializing in health care and other consumer satisfaction surveys, to conduct the surveys following standards Consumer Assessment of Health Plans Study questionnaire and protocol (CAHPS) procedures.

The adult survey included 6,915 final samples and the child survey included 3,680 samples. It is a mail survey with significant telephone follow up. Michigan is one of 29 states to use this particular survey tool and in the future will be able to compare rates to other states.