The report surveyed 2,145 managed Medicaid health plan members across 36 states and Washington, D.C. from January to March. The study examined members’ satisfaction with managed Medicaid organizations based on several factors, ordered by importance: provider choice; coverage and benefits; customer service; cost; information and communication; and claims processing. Satisfaction was calculated using a 1,000-point scale.
Here are six survey findings.
1. Members of managed Medicaid organizations reported an overall satisfaction measure of 784, 78 points higher than the satisfaction measure of commercial health plan members.
2. Medicaid managed care recipients ranked provider choice as the most important determinant of overall experience, the report states. Commercially insured members named coverage and benefits as key satisfaction influencers.
3. Despite satisfaction among Medicaid managed care recipients, cost persists as a barrier to care. Forty-two percent of Medicaid managed care recipients delayed medical treatment due to cost, and 40 percent didn’t buy prescriptions due to cost.
4. Utah, Iowa, Colorado, Arizona and Virginia represented the states with the highest levels of satisfaction reported from managed Medicaid recipients.
5. The five states with the lowest overall satisfaction among managed Medicaid members are Kansas, Mississippi, Delaware, New Jersey and California.
6. A requirement in Indiana’s managed Medicaid plan for members to pay into a health savings account didn’t result in lower recipient satisfaction.
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