opening slide - university of...

Opening Slide

Medical Plan Satisfaction Survey August 2014

Administration

9/12/2014 2

31644 total respondents

26% response rate Launch Date: June 30 2014 End Date: July 15 2014 (extended to 7/28 for paper surveys) Invitation Dates: June 30- July 1 First Reminder: July 7-8 Second Reminder: July 14-15

Online Survey with paper back-up

Respondents closely reflect overall enrollment by medical plan

9/12/2014 3

Participation Highlights

0% 5%

10% 15% 20% 25% 30% 35% 40%

Enrollment by Medical Plan - All Surveyed Members

Enrollment % 0% 5%

10% 15% 20% 25% 30% 35% 40%

Survey Participants by Medical Plan

Participation %

Those covering only themselves responded less than those covering family members

9/12/2014 4


% of Survey Participants Myself only

Myself + Spouse/Partner

Myself + Child(ren)

Myself + my Family

Missing

36%

1%

20% 12%

% of Enrollments

Myself only

Myself + Spouse/Partner

Myself + Child(ren)

Myself + my Family

29%

12%

43%

16%

31%

Some locations participated more than others;

Retiree response was low

9/12/2014 5


0%

2%

4%

6%

8%

10%

12%

14%

16%

% of Participants

% of Enrollment

Med Center participation lower than campus

Survey Results

9/12/2014 6

strongly agree/agree that they’re satisfied with their medical plan; 14% are neutral*

9/12/2014 7

Overall Satisfaction in 2014

74%

0% 10% 20% 30% 40% 50%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

% Satisfied

*Response to Q16: So far in 2014, I would rate my overall satisfaction with my UC medical plan as positive

Results are consistent with established plans faring better than new plans*

9/12/2014 8

Overall Satisfaction by Plan

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Blue Shield Health Savings Plan

Health Net Blue & Gold

Kaiser

UC Care

Western Health Advantage (WHA)

HMO satisfaction higher than PPO


Those who did not change plans in 2014 have very high overall satisfaction*

9/12/2014 9

Satisfaction: Same Plan 2013 & 2014

28%

44% 39%

50%

43% 47%

13% 7% 8%

5% 2% 3% 2% 1% 1% 1% 3% 1% 0% 1% 0%

0%

10%

20%

30%

40%

50%

60%

Health Net Blue & Gold - 7515 responses

Kaiser - 9146 responses Western Health Advantage (WHA) - 1545 responses

Same Plan, 2013 & 2014

Strongly Agree Agree Neutral Disagree Strongly Disagree Not applicable Skipping

84%

satisfied* (10% neutral)

*Strongly Agree/Agree to Q16: So far in 2014, I would rate my overall satisfaction with my UC medical plan as positive

9/12/2014 10

Satisfaction – New to Plan

11%

17%

33%

13%

27%

36%

40% 40%

33%

38%

21% 19%

13%

21%

15% 15%

11%

5%

17%

9%

14%

11%

4%

15%

9%

2% 2% 5%

2% 1% 1% 1% 1% 0% 0% 0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Blue Shield Health Savings Plan - 1726

responses


Kaiser - 1685 responses UC Care - 4751 responses

Western Health Advantage (WHA) - 421

responses

New Plan in 2014

Strongly Agree Agree Neutral Disagree Strongly Disagree Not applicable Skipping

54%

of those who had a new plan strongly agree/agree that they’re satisfied with their medical plan; 19% neutral*


Those who self-identify as retiree are most satisfied*

9/12/2014 11

Satisfaction: By Job Type


0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Strongly Agree

Agree Neutral Disagree Strongly Disagree

Not applicable

Faculty - 3475 responses

Staff - 25125 responses

Retiree - 892 responses

No response - 225 responses

9/12/2014 12

Satisfaction: By Campus Location (Northern California)


0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Berkeley

76%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Davis

74%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Merced

69%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC San Francisco

72%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Santa Cruz

54%

9/12/2014 13

Satisfaction: By Campus Location (Southern California)


0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Irvine

71%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Los Angeles

75%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Riverside

76%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC San Diego

70%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Santa Barbara

67%

9/12/2014 14

Satisfaction: By Location (Medical Centers)


0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Davis Health System

81%

0% 20% 40% 60%

Strongly Disagree Disagree

Neutral Agree

Strongly Agree

UC Los Angeles Health System

75%

0% 20% 40% 60%

Strongly Disagree Disagree

Neutral Agree

Strongly Agree

UC San Diego Health System

71%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC San Francisco Health System

72%

0% 20% 40% 60%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Irvine Health System

71%

9/12/2014 15

Satisfaction: By Other Locations


0% 10% 20% 30% 40% 50%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Hastings College of Law

70%

0% 10% 20% 30% 40% 50%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

UC Office of the President

77%

0% 10% 20% 30% 40% 50%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Lawrence Berkeley National Laboratory

78%

0% 10% 20% 30% 40% 50%

Strongly Disagree

Disagree

Neutral

Agree

Strongly Agree

Retired

76%

9/12/2014 16

New Plan Members: Access to PCP* of those who had a new plan found it easy to access their PCP*

*Agree/Strongly Agree/Neutral to Q8: So far in 2014, I have found it easy to get an appointment with my primary care physician as soon as I needed.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree


Not applicable

Blue Shield Health Savings Plan - 1726 responses


Kaiser - 1685 responses

UC Care - 4751 responses

Western Health Advantage (WHA) - 421 responses

73%

9/12/2014 17

New Plan: Access to Specialists of those who had a new plan and who needed it found it easy to access specialist care*

*Agree/Strongly Agree/Neutral to Q9: So far in 2014, I have found it easy to get an appointment with a specialist as soon as I needed.

0%

5%

10%

15%

20%

25%

30%

35%






Nearly 25% have not needed to access specialists

76%

9/12/2014 18

New Plan: Know how to use network of those who had a new plan understand how to use their plan’s network*

*Agree/Strongly Agree/Neutral to Q24: I understand how to use my plan’s network .

0%

10%

20%

30%

40%

50%

60%


Health Net Blue & Gold - 2928 repsonses




81%

9/12/2014 19

New Plan: Satisfied with network of those who had a new plan were satisfied with the providers in plan’s network*

*Agree/Strongly Agree/Neutral to Q25: I am satisfied with the hospitals and providers in my plan’s network .

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Strongly Agree


Not applicable






77%

Health Savings Plan and Kaiser equal

overall satisfied with prescription drug benefits*

9/12/2014 20

Satisfaction: Prescription Drug Benefit

*Agree/Strongly Agree/Neutral to Q21: I am satisfied with the prescription drug benefit provided through the medical plan

0%

10%

20%

30%

40%

50%

60%

Strongly Agree




Kaiser

UC Care


90%

overall satisfied with behavioral health benefits*

9/12/2014 21

Satisfaction: Mental Health Benefit

*Agree/Strongly Agree/Neutral to Q22: I am satisfied with the mental health/substance abuse benefits provided through the UC health plan

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree




Kaiser

UC Care


88%

HMO members find it easy to obtain costs prior to care; PPOs with co-insurance percentage are predictably less easy*

9/12/2014 22

Able to obtain accurate cost estimates

*Response to Q26: Before seeking medical care, I have been able to obtain accurate estimates for the cost of treatment

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree Agree Neutral Disagree Strongly Disagree

Existing Health Net Blue & Gold

Existing Kaiser

Existing Western Health Advantage (WHA)

New to Blue Shield Health Savings Plan

New to Health Net Blue & Gold

New to Kaiser

New to UC Care

New to Western Health Advantage (WHA)

9/12/2014 23

Able to get help from customer service

*Agree/Strongly Agree/Neutral to Q13: So far in 2014, my health plan’s customer service has given me the information or help I needed.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Strongly Agree




Kaiser

UC Care


86% overall satisfied with health plan’s customer service*

Next Steps

9/12/2014 24

Share results with plans •to improve service •to improve access

Focus on providing assistance •how to access care •using networks •cost estimator tools

Survey again next year

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