Members' Satisfaction Report Card


2015 Second Quarter (Apr to Aug) Performance
CommuniCare Services
National Norm
Variance
Appointment Wait Satisfaction
84.1
80.6
3.5
Check In Staff Courtesy & Friendliness
90.7
87.3
3.4
Cleanliness & Appearance of Facilities
92.9
89.1
3.8
Ease of Live Person Phone Access
84.7
81
3.7
Exam Room Wait Time
85.7
83
2.7
Friendliness & Professionalism of Phone Attendant
89.8
87.5
2.3
Loyalty - Will return for service
96.3
94.2
2.1
Privacy of Health Information
93.2
90.5
2.7
Provider Advice & Treatment
92.4
91.4
1
Provider Assistant Courtesy & Friendliness
93.7
89.8
3.9
Provider Listening
93.4
90.9
2.5
Referral Intentions
92.9
91.4
1.5
Waiting Area Wait Time
83.5
78
5.5
OVERALL SATISFACTION
90.4
86.7
3.7

Data is collected by the Crossroads Group, a third party customer surveying organization, that focuses on helping organizations "hear the voice of the customer or stakeholder" and to respond to that voice with meaningful action designed to produce a measureable result. Learn more about the Crossroads Group at www.crossroadsgrp.com.