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In the 2014 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). Specific topics addressed on the
survey included claims processing, utilization management, communications, and
peer-to-peer review. In total, 235 physicians and 277 administrators completed
the survey.
We are pleased to report that 73 percent of respondents provided a positive
overall satisfaction rating, giving Independence either a 4 (Satisfied) or 5
(Very satisfied).
Areas where physicians and administrators were most satisfied included:
- clarity of policies for preauthorization
- consistency in the authorization process
- Independence staff's clinical knowledge
Sixty-two percent of physicians also rated peer-to-peer review positively, as
driven by the medical appropriateness of the review.
In comparison to the 2013 Provider Satisfaction Survey, the overall average
satisfaction rating dropped a mean of 0.23 points to 3.82 from providers and
3.89 from administrators. This decrease was driven primarily by lower
satisfaction with aspects of claims processing and the availability of
information on ibx.com. Independence acknowledges the challenges of claims
processing during the plan migration during 2014 and continues to work with
providers and administrators to resolve concerns. Independence is also working
to identify additional avenues of outreach to providers, including increased
use of email for those who opt in and expanded materials available on the
NaviNet® web portal.
Thank you to those providers who participated in the 2014 survey.
NaviNet is a registered trademark of NaviNet, Inc., an
independent company.
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