Members' Satisfaction Report Card


2014 Second Quarter (May to July) Performance
CommuniCare Services
National Norm
Variance
Appointment Wait Satisfaction
84.3
79.2
5.1
Check In Staff Courtesy & Friendliness
90.1
87.1
3
Cleanliness & Appearance of Facilities
92.7
89.2
3.5
Ease of Live Person Phone Access
85.2
80
5.2
Exam Room Wait Time
85.4
85.4
1.3
Friendliness & Professionalism of Phone Attendant
89.7
88.2
1.5
Loyalty - Will return for service
96
93.4
2.6
Privacy of Health Information
91.9
90.3
1.6
Provider Advice & Treatment
91.8
89.4
2.4
Provider Assistant Courtesy & Friendliness
92.6
89.6
3
Provider Listening
93.1
90.7
2.4
Referral Intentions
93.4
90
3.4
Waiting Area Wait Time
82.3
81.1
1.2
OVERALL SATISFACTION
88.4
85.9
2.5

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.