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.