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

ALBANY, N.Y. (April 14, 2014) - 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 84 percent of enrollees rated their managed long-term care plans (MLTCs) good or excellent. Eighty-nine percent would recommend their plan to a friend, and 84 percent said the plan helped them and their families manage their illness better. Ratings of plan communication were also high with 81 percent indicating that the plan explains services clearly, and 84 percent reported 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 2013. Members also rated their caregivers very highly: 84 percent rated the quality of care provided by their care managers as good or excellent with similar levels of satisfaction with their visiting nurses, 84 percent.

"These satisfaction results demonstrate once again that managed long-term care provides excellent services while making our Medicaid system sustainable," said Jason Helgerson, New York State Medicaid Director.

Beginning last April in New York City and continually expanding around the State, 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 are required to enroll in an MLTC. 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 report and additional information about the MLTC program are available at: