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Positive results in Independence's 2015 Provider Satisfaction Survey

June 1, 2016

In the 2015 Provider Satisfaction Survey, physicians and administrators rated their level of satisfaction with Independence on a five-point scale (5 = Very satisfied; 1 = Not at all satisfied). The following topics were specifically addressed on the survey: claims processing, utilization management, communications, and peer-to-peer review. In total, 154 physicians and 207 administrators completed the survey.

We are pleased to report that 78.4 percent of respondents provided a positive overall satisfaction rating, giving Independence a rating of either 4 (Satisfied) or 5 (Very satisfied). In comparison to the 2014 Provider Satisfaction Survey, the overall average satisfaction rating increased by a mean of 0.36 points to 4.18 from providers and by a mean of 0.19 to 4.08 from administrators.

The following were common drivers to satisfaction:

  • how claims were finalized
  • communications received from Independence
In addition, physicians included Independence's reimbursement package, and administrators included Independence?s precertification and utilization management process and the reliability of the NaviNet® web portal as drivers to satisfaction.

Independence's peer-to-peer review process was also rated positively by 69.9 percent of physicians, as driven by the medical appropriateness of the review.

Continuing efforts

Independence utilizes provider feedback to improve services and achieve optimal outcomes. Based on the 2015 survey, increasing provider satisfaction may be accomplished by:

  • ensuring claims are processed consistently and paid in a timely fashion;
  • ensuring that providers and administrators clearly understand which procedures require authorization;
  • further enhancing the usefulness of information available on ibx.com;
  • improving the clarity of medical policy updates.
Thank you to those who participated in the 2015 survey.

NaviNet is a registered trademark of NaviNet, Inc., an independent company.


This content was prepared for the Provider News Center and may not be reproduced in any way without the express written permission of Independence Blue Cross. Independence Blue Cross is an independent licensee of the Blue Cross and Blue Shield Association.
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