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Positive results in Independence's 2014 Provider Satisfaction Survey

May 1, 2015

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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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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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