Report Indicates High Consumer Satisfaction Rates Among Members of New York's Managed Long-term Care Plans

ALBANY, N.Y. (February 2, 2012) - The New York State Department of Health announced that a customer satisfaction survey of enrollees in Medicaid managed long-term care plans (MLTCs) rate their plans highly. The survey by IPRO concludes that 85 percent of enrollees rated their managed long-term care plans (MLTCs) good or excellent. Ninety-one percent would recommend their plan to a friend and 84 percent have said the plan helped them and their families manage their illness better. Ratings of plan communication were also high with 85 percent indicating that the plan explains services clearly and 98 percent reporting that they were treated with politeness and respect.

MLTC plans provide long-term care services such as home care and adult day care to people who are chronically ill or have disabilities, allowing them to stay in their homes and communities as long as possible. The MLTC plan arranges and pays for a large selection of long-term care health and social services including nursing home services when the enrollee is no longer able to stay in his/her home.

The report is based on a standardized satisfaction survey conducted in 2011. Members also rated their caregivers very highly: 87 percent rated the quality of care provided by their care managers as good or excellent with similar levels of satisfaction with their visiting nurses, 86 percent.

"These satisfaction results show that managed long-term care will provide excellent service while making our Medicaid system sustainable," said Jason Helgerson, New York State Medicaid Director.

Beginning in New York City in April, adults eligible for Medicaid and Medicare who require more than 120 days per year of community based long-term services such as personal care and home health care will be required to enroll in an MLTC. There are multiple plans available in New York City. The high level of satisfaction with the MLTC program and plans will ensure continued or improved satisfaction for this vulnerable population following their transition to this popular program.

The goal of moving this population to care management is also to improve outcomes. New York currently ranks last in the nation in terms of inappropriate hospital admissions for Medicaid patients. The MLTC program creates incentives for the plans to keep people healthier and in their homes.

A more detailed report of these findings and additional information about the MLTC program are located at the following NYS DOH web site URL: