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Provider Satisfaction Survey
Health Services for Children with Special Needs, Inc. (HSCSN) is excited to announce that our 2010 Provider Satisfaction Survey results are in for calendar year 2009. Only 11% of our providers responded to the survey this year down from 35% in last year’s survey. This year we added Home Health Care providers and DME providers to our survey participants. We would like to thank those who participated in the survey and would like to encourage all providers to make your voice heard by participating in this annual survey. This is your opportunity to express how you feel about our health plan. Tell us what we are doing well and to help us identify the areas where we need to improve.
HSCSN’s internal goal is 80 percent in the following areas listed below in Table 1:
Table 1
| Blank header cell for layout purposes | 2009 | 2008 | 2007 | 2006 |
|---|---|---|---|---|
| Overall Satisfaction | 94% | 100% | 92% | 96% |
| Telephone Contact | 93% | 93% | 90% | 94% |
| Care Management | 92% | 99% | 90% | 96% |
| Utilization Management | 78% | 89% | 90% | 90% |
| Overall Communication | 84% | 97% | 90% | 94% |
| Timeliness of the Credentialing Process | 87% | 88% | 95% | 100% |
| Accuracy of Claims Payment | 65% | 100% | 89% | 95% |
HSCSN recognized a decrease in all areas noted in Table 1. Special attention will be directed at those areas where we fell below 80%. Stabilization and improvement efforts will be initiated to move those areas in the right direction.
As a result of targeted efforts in areas from previous year’s surveys where we have not met our goal we saw improvement in three of the five areas targeted. We will continue as an organization to implement actions to reach the desired goal of 80% or higher:
Table 2
| Blank header cell for layout purposes | 2009 | 2008 | 2007 | 2006 |
|---|---|---|---|---|
| Received a Provider Manual | 47% | 33% | 32% | 39% |
| Received Provider Manual Training | 34% | 21% | 32% | 27% |
| Received EPSDT Training | 16% | 27% | 32% | 45% |
| Ability to do Electronic Billing | 62% | 70% | 52% | 52% |
| Attended Information Sessions | 41% | 24% | 13% | 6% |
Lastly, you also communicated 19 topics in which there were requested trainings:
- Referral Process
- Authorizations
- Care of Disabled Patients
- Eligibility
- Care Management Process/Health Center Management Tools
- Overview of all services
- Communication with HSCSN
- Utilization Management
- Transparency and contact information
- Procedures and Benefits
- How do we pre-authorize
- Coding Issues/Changes
- How the Plan Works – enrollee education
- Billing Process and fee schedule
- Claims
- Appeals
- Medicaid Programs
- Lead Poisoning
- Credentialing
- Nothing/All topics covered/Satisfied with service
- Lead Poisoning
When asked for any additional comments they were as follows:
- Payment of claims is slow
- Do not deny claims after they have been pre-authorized
- Staff is overworked/Need to increase case management staff
- There should be more communications between HSCSN, providers and clients
- HSCSN says paperwork is missing when it has already been submitted
- Offer more training for each individual department
As an organization, we place a priority on making sure that we have provided our partners in care, with the training and education needed and desired in order to effectively deliver the highest quality of care to our enrollees. HSCSN will be addressing the requested training topics in the provider newsletter and we will also post these newsletters on our website, in addition to provider forums. Please also visit us on our website at http://www.hscsn-net.org/providers.
All of the employees and enrollees of HSCSN are proud of the work that you do and we are committed to making this the number one health plan in the District and hold our plan and our network up as an example of how quality health care to a special needs population can be delivered.