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Published on: September 27, 2019
Member satisfaction surveys: the next frontier
1National Committee for Quality Assurance, Washington, DC, USA.
Managed Care Quarterly
|March 3, 1996
Summary
Member satisfaction surveys in managed care are evolving rapidly. Standardization of these surveys is crucial for consistent evaluation of diverse insurance products and requires collaborative feedback.
Area of Science:
- Health Services Research
- Healthcare Management
- Health Insurance Studies
Background:
- Member satisfaction surveys in managed care are critical for assessing service quality.
- These surveys have experienced significant transformations in content and application.
- Understanding these changes is essential for healthcare organizations.
Purpose of the Study:
- To review and summarize recent evolutions in managed care member satisfaction surveys.
- To identify and explore operational issues concerning survey standardization.
- To highlight the benefits of a standardized core general member satisfaction survey.
Main Methods:
- Literature review of recent trends in member satisfaction surveys.
- Analysis of operational challenges in survey standardization.
- Exploration of stakeholder and consumer feedback mechanisms.
Main Results:
- Managed care satisfaction surveys show rapid content and application changes.
- Operational issues in standardizing a core general survey have been identified.
- Standardization necessitates collaboration and continuous feedback.
Conclusions:
- Standardizing member satisfaction surveys offers a uniform method for evaluating insurance products.
- Collaboration and feedback are key to refining data collection and dissemination.
- Standardization will enhance the comparability and utility of satisfaction data.
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