Surveying consumer satisfaction to assess managed-care quality: current practices

Area of Science:

• Health Services Research
• Healthcare Management
• Consumer Health Informatics

Background:

• Managed care expansion increases the need for consumer satisfaction data.
• Consumer insights are essential for enhancing healthcare quality and promoting informed choices.
• Various entities, including managed-care plans and government agencies, conduct satisfaction surveys.

Purpose of the Study:

• To synthesize information on consumer satisfaction surveys within managed care.
• To discuss the content, methodologies, and utilization of consumer survey data.
• To identify limitations and suggest improvements for survey effectiveness.

Main Methods:

• Literature synthesis of existing consumer satisfaction surveys.
• Analysis of survey content, methods, and application across different organizations.
• Review of current practices and identification of research gaps.

Main Results:

• Diverse approaches exist in survey content, methods, and data utilization.
• A single survey instrument or methodology cannot meet all needs.
• Effectiveness of plan-based surveys can be improved with more information and methodological research.

Conclusions:

• Tailoring survey approaches to specific needs is essential.
• Further methodological research, including risk-adjustment, is needed to enhance survey effectiveness.
• Standardization and information sharing can improve the utility of consumer satisfaction data in managed care.