Practitioner Satisfaction Survey Results

The Practitioner Satisfaction Survey provides UMBH with the opportunity to identify processes which are successful, and those that may present the opportunity for improvement. Our Clinical and Quality Improvement departments developed the survey instrument tool, which consists of 15 questions ranging from quality of customer service to promptness of services given. The survey was mailed to all eligible UMBH practitioners with five or more 90801’s during the previous year.

The 2007 UMBH Practitioner Satisfaction Survey was mailed to 297 practitioners. The return rate was 42percent,. The following are some of the key findings.  76 percent of the UMBH practitioners indicated their overall experience with UMBH was good to excellent in 2007.

• 93 percent of respondents agreed that UMBH provided clear information about authorization of benefits
• 96 percent of respondents agreed that the referrals received from UMBH were appropriate for their area of expertise and training.
• 90 percent of respondents indicated that they are able to speak to a UMBH care manager, or to the UMBH Medical Director, in a satisfactory time frame regarding emergencies and urgent situations.
• 81 percent of respondents rated the UMBH utilization management authorization process as good or better.
• 74 percent of respondents agreed that they have adequate access to the UMBH appeals process.

UMBH expects the level of satisfaction to continue to improve in 2008 survey as a result of several initiatives implemented specifically to address the areas of lower satisfaction ratings.

If you would like more information or results of practitioner surveys from earlier years, please call UMBH at 1-800-294-8642.