Members' Satisfaction Report Card


(2014 First Quarter (Jan to Apr) Performance
CommuniCare Services
National Norm
Variance
Appointment Wait Satisfaction
85.2
81.2
4
Check In Staff Courtesy & Friendliness
92.3
87.9
4.4
Cleanliness & Appearance of Facilities
93.2
89.4
3.8
Ease of Live Person Phone Access
87.1
80.4
6.7
Exam Room Wait Time
85.9
83.6
2.3
Friendliness & Professionalism of Phone Attendant
91.7
89.5
2.2
Loyalty - Will return for service
96
95.2
.8
Privacy of Health Information
92.2
91
2.2
Provider Advice & Treatment
92.7
91
1.7
Provider Assistant Courtesy & Friendliness
92.7
89.7
3
Provider Listening
93.8
91.5
2.3
Referral Intentions
93.5
91.7
1.8
Waiting Area Wait Time
83.3
78.1
5.2
OVERALL SATISFACTION
89.2
86.4
2.8

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.