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WHAT IS THE PURPOSE OF THE PROVIDER SATISFACTION SURVEY?
A customizable survey that can take between 5-10 minutes to complete, that assesses the providers and/or practices overall satisfaction regarding the services provided through the contracted health plan (some surveys include more than one health plan name to compare against) the survey is based on.
QUESTIONS TOPICS OF A PROVIDER SATISFACTION SURVEY
→ Demographics
→ Comparative Rating
→ Finance Issues
→ Utilization and Quality Management
→ Network/Coordination of Care
→ Pharmacy
→ Health Plan Call Center Service Staff
→ Provider relations
→ Overall Satisfaction
DEFINITIONS
→ Single mode: One fielding option
o Example either mail only, phone only or another fielding option
→ Mixed mode: More than one fielding option
o Example: fields using either mail & phone or mail and fax or any other fielding options
→ IVR: Interactive Voice Response is an automated business phone system that allows you selections to reach the desired office
→ DME: Durable Medical Equipment
→ UM: Utilization Management
METHDOLOGOY
We offer the following methods for clients to pick from. Although the telephone method is commonly used, clients can select either a single or mixed mode as their fielding methodology.
Mail
Email
Telephone
FIELDING TIMELINE
Varies by client, can be yearly, quarterly, or monthly.
LANGUAGES
Provider Satisfaction surveys are typically offered in English. Being that this product line offers customizable scripts, clients may be given the option to field their project in another language we offer.
Agents are to refer to the project info sheet that provides the needed details of each project to know the specific languages provided by project.
If the respondent does not speak the language the survey is offered in, the correct disposition to be used is Language Barrier.
CELL PHONE POLICY
It is quite rare a provider or an office would be contacted on their cell phone but if so, agents should do the following: The TCPA prohibits automated calls to cell phones unless the respondent has consented. If a respondent is reached on their cell phone and the respondent does not wish to be contacted again on their cellphone, the agent is to ask for a better number to reach them.
Respondent provides a new number:
Disposition Number change
Respondent does not want to be contacted on their cellphone again:
Disposition Cell Phone
If the respondent allows the agent to proceed with the reason of the call and to complete the survey, the agent can proceed with the call.
RESPONDENT TYPE
→ Provider/Doctor/Physician/Clinician
→ Office Manager
→ Office staff (scheduler, nurse & etc.)
→ DME supplier
PROXY RULE
Provider Satisfaction surveys allow anyone who can speak to the topics of the survey to complete the call.
SURVEY ADHERENCE
Ideally agents are interchangeable and survey results are not to be dependent upon which agent is conducting the call.
1. Hold time is 5 minutes each time placed on hold
a. If put on hold more than 3 times offer a callback
2. Read questions and response options as it is worded
a. Not reading a script as it is written may skew the data that is provided to the client. We must ensure respondents are answering the “same” question
3. Response options should be read at the same pace and emphasis should not be placed on one response over another if not directed to by the script
4. Read grey transitional statements as it provides the respondent insight into the next set of questions
5. Place emphasis where text is bolded
6. Probe and/or clarify when the respondent does not provide a clear response that falls within the response options provided
7. Maintain a professional, neutral relationship and tone with each respondent no matter their actions
8. Do not provide your opinion or interpret a question or response option for the respondent
9. Read all answer options from top to bottom or left to right
10. Do not read uppercase text unless interviewer note directions say otherwise
11. For questions where there are more than one on the same page that share the same answer options, agents must read the answer options for the first question/first bullet. Agents do not have to repeat the answer options for the subsequent questions/bullets on the same page if the respondent has caught onto the answer options. If the respondent struggles to answer the question, agent must attempt to probe for a response by reading the applicable answer options
There are a few multi-option questions, be mindful to get a yes/no for each individual square box
DIFFERENCES OF “NOT APPLICABLE”, “DON’T KNOW”, “RESFUSAL” & “NOT ASCERTAINED”
“NOT APPLICABLE” is to be selected when the respondent says the question does not apply to either the provider and/or the office.
“REFUSAL” is to be selected when the respondent says they aren’t going to provide that information, answer that question or give an answer to the question.
“NOT ASCERTAINED” and “DON’T KNOW” is to be selected when the respondent says they are unsure how to answer the question or don’t know about the subject of the question at all
Be mindful some scripts may have a mix of two of this “out” type of response or may only have one. If it only has one, select that response to proceed to the next question. If it has two, ensure you are being attentive to what the respondent says to select the correct response.
DISPOSITIONS
Please note this is not a complete list of all dispositions available for Provider Satisfaction
Complete
→ Respondent has answered all questions and the closing of the survey is reached
Not Available
→ Respondent advises they are unavailable/too busy to complete the survey at the time of the call
→ Agent reaches an answering machine o Answering machine disposition is not to be used on Provider Satisfaction
→ The person who can complete the survey is not available
→ The respondent requests a callback but does not provide a specific date and time
Callback
→ Respondent is unable to complete the survey at the time of the call and provides a specific date & time to reattempt the call
o If the respondent does not provide a specific date & time, agents are to disposition the call as Not Available
No Answer
→ Telephone rings 6 times with no answer
→ Respondent picks up without saying anything
Wrong Number
→ If screening for
o a specific location, respondent advises that is not the location we’ve reached
o a specific provider, respondent advises that provider never worked at the location/number we’ve reached
Not Qualified
→ If screening for
o A specific office name, respondent advises the office does not participate with the health plan the survey is for or does not accept patients under said health plan
o A specific provider, respondent advises that provider has retired or no longer works there
Or any other reason that indicates, the provider/office did at one time participate with said health plan but no longer does
Deceased
→ Provider is deceased
Refusal
→ Respondent advises they do not complete surveys over the phone or will not complete the survey
o Reminder, agents must make at least 1 attempt to try and keep the respondent on the line
Do Not Call/Remove from List
→ Respondent requests to be removed from our list and to no longer receive any calls from us or requests to be placed on the do not call list
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