Members' Satisfaction Report Card


(October-December 2013; 4th Quarter) Performance
CommuniCare Services
National Norm
Variance
Appointment Wait Satisfaction
84.9
79.6
5.3
Check In Staff Courtesy & Friendliness
90.4
87.6
2.8
Cleanliness & Appearance of Facilities
94.4
88.9
5.5
Ease of Live Person Phone Access
85.7
78.3
7.4
Exam Room Wait Time
85.0
81.4
3.6
Friendliness & Professionalism of Phone Attendant
92.2
86.5
5.7
Loyalty - Will return for service
96.5
94.6
1.9
Privacy of Health Information
92.5
90.2
2.3
Provider Advice & Treatment
93.5
90.0
3.5
Provider Assistant Courtesy & Friendliness
93.4
89.5
3.9
Provider Listening
93.8
91.2
2.6
Referral Intentions
94.9
91.7
3.2
Waiting Area Wait Time
81.6
78.2
3.4
OVERALL SATISFACTION
88.2
85.3
2.9

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.