Provider surveys allow us the opportunity to receive feedback, both positive and negative, on services provided by Healthcare Resources NW (HRNW). Surveys are usually distributed through the fourth quarter of the year, on an annual basis, to participating providers.
2016 Survey Summary & Results
The survey was emailed or faxed to panel providers during the months of December 2016 and January 2017.
Specialist Survey Results (24% participation)
On a scale of 1 to 5, with 1 being very dissatisfied to 5 being very satisfied, HRNW received the following responses in the category of 5, being very satisfied: referral process – 39%, care management staff customer service – 68%, claims processed according to contract – 50%, claims staff helpful toward working toward a resolution – 47%, network relations customer service – 71%, and the credentialing department customer service – 86%. Specialty Provider overall satisfaction with HRNW – 54%.
Primary Care Survey Results (50% participation)
On a scale of 1 to 5, with 1 being very dissatisfied to 5 being very satisfied, HRNW received the following responses in the category of 5, being very satisfied: referral process – 37%, care management customer service – 85%, services provided by the network relations – 85%, and the credentialing department customer service – 100%. Primary Care Provider overall satisfaction with HRNW – 53%.
Comments noted on the surveys have been reviewed. The suggestions for improvement included the following areas: referral/authorization process, claims and Health Plan information. The authorization process has been reviewed and an improvement implemented. The availability to submit online referrals/authorizations has been rescheduled for 2017. We appreciate all our providers’ involvement in following the referral/authorization guidelines in managing the care of HMO members. HMO plans, by nature, do require referrals to ensure members are receiving appropriate care within their network of providers.
Your feedback is appreciated and comments are welcome year round. Please do not hesitate to direct any comments or concerns you have to Lorna Filotei, Supervisor, Network Relations, 503-261-6000.