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Satisfaction with managed care.

S K Ipsen¹, D Fosbinder, M Williams

¹Utah Department of Health, Salt Lake City, USA.

Journal of Nursing Care Quality

|September 29, 2000

Summary

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Patient satisfaction surveys in Utah revealed that Medicaid enrollees reported higher overall satisfaction with their health plans than commercial enrollees, despite being higher users of health care services.

Area of Science:

Health Services Research
Public Health
Managed Care

Background:

Patient satisfaction is a key indicator of healthcare quality.
Managed care organizations (MCOs) increasingly use patient feedback for quality improvement.
Understanding satisfaction drivers across different populations is crucial for equitable care.

Purpose of the Study:

To assess and compare patient satisfaction levels among managed care enrollees in Utah.
To identify demographic and utilization differences between commercial and Medicaid populations.
To explore the relationship between health status and satisfaction within managed care.

Main Methods:

Analysis of patient satisfaction survey data from 1996-1998.
Random telephone sampling of over 14,000 managed care enrollees (Medicaid and commercial).

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Survey instrument based on Health Plan Employer Data and Information Set (HEDIS) and National Committee for Quality Assurance (NCQA) measures.

Main Results:

Identified significant demographic differences between commercial and Medicaid enrollees.
Medicaid enrollees demonstrated higher utilization of healthcare services.
Healthier individuals reported greater health plan satisfaction.
Medicaid enrollees reported higher overall health plan satisfaction compared to commercial enrollees.

Conclusions:

Despite higher healthcare utilization, Medicaid enrollees expressed greater satisfaction with managed care plans.
Health status is a significant factor influencing patient satisfaction.
Findings highlight the need for tailored strategies to address satisfaction across diverse managed care populations.