Members' Satisfaction Report Card


2014 Fourth Quarter (Oct to Jan) Performance
CommuniCare Services
National Norm
Variance
Appointment Wait Satisfaction
86.1
79.8
6.3
Check In Staff Courtesy & Friendliness
91.2
87.3
3.9
Cleanliness & Appearance of Facilities
93.5
89.4
4.1
Ease of Live Person Phone Access
85.3
78.8
6.5
Exam Room Wait Time
86.2
83.2
3.0
Friendliness & Professionalism of Phone Attendant
91.2
89
2.2
Loyalty - Will return for service
95.8
95.1
0.7
Privacy of Health Information
93.1
89.3
3.8
Provider Advice & Treatment
94.7
90.2
4.5
Provider Assistant Courtesy & Friendliness
93.2
89.6
3.6
Provider Listening
95.2
90.9
4.3
Referral Intentions
94.6
91.5
3.1
Waiting Area Wait Time
90.4
79.5
10.9
OVERALL SATISFACTION
89.9
86.6
3.0

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.