Managed Long-Term Care
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2015 Member Satisfaction Survey Summary Report
December 2015
Table of Contents
Plan Evaluation/Rating of Health Plan
Analysis of Composite Measures
Domain 1: Measures Related to MLTC Plan Evaluation
Domains 2-5: Measures Related to Quality, Timeliness, and Access to Care
Analysis of Composite Measures by Subgroup
Comparison by Plan Type (Table B7)
Comparison by Gender (Table B8)
Comparison by Race/Ethnicity (Table B9)
Comparison by Education (Table B10)
Section 4: Conclusions and Recommendations
Executive Summary
Introduction
The study assesses the level of satisfaction of members enrolled in New York State´s Medicaid Managed Long Term Care (MLTC) plans. The primary purpose of the study is to provide the New York State Department of Health (NYSDOH) with information regarding member satisfaction with the quality, accessibility, and timeliness of services provided by MLTC plans.
At the time of the initiation of the survey in late 2014, within New York Medicaid, there were three models of MLTC plans: 1) Partially capitated MLTC plans, 2) Program of All-Inclusive Care for the Elderly (PACE) plans, and 3) Medicaid Advantage Plus (MAP) plans. Partial MLTC plans are capitated for providing care management, community-based long-term care services, and nursing home care. The PACE and MAP benefit packages also include inpatient and outpatient care. In view of the continued growth of the MLTC program, the NYSDOH and Island Peer Review Organization (IPRO) considered a satisfaction survey to be warranted. Similar surveys had been conducted in previous years. Results from the 2013 satisfaction survey are cited throughout this report for comparative purposes. Rates cited in this report from 2013 may differ from prior reports, as these rates were updated to reflect changes in the survey questions and responses.
Methodology
The first section of the survey addressed members´ general experience with their managed long-term care plan. The second section dealt with the quality of specific health care services, where members were asked to rate the quality of these services, whether covered by their plan or not. This section also addressed timeliness of some key long-term care services and access to primary health care services. The third section contained general demographic questions (e.g., age, gender, race, education), living arrangements, whether assistance was provided to complete the survey, and questions regarding the status of members´ advance directives.
The survey was made available in English, Spanish, Russian, and Chinese and was mailed to members based upon the primary language designations provided by the NYSDOH. An English version of the survey was included with every non-English mailing. The initial mailing was distributed in December 2014, with a follow up mailing in March 2015.
Inclusion criteria for the eligible population were as follows:
- Continuously enrolled in an MLTC plan for a minimum of 6 months prior to August 31, 2014
- MLTC plan enrollees from 45 plans/product lines
- The breakdown by plan type is as follows: PACE-8, Partially Capitated-29, MAP-8
A sample of 600 enrollees from each plan was selected, plus the entire membership if the plan´s enrollment was less than 600. The final sample was 18,909 enrollees. Exclusions from mailing (e.g. address issues, deceased members) totaled 1,105, leaving a net adjusted population of 17,804 enrollees. Completed and returned surveys totaled 4,592; with a response rate of 26%. Nearly seventy-three percent (73%) of the responses were returned in English; 57% of the respondents consider English to be their primary language.
Key Findings
MLTC Plan Evaluation: Approximately 87% of respondents rated their plan as good/excellent. Nearly the same percentage (86%) reported that their plan always/usually explained services clearly. Compared to 2013 survey results, an increased percentage of respondents reported that their plan answers questions quickly and a larger percentage indicated that they are able to understand the answers.
Quality of Care: Members´ perception of the quality of care received has remained high. Eighty-one percent (81%) of respondents for the most highly utilized providers rated their quality as good/excellent.
Timeliness of Care: Timeliness of care provided by the most utilized providers was found to be high, and in every instance, improved over 2013 survey results. Eighty-two percent (82%) of respondents for the most highly utilized providers rated these services to be always/usually timely.
Access to Care: Nearly 39% of respondents indicated that they are able to get same day urgent appointments with providers; this is somewhat improved over 2013 results, but overall still leaving room for improvement. Nearly 81% of respondents indicated that they are able to get timely regular appointments with providers.
Recommendations
IPRO identified various opportunities based upon survey outcomes, and has made recommendations as follows:
- The percentage of members rating the quality of medical supplies and equipment as good/excellent, while still high, declined from the 2013 survey. Similarly, declines were also observed with the quality of home health and personal care agencies. It is recommended that plans conduct more in-depth member surveys focused on these services to determine if, in fact, quality issues exist and to determine the nature of these issues. Reviews of complaint and grievance logs may be considered as well, as a means of identifying quality of care issues.
- The percentage of respondents rating the quality of dental services as good/excellent, while slightly improved from 2013, continues to be among the lowest of the highly utilized services. Member surveys focused on the quality of dental care, and review of dental related complaints and grievances may be warranted.
- The percentage of respondents indicating that advance directive discussions have taken place, and the percentage of respondents indicating that advance directives are in place, declined slightly from 2013 results. IPRO recommends continued efforts to conduct advance directive performance improvement projects (PIPs), with language and cultural focused interventions wherever appropriate.
- The percentage of respondents indicating that they had same day urgent access to providers, while improved over the 2013 results, continues to be low. Plans may wish to investigate access issues through possibly interviewing providers to determine exactly how urgent visits are handled. Plans may also choose to interview samples of members to obtain time intervals for urgent appointments, in order to provide outreach to certain providers.
- The percentage of respondents indicating that family members or caregivers are involved in care planning, while improved over 2013 results, continues to be somewhat low. Family involvement is the member´s choice. However, plans should investigate whether members would like additional family and/or caregiver participation in care planning. Plans may need to consider doing more to foster member and caregiver involvement in care planning.
- There were some observed race/ethnicity differences with certain ratings. These results may indicate that cultural barriers associated with race, and language barriers, may be playing a role in not being satisfied with certain services and with timely access to them. Plans may consider exploring whether or not there is limited access to service across certain ethnic groups.
Section 1: Introduction
Background
Managed long-term care (MLTC) is a system that streamlines the delivery of long-term services to people who are chronically ill or disabled and who wish to stay in their homes and communities. These services, such as home care or adult day care, are provided through managed long-term care plans that are approved by the New York State Department of Health (NYSDOH). The entire array of services to which an enrolled member is entitled can be received through the MLTC plan the member has chosen. As New York transforms its long-term care system to one that ensures care management for all, enrollment in an MLTC plan may be mandatory or voluntary, depending on individual circumstances.
Enrollment in an MLTC plan is mandatory for those who:
- Are dual eligible (eligible for both Medicaid and Medicare) and over 21 years of age and need community-based long-term care services for more than 120 days; and
- Reside in the counties of NYC, Nassau, Suffolk or Westchester. Enrollment
Enrollment in an MLTC plan is voluntary for those who:
- Are dual eligible and are 18 through 21 years of age, and need community-based long-term care services for more than 120 days and assessed as nursing home eligible; or
- Are non-dual eligible and over 18 years of age and are assessed as nursing home eligible.
Within New York Medicaid, at the time of survey initiation, there were three models of MLTC plans: 1) partially capitated MLTC plans, 2) Program of All-Inclusive Care for the Elderly (PACE) plans, and 3) Medicaid Advantage Plus (MAP) plans. Partial MLTC plans are capitated for providing care management, community-based long-term care services, and nursing home care. The PACE and MAP benefit packages also include inpatient and outpatient care. The satisfaction survey addressed these three plan models.
The MLTC program has continued to expand, due to mandatory enrollment for certain individuals in need of more than 120 days of community-based long-term care services as described above. Effective in 2015, Fully Integrated Duals Advantage (FIDA) plans have formed. These plans serve dually eligible individuals in need of 120 days of community-based long-term care services. The FIDA benefit package includes State plan Medicaid services, Medicare services, home and community-based waiver services and behavioral health services.
This study assesses the level of satisfaction of members enrolled in New York State´s Medicaid MLTC plans. The primary purpose of the study is to provide the NYSDOH with information regarding member satisfaction with the quality, accessibility, and timeliness of services provided by MLTC plans.
Satisfaction surveys are a key tool for understanding patient perception and improving the delivery of long-term care services, and such surveys are integral to ongoing quality improvement efforts. On both federal and state levels, programs continue to utilize and expand the use of consumer-driven data, based on consumer experiences, to improve the quality of health care delivered to the elderly and, in many cases, chronically ill populations. At the national level, the Centers for Medicare and Medicaid Services (CMS) has collected information on Medicare managed care enrollee consumer satisfaction and experience with health services through the Consumer Assessment of Health Providers and Systems (CAHPS) survey since 1998. This survey includes the following domains:
- Getting Needed Care
- Getting Care Quickly
- Doctors Who Communicate Well
- Flu Shot Rate
- Overall Ratings of: Health Care, Health Plan, Doctor, and Specialist
This survey has undergone periodic revisions; in the 2006 survey year for example, data collection was expanded to include satisfaction and experience of members enrolled in a Medicare Advantage Prescription Drug plan. CAHPS surveys are also collected for commercial and Medicaid managed care populations (The NYSDOH administers a biennial Medicaid managed care survey which is largely based on CAHPS).
IPRO has observed that while all NYS MLTC plans conduct internal annual member satisfaction surveys, each plan has developed their own individualized surveys. IPRO reviewed a sample of these surveys. Several of them addressed general satisfaction with plan services and covered courtesy and sensitivity, but specific questions relating to the quality of plan services, timeliness, and access to services were often not addressed. Therefore, IPRO, in conjunction with the NYSDOH, conducted the first member satisfaction survey of New York´s MLTC population in 2007, and again in 2011, 2013, and 2015. Survey results have been positive, with the majority of MLTC respondents satisfied with their health plan. It is anticipated that this survey will be administered every other year going forward.
Objectives
In early 2014, IPRO and the NYSDOH developed a plan to evaluate MLTC member satisfaction with the services provided by their MLTC plan. Specific objectives were to assess whether:
- MLTC enrollees are satisfied with:
- quality of health care services;
- access to primary health care services;
- timeliness of primary health care and long-term care services;
- There are differences in care and in satisfaction of care, between the three principal MLTC plan models (PACE, partially capitated and MAP plans) and between different age groups, reported state of health, race/ethnicity and primary language;
- There has been a change in members´ perception of quality of care and overall satisfaction since the last satisfaction survey in 2013.
Section 2: Methodology
Survey Instrument
To achieve the objectives, a scannable survey instrument was created. To facilitate comparisons to the 2013 survey, the 2015 survey contained all of the questions from the 2013 survey, with the addition of three (3) new questions concerning the following: whether the health plan had explained the Consumer Directed Personal Assistance option, quality of mental and emotional health, and how well the members speak English.
The survey was comprised of three sections. The first section addressed members´ general experience with their managed long-term care plan, which included questions on plan of care involvement, courtesy, and timeliness of responses with complaints and grievances. The second section dealt with the quality of specific health care services, including both primary and long-term care services, where members were asked to rate the quality of these services, whether covered by their plan or not. This section also addressed timeliness of some key long-term care services and access to primary health care services. The third section contained general demographic questions (e.g., age, gender, race, education). This section also included questions pertaining to living arrangements and whether assistance was provided in completing the survey, as well as questions regarding the status of members´ advance directives.
An English version was prepared and translated into Spanish, Russian, and Chinese, and mailed to members based upon the primary language designations provided by the NYSDOH. An English version of the survey was included with every non-English (Spanish, Russian, Chinese) mailing. The initial mailing was distributed in December 2014, with a follow-up mailing in March 2015.
Survey Sample
To identify the eligible population for the survey, inclusion criteria were as follows:
- Continuously enrolled in a MLTC plan for a minimum of 6 months prior to August 31, 2014.
- MLTC plan enrollees from 45 plans/product lines. The breakdown by type of MLTC plan is as follows: PACE – 8, Partially Capitated – 29, MAP – 8.
The NYSDOH provided the enrollee file for the survey after sampling. A sample of 600 enrollees from each plan had been selected, plus the entire eligible membership if the plan´s enrollment was less than 600. The 600-member sample size had been utilized in the 2013 survey. The final sample for mailing was 18,909 enrollees.
Composite Measures
Composite measures of survey items were computed to obtain a meaningful summary of member responses in each of six domains, which include: MLTC Plan Evaluation, Quality of Providers and Long-Term Care Services, Timeliness of Providers and Long-Term Care Services, Access to Care for Urgent Appointments, Access to Care for Regular Appointments, and Advance Directives. Each domain is comprised of individual survey items, composite measures, or a combination of both. Composite measures were created by combining survey items that measure the same dimension of the health care plans1.
Using the proportional scoring method, composite scores were computed, representing the average proportion of members responding to the most positive category, or top box, for the survey items included in the composite, excluding missing data. For example, for survey items requiring the respondent to answer "Always," "Usually," "Sometimes," or "Never," the calculated score reflects the average proportion of respondents who answered "Always/Usually;" and for survey items requiring the respondent to answer "Excellent," "Good," "Fair," or "Poor," the calculated score reflects the average proportion of respondents who answered "Excellent/Good." The z-test was used to compare percentages for single survey items, and t-tests were used to compare average proportions for composite measures.
The six domains are defined as follows:
Individual item | Q3. The plan always/usually explains all of their services clearly |
Composite | My family member (or caregiver) and I are always/usually involved in making decisions about my plan of care
|
Composite | The plan always/usually provided helpful, timely, and courteous customer service when I (or my caregiver or family members) have called with a question, needed help, or had a complaint or grievance
|
Individual item | Q12. Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I´ve been taking |
Individual item | Q13. Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option |
Composite | The plan is excellent/good in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home
|
Individual item | Q15. Overall, my MLTC plan is excellent/good |
Composite | Excellent/good quality of care provided by the most utilized2 providers/services
|
Composite | Timely care always/usually provided by the most utilized2 providers/services
|
____________________________
2. It is likely that some services, such as home health care and transportation,are utilized far more frequently than other services, such as speech therapy. Inclusion in the composite depended uponthe total frequency of responses for each survey item, excluding "Not-applicable" responses. 2
Composite | I was able to get an appointment within the same day to see my provider when I needed care right away in the past 6 months
|
Composite | I was always/usually able to get a regular appointment as soon as I thought I needed one
|
Individual item | Q71. The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so |
Individual item | Q72. I have a legal document appointing someone to make decisions about my health care if I am unable to do so |
Individual item | Q73. The health plan has a copy of this document |
Section 3: Results
Response Rates
Of the 18,909 surveys that were mailed, 1,105 were returned as undeliverable due to either mailing address issues or the member was deceased. This yielded an adjusted population of 17,804. A total of 4,592 surveys were completed, with an overall response rate of 26%. In 2013, 2,522 surveys were completed for a response rate of 27%.
Table 1 displays the response rates by plan type. The response rates were as follows: PACE (30%), MAP (29%), and Partially Capitated (25%), with an average response rate of 26%. Table 2a shows the response rates by language. Non-English responses comprised 27% of total responses.
Table 2b provides a summary of all responses per primary language.
Table 3 displays survey responses by individual plan. Response rates differed by plan, ranging from 13% to 51%.
Partially Capitated | PACE | MAP | TOTAL | |||||
---|---|---|---|---|---|---|---|---|
N | Percent | N | Percent | N | Percent | N | Percent | |
Surveys mailed | 14,162 | 2,132 | 2,615 | 18,909 | ||||
Less exclusions: | 774 | 5% | 199 | 9% | 132 | 5% | 1,105 | 6% |
Address issues | 704 | 5% | 172 | 8% | 122 | 5% | 998 | 5% |
Deceased | 50 | 0.4% | 21 | 1% | 7 | 0.3% | 78 | 0.4% |
Other reason | 20 | 0.1% | 6 | 0.3% | 3 | 0.1% | 29 | 0.2% |
Adjusted Population | 13,388 | 1,933 | 2,483 | 17,804 | ||||
Total # Surveys Completed | 3,306 | 25% | 574 | 30% | 712 | 29% | 4,592 | 26% |
Partially Capitated | PACE | MAP | TOTAL | |||||
---|---|---|---|---|---|---|---|---|
N | Percent | N | Percent | N | Percent | N | Percent | |
Completed in English | 2,264 | 68% | 514 | 90% | 565 | 79% | 3,343 | 73% |
Completed in a Language Other Than English | 1,042 | 32% | 60 | 10% | 147 | 21% | 1,249 | 27% |
Chinese | 305 | 29% | 24 | 40% | 8 | 5% | 337 | 27% |
Russian | 419 | 40% | 8 | 13% | 4 | 3% | 431 | 35% |
Spanish | 318 | 31% | 28 | 47% | 135 | 92% | 481 | 39% |
Total # Surveys Completed | 3,306 | 574 | 712 | 4,529 |
N | Percent | |
---|---|---|
ENGLISH | ||
English Surveys Mailed | 11,791 | |
Less exclusions 1 | 751 | 6% |
Adjusted English Survey Population | 11,040 | |
Completed English Surveys | 3,343 | 30% |
SPANISH | ||
Spanish Surveys Mailed | 3,574 | |
Less exclusions 2 | 213 | 6% |
Adjusted Spanish Survey Population | 3,361 | |
Completed Spanish Surveys | 481 | 14% |
RUSSIAN | ||
Russian Surveys Mailed | 1,877 | |
Less exclusions 3 | 77 | 4% |
Adjusted Russian Survey Population | 1,800 | |
Completed Russian Surveys | 431 | 24% |
CHINESE | ||
Chinese Surveys Mailed | 1,667 | |
Less exclusions 4 | 64 | 4% |
Adjusted Chinese Survey Population | 1,603 | |
Completed Chinese Surveys | 337 | 21% |
1. English exclusions due to address issues (660), member deceased (68), member no longer enrolled (4), and other reason (19). 1
2. Spanish exclusions due to address issues (205), member deceased (6), and member no longer enrolled (2). 2
3. Russian exclusions due to address issues (73), member deceased (2), and other reason (2). 3
4. Chinese exclusions due to address issues (60), member deceased (2), member no longer enrolled (1), and other reason (1). 4
Health Plan | Adjusted Population | No. of Respondents | Percent |
---|---|---|---|
Partially Capitated | |||
AETNA BETTER HEALTH | 575 | 163 | 28% |
AGEWELL NEW YORK | 567 | 153 | 27% |
ALPHACARE | 229 | 49 | 21% |
AMERIGROUP | 570 | 128 | 22% |
ARCHCARE COMMUNITY LIFE | 562 | 134 | 24% |
CENTERLIGHT SELECT | 561 | 126 | 22% |
CENTERS PLAN FOR HEALTHY LIVING | 562 | 147 | 26% |
ELANT | 405 | 129 | 32% |
ELDERPLAN | 564 | 136 | 24% |
ELDERSERVE | 570 | 123 | 22% |
EXTENDED MLTC | 162 | 39 | 24% |
FIDELIS CARE AT HOME | 573 | 159 | 28% |
GUILDNET | 568 | 132 | 23% |
HAMASPIK CHOICE | 114 | 26 | 23% |
HIP OF GREATER NEW YORK | 566 | 125 | 22% |
INDEPENDENCE CARE SYSTEMS | 578 | 150 | 26% |
INTEGRA | 577 | 173 | 30% |
METROPLUS | 424 | 117 | 28% |
MONTEFIORE HMO | 166 | 40 | 24% |
NORTH SHORE-LIJ PLAN | 468 | 131 | 28% |
SENIOR HEALTH PARTNERS INC | 569 | 125 | 22% |
SENIOR NETWORK HEALTH | 360 | 94 | 26% |
SENIOR WHOLE HEALTH | 559 | 108 | 19% |
TOTAL AGING IN PLACE PROGRAM | 95 | 27 | 28% |
UNITED HEALTHCARE | 534 | 109 | 20% |
VILLAGE CARE | 557 | 127 | 23% |
VNA HOMECARE OPTIONS | 201 | 61 | 30% |
VNS CHOICE | 573 | 135 | 24% |
WELLCARE | 579 | 140 | 24% |
TOTAL | 13,388 | 3,306 | 25% |
PACE | |||
ARCHCARE SENIOR LIFE | 245 | 62 | 25% |
CENTERLIGHT PACE | 572 | 163 | 28% |
CHS BUFFALO LIFE | 128 | 60 | 47% |
COMPLETE SENIOR CARE | 83 | 42 | 51% |
EDDY SENIOR CARE | 96 | 30 | 31% |
INDEPENDENT LIVING FOR SENIORS | 372 | 80 | 22% |
PACE CNY | 352 | 113 | 32% |
TOTAL SENIOR CARE | 85 | 24 | 28% |
TOTAL | 1,933 | 574 | 30% |
MAP | |||
AMERIGROUP MAP | 7 | 1 | 14% |
ELDERPLAN MAP | 569 | 144 | 25% |
FIDELIS MAP | 155 | 40 | 26% |
GUILDNET MAP | 452 | 134 | 30% |
HEALTHFIRST MAP | 583 | 144 | 25% |
HIP OF GREATER NEW YORK MAP | 504 | 186 | 37% |
SENIOR WHOLE HEALTH MAP | 16 | 2 | 13% |
VNS CHOICE PLUS MAP | 197 | 61 | 31% |
TOTAL | 2,483 | 712 | 29% |
GRAND TOTAL | 17,804 | 4,592 | 26% |
Respondent Demographics
Survey demographic results can be found in Appendix A, Table A6.
The demographic profiles of the 2013 and 2015 populations were very similar. About 75% of respondents in 2015 were female (75% in 2013), and 86% were 65 years of age or older (83% in 2013). Approximately half of respondents (2013: 47%, 2015: 52%) had at least a high school diploma.
English was the primary language for 57% of the 2015 respondents (51% in 2013), with Spanish as the next most common language at 18% (23% in 2013), while the rest reported a primary language of Chinese (2013: 12%, 2015: 9%), Russian (2013: 8%, 2015: 11%), and other languages (2013: 4%, 2015: 6%). Overall, the percentage of respondents that do not speak English as their primary language decreased from 49% in 2013 to 43% in 2015.
Sixty percent of respondents rated their current state of health as poor/fair (66% in 2013), 25% rated their health as good (27% in 2013), and 15% as very good/excellent (6% in 2013). Sixty-two percent of the respondents were very much/quite a bit content with their quality of life (60% in 2013).
The vast majority of respondents live at home (2013: 97%, 2015: 97%), and approximately half live alone (2013: 49%, 2015: 48%). Approximately two-thirds of respondents reported that they received assistance in completing the survey (2013: 65%, 2015: 65%), mostly from family members (2013: 58%, 2015: 65%).
Plan Evaluation/Rating of Health Plan
Section 1 of the survey consisted of questions concerning members´ experience with their MLTC plan.
Full frequency distribution tables can be found in Appendix A (Tables A1-A6), while aggregate tables can be found in Appendix B (Tables B1-B13).
Table B1 compares responses from both survey years, which shows that the level of satisfaction among 2013 and 2015 respondents remained high. Other notable findings were as follows:
- Eighty-seven percent (87%) rated their plan as excellent/good.
- Eighty-six percent (86%) reported that their plan always/usually explained services clearly, a significant improvement from the 2013 rate (81%).
- The majority of members reported that they were always/usually involved in decisions about their plan of care. Compared to 2013, the percentage was significantly higher in 2015 (72% vs. 77%). In addition, 64% of members reported that family members (or caregivers) were always/usually involved in these decisions, which is a significant increase from the 2013 percentage (60%).
- In the 2015 survey, about half of the members (48%) reported that they called the plan with a question or complaint, significantly lower than in 2013 (65%). Of these respondents:
- 74% said that they always/usually spoke with a person quickly;
- 75% said their questions were always/usually answered quickly;
- 81% said they were always/usually able to understand the answers provided;
- 92% said they were always/usually treated with politeness and respect;
- 68% said their complaints were always/usually handled to their satisfaction;
- All of these rates were significantly higher than in 2013 (49%, 53%, 61%, 84%, and 37% respectively).
- About 9 out of 10 respondents (94%) reported that someone from the health plan had asked to see all of the prescriptions and over-the-counter medicines they were taking, which is a significant percentage increase from 2013 (88%). This would appear to be a positive indication of the plans´ efforts to help members manage their medications.
- Eighty-nine percent (89%) reported that their plan has been excellent/good at helping them to take medications the way their doctor wants them to, and 72% reported that their plan has been excellent/good at helping when they were feeling sad and lonely. This would appear to demonstrate that the plans have been effective in providing members with self-management support and collaborating with members and their families to improve members´ health.
- In 2015, 93% of respondents rated their plan as excellent/good at helping them stay at home and not at a nursing home.
Advance directives are considered an important component in the overall care of the long-term care population. Sixty- seven percent of the respondents reported that their health plan has talked to them about appointing someone to make health care decisions for them if they are unable to do so, and 58% reported having a legal document appointing someone to make health care decisions on their behalf in the event that they are unable to do so. Of the latter, a large majority (79%) said that their health plan has retained a copy of the document. Figure 1 displays the rates for each measure as compared to 2013.
Figure 1: Advance Directives
Quality of Care
In Section 2A of the survey, members were asked to rate the quality of services and supplies they received. Frequency distributions for the 22 Quality of Care items can be found in Table A2.
Table B2 displays the rank ordered positive (excellent/good) ratings given by members pertaining to quality of care compared by survey year. Members´ perception of the quality of the care they received has remained high in 2015. Other notable findings from this section include:
- Eight (8) out of the 22 care providers listed had at least 80% of the respondents giving an excellent/good rating for quality in 2015 (compared to 9 out of 22 in 2013), including highly utilized services such as primary care physicians (PCPs) (91%); pharmacy services (91%); home health aide (87%); visiting nurse (83%); care manager (83%); foot doctor (83%); medical supplies/equipment (82%); and eye care professional (81%).
- The following providers and services all received significantly higher quality of care ratings as compared to 2013 results: meals served at the day health center (70% vs. 78%), home delivered meals/Meals on Wheels (66% vs. 77%), nursing home (64% vs. 77%), and speech therapist (56% vs. 72%).
- Medical supplies/equipment (86% vs. 82%) received a significantly lower quality of care rating as compared to 2013.
- Audiology and hearing aids received the lowest quality of care rating at 68%.
Timeliness of Care
In Section 2B of the survey, members were asked to rate how often the services were on time or if they were able to see the provider at the scheduled time. Frequency distributions for the 16 items in this section can be found in Table A3.
Table B3 displays the rank ordered positive (always/usually) ratings given by members compared by survey year.
The majority of members perceived the timeliness of care to be always/usually on time. For nearly every type of care provider, with the exception of speech therapists, there was a statistically significant increase in the perception of timeliness of care among members. Every care provider type demonstrated a percentage above 50%. Eight (8) of the 16 provider types had at least 80% of respondents giving an always/usually rating for timeliness as compared to 2013, including: pharmacy services (77% vs. 92%); home health aide (78% vs. 92%); transportation to the day center (63% vs. 84%); medical supplies/equipment (70% vs. 83%); transportation from the day center (65% vs. 83%); care manager (69% vs. 83%); visiting nurse (70% vs. 81%); and transportation to the doctor (69% vs. 81%). Most notably, all the ratings for every type of care provider increased by at least 10 percentage points; the smallest increase was 10 percentage points (Meals on Wheels and covering/on-call nurse) and the largest increase was 21 percentage points (transportation to the day center).
Out of all the highly utilized services, speech therapists were least likely to receive a high rating for timeliness. While speech therapists did not achieve a statistically significant increase in percentage of members who rated them as always/usually on time from 2013 to 2015, there was still a notable increase of 11 percentage points.
Access to Care
In Section 2C of the survey, members were asked to indicate how long they generally had to wait for urgent and regular appointments for frequently utilized providers. Tables A4 and A5 provide frequency distributions for these survey items.
Timely access to regular appointments was defined as obtaining an appointment with a provider as soon as a member felt they needed an appointment. Timely access to urgent appointments was defined as obtaining an appointment on the same day that the member needed care. Tables B4 and B5 display the rank ordered results for timely access to urgent and regular appointments compared by survey year.
Table B4 shows that for urgent appointments, half of the respondents were able to obtain a same day appointment with their primary care physician (PCP) (50%). Timely access to urgent appointments was even less likely for foot doctors (34%), eye care (33%), audiologists (32%), and dentists (29%). Although the ratings remain at or below 50% for all provider types, compared to 2013, foot doctors (26% vs. 34%) and eye care (22% vs. 33%) both demonstrated significantly increased ratings. Overall, respondents gave higher ratings with regard to timely access to urgent appointments compared with the 2013 survey.
Table B5 shows that for regular appointments, respondents were most likely to have timely access to regular appointments with PCPs (88%); foot doctors (80%), eye care (79%), dentists (73%), and audiologists (68%) ranked lower in this regard. It should be noted that for 2015, the questions and responses regarding timely access to regular appointments were changed from the 2013 survey. In 2013, the question asked "In the past 6 months, when you called for a regular appointment, how long did you generally have to wait between making an appointment and seeing provider?" and the responses were "Less Than 1 Month", "1 to 3 Months", and "Longer Than 3 Months". For the 2015 survey, the question asked "In the past 6 months, when you called for a regular appointment, how often did you get an appointment as soon as you thought you needed?" and responses were "Always", "Usually", "Sometimes", and "Never". Due to the changes in the questions and responses, a comparison to the 2013 rates cannot be performed.
Analysis of Composite Measures and Individual Survey items within Domains
Composite measures of survey items were computed to obtain a meaningful summary of member responses in each of the following six domains:
- Domain 1 – MLTC Plan Evaluation: Consists of a combination of four (4) individual survey items and three (3) composite measures, and includes Questions 3-5 and 7-15. Questions 4 and 5 were combined to create a composite measure (Composite 1a), as were Questions 7-11 (Composite 1b) and Questions 14a-14d (Composite 1c). All other questions in this group were reported as individual survey items. Collectively, these composites, as well as the individual survey items, assess the members´ general experience with the care plan, including plan of care involvement, and courtesy and timeliness of responses when they called the plan. For Composite 1a and Composite 1b, the score represents the average proportion of respondents who answered "Always/Usually", and for Composite 1c, the score represents the average proportion of respondents who answered "Excellent/Good."
- Domain 2 – Quality of Providers and Long-Term Care Services: Consists of a single composite measure and includes Questions 16-35. This domain evaluates the quality of care provided by long-term care providers and services, and consists of 22 provider and service types. The composite score for this domain reflects the average proportion of respondents who rated the quality of the most utilized providers and services as excellent/good.
- Domain 3 – Timeliness of Providers and Long-Term Care Services: Consists of a single composite measure including Questions 36-47, and evaluates the timeliness of care provided by long-term care providers and services. This composite consists of 16 provider and service types. The composite score for this domain reflects the average proportion of respondents who rated the timeliness of the providers and services as always/usually timely.
- Domain 4 – Access to Care for Urgent Appointments: Consists of a single composite measure, which assesses the respondents´ ability to get an appointment within the same day when care was needed right away. There are five (5) measures within the composite representing five (5) provider types: PCP, dentist, eye care, foot doctor, and audiology. The composite score reflects the average proportion of respondents who reported that they always/usually could get an appointment within the same day.
- Domain 5 – Access to Care for Regular Appointments: Consists of a single composite measure assessing the ability of respondents to get a regular appointment as soon as they thought they needed one. There are five (5) measures included in the composite which represent five (5) provider types: PCP, dentist, eye care, foot doctor, and audiology. The composite score reflects the average proportion of respondents who reported that they always/usually were able to get a regular appointment as soon as they thought they needed one.
Domain 1: Measures Related to MLTC Plan Evaluation (Table B6)
- In 2015, 70% of respondents said they, along with family members or caregivers, were always/usually involved in making decisions about their plan of care, a significantly higher rate than in 2013 (66%).
- Seventy-nine percent (79%) reported that they always/usually received helpful, timely, and courteous customer assistance when they called the plan with a question or complaint.
- Seventy-five percent (75%) said the plan had explained the Consumer Directed Personal Assistance option.
- Eighty-four percent (84%) reported that the plan was excellent/good in helping members with managing medications and illnesses, as well as feeling sad or lonely and helping members remain in their homes as opposed to a nursing home.
- In 2015, 86% reported that the plan always/usually explained services clearly and 94% said the plan had asked to see all prescriptions and medications. Both these rates demonstrate a significant increase as compared to 2013.
- Overall, 87% rated the health plan as excellent/good.
Figure 1 displays the rates for each measure as compared to 2013.
Figure 1: MLTC Plan Evaluation (Domain 1)
* Indicates a rate significantly higher than 2015. p<.001.
+ Questions and/or responses changed for 2015. No comparison can be made.
++ New question in 2015.
1 Indicates a single survey item. Significance testing for single items was done using a z-test.
2 Indicates a composite measure. Significance testing for composite measures was done using the Student´s t-test.
Domains 2-5: Measures Related to Quality, Timeliness, and Access to Care (Table B6)
- About 81% of respondents rated the quality of providers and services as excellent/good, basically unchanged from 2013.
- About 82% of respondents rated the overall timeliness of care as always/usually timely, significantly higher than in 2013 (67%).
- About 39% of respondents reported that they were always/usually able to get an appointment within the same day, significantly higher than in 2013 (34%).
- Additionally, 81% of respondents were always/usually able to get a regular appointment with their doctor.
Figure 2 displays the rates for Domains 2-5 as compared to 2013.
Figure 2: Quality, Timeliness, and Access to Care (Domains 2-5)
* Indicates a rate significantly higher than 2013. P<.001
+ Questions and/or responses changed for 2015. No comparison can be made.
Analysis of Composite Measures by Subgroup
Comparisons between subgroups were also performed on the selected survey items and composites that comprise each domain to determine which subgroups of the managed long-term care population were most or least satisfied with the quality, timeliness, and access to care in 2015. The subgroups included: plan type, gender, race/ethnicity, education level, age, primary language spoken, and self-reported health status.
Comparison tables can be found in Appendix B, and significant differences in each subgroup are noted as follows:
Comparison by Plan Type (Table B7)
- On average, Partially Capitated plan members were more likely than MAP plan members to report always/usually receiving helpful, timely, and courteous customer service when they called the plan with a question, complaint, or grievance (80% vs. 73%).
- PACE plan members were less likely to report that someone at the plan had explained the Consumer Directed Personal Assistance option to them since joining the plan compared to Partially Capitated and MAP (PACE: 58% vs. Partially Capitated: 77%, MAP: 74%).
- PACE plan members were more likely to report that providers and long-term care services were always/usually on time (PACE: 86% vs. Partially Capitated: 82%, MAP: 80%).
- Partially Capitated plan members were less likely to report that the plan had talked to them about appointing someone to make decisions about health care if they are unable to (Partially Capitated: 63% vs. PACE: 77%, MAP: 75%).
- PACE plan members were more likely to report having legal documentation appointing someone to make health care decisions for them, while Partially Capitated plan members were least likely (PACE: 84% vs. MAP: 61% vs. Partially Capitated: 53%).
- PACE members were more likely to report that the health plan had a copy of the legal document (PACE: 94% vs. Partially Capitated: 75%, MAP: 71%).
Comparison by Gender (Table B8)
- About 69% of female respondents reported that someone from the health plan had talked to them about appointing someone to make health care decisions for them if they are unable to do so, significantly higher than male respondents (62%).
- In addition, female respondents were more likely than male respondents to report having legal documentation appointing someone to make health care decisions (61% vs. 52%).
Comparison by Race/Ethnicity (Table B9)
- On average, white respondents were more likely than black respondents to report that their family members or care givers were always/usually involved in making decisions about health care (73% vs. 66%).
- Additionally, white respondents were more likely than black respondents to report always/usually receiving helpful, timely, and courteous customer service when they called the plan with a question, complaint, or grievance (82% vs. 74%).
- When asked if the plan was excellent/good at helping members with medication management, managing illness, feeling sad and lonely, and staying in their homes instead of a nursing home, white respondents were more likely to rate the plan as excellent/good, significantly higher than Asian respondents (86% vs. 80%).
- Overall, 85% of white respondents rated the quality of care they received as excellent/good, significantly higher than black and Asian respondents (77% and 75%, respectively).
- In addition, 86% of white respondents rated the timeliness of care as excellent/good, while 78% of black respondents and 77% of Asian respondents rated the timeliness as excellent/good. The rate for white respondents was significantly higher than those for black and Asian respondents.
- Eighty five percent (85%) of white respondents reported that they were always/usually able to get a regular appointment with their doctors as soon as they thought they needed one. This rate is significantly higher than both black and Asian respondents (79% and 74%, respectively).
- Of the Asian respondents, 42% reported that they had legal documentation appointing someone to make health care decisions if they are unable to, significantly lower than any other group (White: 64%, Black: 59%, Other: 65%).
- Additionally, 69% of black respondents reported that their health plan had a copy of their advance directives, representing a significantly lower rate than both white and Asian respondents (85% and 79% respectively).
Comparison by Education (Table B10)
- Respondents with a level of education less than high school were more likely to report that the plan had explained the Consumer Directed Personal Assistance option than respondents with at least a high school diploma. (79% vs. 70%).
- Additionally, 71% of respondents with a level of education less than high school reported that the plan had talked to them about appointing someone to make health care decisions if they are unable to do so, significantly higher than respondents with at least a high school diploma (65%).
Comparison by Age (Table B11)
- Respondents over the age of 65 were more likely to report that their family member or care giver were involved in making decisions about health care, significantly higher than respondents ages 18-64 (72% vs. 63%).
- Additionally, respondents over age 65 were more likely to have legal documentation appointing someone to make health care decisions (60% vs. 50%).
Comparison by Primary Language (Table B12)
- Non-English-speaking respondents were more likely to report that the health plan had explained the Consumer Directed Personal Assistance option as compared to respondents whose primary language is English (83% vs. 67%).
- Forty two percent (42%) of Non-English-speaking respondents reported that they could get urgent appointments with their doctors the same day, significantly higher than English speaking respondents (36%).
- When asked if members had legal documentation appointing someone to make health care decisions for them, 68% of English-speaking respondents reported they did have legal documents, while 44% of Non-English-speaking respondents reported they had legal documents. The rate for English speaking respondents was significantly higher.
Comparison by Self-Reported Health Status (Table B13)
- Ninety percent (90%) of respondents who rated their current state of health as excellent/very good reported that the health plan always/usually explained all of their services clearly, significantly higher than respondents who rated their current state of health as good/fair/poor (83%).
- When asked if family members or caregivers were involved in making health care decisions with the members, respondents who rated their current state of health as excellent/very good were more likely to respond positively (always/usually) than respondents who rated their current state of health as good/fair/poor (73% vs. 68%).
- In regard to receiving helpful, timely, and courteous customer service when members called the plan with a question, complaint, or grievance, 85% of respondents who rated their current state of health as excellent/very good reported they always/usually received helpful, timely, and courteous customer service while 74% of respondents who rated their current state of health as good/fair/poor reported the same. The rate for respondents with excellent/very good health was significantly higher.
- Eighty-nine percent (89%) of respondents who rated their current state of health as excellent/very good reported the plan was excellent/good at helping them with medication management, managing illnesses, feeling sad and lonely, and staying in their own home as opposed to a nursing home. Comparatively, only 81% of respondents who reported their health status as good/fair/poor responded to these survey items with an excellent/good rating, a significantly lower rate.
- Overall, 93% of respondents who rated their current state of health as excellent/very good rated their MLTC plan as excellent/good while 83% of respondents who rated their current state of health as good/fair/poor rated their MLTC plan as excellent/very good.
- In regard to quality of care, 78% of respondents who rated their current state of health as good/fair/poor rated quality as excellent/good, significantly lower than respondents who rated their current state of health as excellent/very good (86%).
- Eighty-five percent (85%) of respondents who rated their current state of health as excellent/very good reported that providers and services were always/usually on time, significantly higher than respondents who rated their current state of health as good/fair/poor (80%).
- Respondents who rated their current state of health as excellent/very good were more likely to report always/usually being able to get regular appointments with their doctors as soon as they thought they needed it (84% vs. 80%).
- Respondents who rated their current state of health as excellent/very good were more likely to report that they had legal documentation appointing someone to make health care decisions if they are unable to do so (64% vs. 55%).
Section 4: Conclusions and Recommendations
Overall survey findings were favorable. The tables presented in this report indicate that the majority of MLTC respondents are evidently satisfied with their MLTC plan. The majority of members rated the quality of MLTC services to be good or excellent and the majority indicated that providers and services are always or usually on time. It is encouraging to see continued high satisfaction rates for such critical long-term care services as visiting nurses and care managers. Survey results also indicate that certain services reflected notable quality improvement ratings as compared to the 2013 survey, among these were congregate meals, home delivered meals, and speech therapy.
The percentage of respondents indicating that services were always/usually explained clearly represented a notable increase from 2013. In addition, results indicated that fewer respondents were calling plans with questions or for help, likely because of the improvement in explaining services clearly. Moreover, larger percentages of respondents in the 2015 survey indicated that they were able to speak with a representative quickly, get answers quickly, and understand answers. A larger percentage of respondents indicated that plans are reviewing prescriptions and over the counter medications, likely indicative of improvements in medication management initiatives.
Specific observations and recommendations were as follows:
- IPRO observed that the percentage of members rating the quality of medical supplies and equipment as good/excellent, while still high, declined from the 2013 survey (86% to 82% - Table B2).
Plans may choose to conduct more in-depth member surveys focused on this service to determine if, in fact, quality issues exist and to determine the nature of these issues. These surveys can be used as baseline data to determine if PIPs focusing on this service is warranted. Reviews of complaint and grievance logs may be considered as well, as a means of identifying quality of care issues. - The percentage of respondents rating the quality of dental services as good/excellent, while slightly improved from 2013 (71% to 73%), continues to be among the lowest of the highly utilized services (Table B2).
Member surveys focused on the quality of dental care may be warranted, to identify issues, and to determine if there are access issues with these providers as well. Reviews of complaint and grievance logs may also be considered as a means of identifying problems with dental networks. - Audiology / hearing aids had the lowest good/excellent quality of care ratings, at 68%, versus 65% in 2013 (Table B2).
As with dental services, member surveys focused on the quality of these services may be warranted, as are reviews of complaints and grievances involving audiology services, to assist in determining if outreach to these providers is necessary. - The percentage of respondents indicating that the health plan spoke to them about appointing someone to make decisions about their health if they are unable to do so, and the percentage of respondents indicating that they have a legal document (advance directive) in place, declined slightly from 2013 results (Table B1). PACE and MAP plans continue to exhibit higher rates of these discussions and advance directive procurement than partially capitated plans (Tables A6, B7). Whites, blacks, and respondents who identified as "other" reported higher rates of advance directives in place than Asians (Table B9).
As noted in prior survey findings, a number of partially capitated plans have been addressing advance directives over the years by undertaking PIPs which focus on advance directive discussion as well as procurement. Project interventions have included:- Increased social worker involvement (language and culture specific where applicable)
- Language and culture specific member education materials
- Advance directive discussions at start of enrollment/ intake processes
- Advance directive discussions during clinical re-assessment visits
- Increased telephone follow-up initiatives
Some improvement in advance directive procurement rates have been observed with these interventions. IPRO recommends continued efforts in these areas and recommended advance directives as a PIP topic option for the 2015 year. Language and culture-specific interventions, wherever possible and applicable, would appear to be a key to this undertaking. - The percentage of respondents indicating that they had same day urgent access to providers, while improved over the 2013 results, continues to be low. The highest percentage was reported for PCPs (50%), with same day urgent access for foot doctors, eye care, audiology, and dentists notably lower (Table B4).
IPRO continues to note that outpatient services are not in the benefit package of the partially capitated plans. However, all plans may wish to investigate access issues through possibly interviewing providers to determine exactly how urgent visits are handled. Plans may also choose to interview samples of members to obtain time intervals for urgent appointments, in order to provide outreach to certain providers. - The percentage of respondents indicating that family members or caregivers are involved in care planning, while improved over 2013 results, still appear to indicate room for improvement (Table B1, 64%).
Family involvement is the member´s choice; therefore, plans should investigate whether members would like additional family and/or caregiver participation in care planning. Plans may need to possibly consider doing more to foster member and caregiver involvement in care planning, either through care manager education (e.g. in-service training) or through outreach to vendors involved in care planning. An initial step might be a survey to a sample of members addressing whether these members would like to see family members involved in care planning or service determination discussions, and if members want family members/caregivers to receive copies of their care plans. These surveys should also address if members and / or caregivers are not satisfied with their care plans because they do not include all of the relevant issues that they perceive to be important. - There were some observed race/ethnicity differences with some ratings. White respondents were more likely to report that their family members or caregivers were always/usually involved in making decisions about health care and were more likely to report always/usually receiving helpful, timely and courteous service when calling the plan. White respondents were also more likely to rate their quality of care as good/excellent, and were more likely to rate that they were always/usually able to get a regular appointment with their doctors as soon as they thought they needed one. Rates were consistently higher than black respondents, and often higher than Asian respondents. A significantly lower rate of Asian respondents reported having advance directives in place than all other respondents. Also, a significantly higher percentage of English-speaking respondents reported having these documents in place, as compared to non-English speaking respondents (Tables B9, B12).
These results may indicate that cultural barriers associated with race, and language barriers, may be playing a role in not being satisfied with certain services and with timely access to them.
This may be another area for plans to explore, if there is limited access to services across certain ethnic groups.
Appendix A. Frequency Tables
Table A1: MLTC Plan Evaluation
All Respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 1: MLTC Plan Evaluation | |||||||||||||||||
1a++ | Our records indicate that you are a member of [HEALTH PLAN]. Is this correct? | ||||||||||||||||
Yes | 2,965 | 96 | 542 | 98 | 632 | 98 | 4,139 | 97 | |||||||||
No | 112 | 4 | 9 | 2 | 16 | 2 | 137 | 3 | |||||||||
TOTAL | 3,077 | 551 | 648 | 4,276 | |||||||||||||
2a | Where do you live? | ||||||||||||||||
At home | 1,574 | 98 | 2,964 | 98 | 389 | 91 | 493 | 93 | 396 | 98 | 637 | 99 | 2,359 | 97 | 4,094 | 97 | |
Nursing home | 31 | 2 | 68 | 2 | 39 | 9 | 37 | 7 | 7 | 2 | 8 | 1 | 77 | 3 | 113 | 3 | |
TOTAL | 1,605 | 3,032 | 428 | 530 | 403 | 645 | 2,436 | 4,207 | |||||||||
3 | MLTC plan explains services clearly? | ||||||||||||||||
Always | 825 | 53 | 1,507 | 56 | 201 | 48 | 222 | 51 | 202 | 52 | 353 | 60 | 1,228 | 52 | 2,082 | 56 | |
Usually | 448 | 29 | 823 | 30 | 152 | 37 | 150 | 34 | 97 | 25 | 155 | 26 | 697 | 29 | 1,128 | 30 | |
Sometimes | 236 | 15 | 318 | 12 | 50 | 12 | 56 | 13 | 73 | 19 | 70 | 12 | 359 | 15 | 444 | 12 | |
Never | 57 | 4 | 61 | 2 | 12 | 3 | 10 | 2 | 15 | 4 | 13 | 2 | 84 | 4 | 84 | 2 | |
TOTAL | 1,566 | 2,709 | 415 | 438 | 387 | 591 | 2,368 | 3,738 | |||||||||
Don´t know or not sure | 67 | 134 | 14 | 31 | 20 | 28 | 101 | 193 | |||||||||
4 | Are you involved in making decisions about plan of care? | ||||||||||||||||
Always | 719 | 47 | 1,394 | 52 | 188 | 46 | 207 | 46 | 199 | 51 | 321 | 54 | 1,106 | 47 | 1,922 | 52 | |
Usually | 382 | 25 | 659 | 25 | 124 | 30 | 144 | 32 | 79 | 20 | 127 | 21 | 585 | 25 | 930 | 25 | |
Sometimes | 269 | 17 | 392 | 15 | 70 | 17 | 64 | 14 | 70 | 18 | 95 | 16 | 409 | 17 | 551 | 15 | |
Never | 169 | 11 | 223 | 8 | 30 | 7 | 33 | 7 | 39 | 10 | 51 | 9 | 238 | 10 | 307 | 8 | |
TOTAL | 1,539 | 2,668 | 412 | 448 | 387 | 594 | 2,338 | 3,710 | |||||||||
Don´t know or not sure | 87 | 168 | 21 | 25 | 20 | 26 | 128 | 219 | |||||||||
5 | Is your family/caregiver involved in making decisions about plan of care? | ||||||||||||||||
Always | 642 | 41 | 1,247 | 46 | 199 | 48 | 226 | 48 | 180 | 46 | 308 | 51 | 1,021 | 43 | 1,781 | 47 | |
Usually | 255 | 16 | 478 | 18 | 91 | 22 | 101 | 22 | 58 | 15 | 70 | 12 | 404 | 17 | 649 | 17 | |
Sometimes | 300 | 19 | 494 | 18 | 68 | 16 | 77 | 16 | 74 | 19 | 108 | 18 | 442 | 19 | 679 | 18 | |
Never | 356 | 23 | 467 | 17 | 55 | 13 | 65 | 14 | 82 | 21 | 117 | 19 | 493 | 21 | 649 | 17 | |
TOTAL | 1,553 | 2,686 | 413 | 469 | 394 | 603 | 2,360 | 3,758 | |||||||||
Don´t know or not sure | 72 | 142 | 21 | 10 | 12 | 17 | 105 | 169 | |||||||||
6 | Called the plan for help or a complaint/grievance? | ||||||||||||||||
Yes | 526 | 33 | 1,312 | 47 | 180 | 42 | 246 | 54 | 182 | 46 | 290 | 48 | 888 | 37 | 1,848 | 48 | |
No | 1066 | 67 | 1,451 | 53 | 250 | 58 | 211 | 46 | 217 | 54 | 315 | 52 | 1,533 | 63 | 1,977 | 52 | |
TOTAL | 1,592 | 2,763 | 430 | 457 | 399 | 605 | 2,421 | 3,825 | |||||||||
7 ♦⌃ | Speak with a person quickly? | ||||||||||||||||
Always | 485 | 50 | 479 | 38 | 143 | 54 | 80 | 33 | 120 | 42 | 92 | 32 | 748 | 49 | 651 | 36 | |
Usually | 482 | 38 | 108 | 45 | 93 | 33 | 683 | 38 | |||||||||
Sometimes | 423 | 44 | 255 | 20 | 117 | 44 | 50 | 21 | 148 | 52 | 82 | 29 | 688 | 45 | 387 | 22 | |
Never | 63 | 6 | 57 | 4 | 7 | 3 | 3 | 1 | 19 | 7 | 19 | 7 | 89 | 6 | 79 | 4 | |
TOTAL | 971 | 1,273 | 267 | 241 | 287 | 286 | 1,525 | 1,800 | |||||||||
Don´t know or not sure | 11 | 0 | 0 | 11 | |||||||||||||
8 ♦⌃ | Were questions answered quickly? | ||||||||||||||||
Always | 537 | 55 | 501 | 39 | 136 | 51 | 80 | 33 | 137 | 48 | 100 | 35 | 810 | 53 | 681 | 38 | |
Usually | 470 | 37 | 99 | 41 | 97 | 34 | 666 | 37 | |||||||||
Sometimes | 403 | 41 | 246 | 19 | 121 | 45 | 56 | 23 | 136 | 47 | 74 | 26 | 660 | 43 | 376 | 21 | |
Never | 43 | 4 | 60 | 5 | 10 | 4 | 5 | 2 | 15 | 5 | 13 | 5 | 68 | 4 | 78 | 4 | |
TOTAL | 983 | 1,277 | 267 | 240 | 288 | 284 | 1,538 | 1,801 | |||||||||
Don´t know or not sure | 11 | 1 | 3 | 15 | |||||||||||||
9 ♦⌃ | Were you able to understand the answers? | ||||||||||||||||
Always | 617 | 63 | 664 | 52 | 167 | 63 | 114 | 48 | 148 | 52 | 122 | 43 | 932 | 61 | 900 | 50 | |
Usually | 379 | 30 | 92 | 38 | 92 | 32 | 563 | 31 | |||||||||
Sometimes | 347 | 35 | 202 | 16 | 97 | 36 | 29 | 12 | 127 | 45 | 64 | 22 | 571 | 37 | 295 | 16 | |
Never | 15 | 2 | 20 | 2 | 3 | 1 | 5 | 2 | 10 | 4 | 8 | 3 | 28 | 2 | 33 | 2 | |
TOTAL | 979 | 1,265 | 267 | 240 | 285 | 286 | 1,53 | 1,791 | |||||||||
Don´t know or not sure | 18 | 2 | 1 | 21 | |||||||||||||
10 ♦⌃ | Were you treated with politeness and respect? | ||||||||||||||||
Always | 830 | 85 | 919 | 72 | 225 | 83 | 164 | 68 | 232 | 81 | 200 | 70 | 1,287 | 84 | 1,283 | 71 | |
Usually | 274 | 21 | 58 | 24 | 55 | 19 | 387 | 21 | |||||||||
Sometimes | 135 | 14 | 75 | 6 | 43 | 16 | 17 | 7 | 51 | 18 | 28 | 10 | 229 | 15 | 120 | 7 | |
Never | 17 | 2 | 16 | 1 | 2 | 1 | 1 | 0 | 2 | 1 | 2 | 1 | 21 | 1 | 19 | 1 | |
TOTAL | 982 | 1,284 | 270 | 240 | 285 | 285 | 1,537 | 1,809 | |||||||||
Don´t know or not sure | 2 | 2 | 2 | 6 | |||||||||||||
11 ♦⌃ | Complaint or grievance handled to satisfaction? | ||||||||||||||||
Always | 378 | 39 | 58 | 31 | 75 | 33 | 511 | 37 | |||||||||
Usually | 292 | 30 | 72 | 38 | 70 | 31 | 434 | 31 | |||||||||
Sometimes | 205 | 21 | 48 | 25 | 63 | 28 | 316 | 23 | |||||||||
Never | 104 | 11 | 12 | 6 | 20 | 9 | 136 | 10 | |||||||||
TOTAL | 979 | 190 | 228 | 1,397 | |||||||||||||
I did not call the plan with a complaint | 307 | 53 | 53 | 413 | |||||||||||||
12 | Has asked to see all of the prescriptions/over the counter medicines? | ||||||||||||||||
Yes | 1256 | 87 | 2,520 | 94 | 336 | 88 | 397 | 92 | 349 | 93 | 566 | 95 | 1,941 | 88 | 3,483 | 94 | |
No | 183 | 13 | 157 | 6 | 45 | 12 | 35 | 8 | 28 | 7 | 27 | 5 | 256 | 12 | 219 | 6 | |
TOTAL | 1,439 | 2,677 | 381 | 432 | 377 | 593 | 2,197 | 3,702 | |||||||||
Don´t know or not sure | 176 | 174 | 46 | 41 | 29 | 26 | 251 | 241 | |||||||||
13++ | Explain the CDPA option? | ||||||||||||||||
Yes | 1,413 | 77 | 156 | 58 | 292 | 74 | 1,861 | 75 | |||||||||
No | 418 | 23 | 111 | 42 | 105 | 26 | 634 | 25 | |||||||||
TOTAL | 1,831 | 267 | 397 | 2,495 | |||||||||||||
Don´t know or not sure | 1,002 | 201 | 211 | 1,414 | |||||||||||||
14a^ | Take meds the way your doctor wants you to | ||||||||||||||||
Excellent | 706 | 54 | 1,114 | 51 | 220 | 56 | 236 | 55 | 179 | 53 | 273 | 53 | 1,105 | 54 | 1,623 | 52 | |
Good | 424 | 32 | 817 | 37 | 140 | 36 | 156 | 36 | 106 | 32 | 185 | 36 | 670 | 33 | 1,158 | 37 | |
Fair | 131 | 10 | 189 | 9 | 25 | 6 | 28 | 7 | 36 | 11 | 36 | 7 | 192 | 9 | 253 | 8 | |
Poor | 54 | 4 | 74 | 3 | 9 | 2 | 10 | 2 | 14 | 4 | 20 | 4 | 77 | 4 | 104 | 3 | |
TOTAL | 1,315 | 2,194 | 394 | 430 | 335 | 514 | 2,044 | 3,138 | |||||||||
Not Applicable | 145 | 529 | 26 | 38 | 42 | 85 | 213 | 652 | |||||||||
14b^ | Manage your illness | ||||||||||||||||
Excellent | 570 | 46 | 913 | 44 | 204 | 53 | 205 | 50 | 157 | 48 | 239 | 47 | 931 | 48 | 1,357 | 46 | |
Good | 462 | 37 | 823 | 40 | 140 | 37 | 167 | 40 | 108 | 33 | 197 | 39 | 710 | 36 | 1,187 | 40 | |
Fair | 149 | 12 | 236 | 11 | 30 | 8 | 32 | 8 | 45 | 14 | 47 | 9 | 224 | 11 | 315 | 11 | |
Poor | 68 | 5 | 89 | 4 | 8 | 2 | 10 | 2 | 17 | 5 | 23 | 5 | 93 | 5 | 122 | 4 | |
TOTAL | 1,249 | 2,061 | 382 | 414 | 327 | 506 | 1,958 | 2,981 | |||||||||
Not Applicable | 216 | 604 | 37 | 48 | 50 | 88 | 303 | 740 | |||||||||
14c^ | Help when feeling sad and lonely | ||||||||||||||||
Excellent | 421 | 38 | 653 | 36 | 126 | 37 | 115 | 33 | 91 | 33 | 133 | 33 | 638 | 37 | 901 | 35 | |
Good | 394 | 35 | 655 | 36 | 134 | 40 | 139 | 39 | 87 | 32 | 153 | 38 | 615 | 36 | 947 | 37 | |
Fair | 199 | 18 | 320 | 18 | 57 | 17 | 66 | 19 | 54 | 20 | 70 | 17 | 310 | 18 | 456 | 18 | |
Poor | 106 | 9 | 168 | 9 | 21 | 6 | 32 | 9 | 41 | 15 | 45 | 11 | 168 | 10 | 245 | 10 | |
TOTAL | 1,120 | 1,796 | 338 | 352 | 273 | 401 | 1,731 | 2,549 | |||||||||
Not Applicable | 329 | 848 | 79 | 109 | 97 | 189 | 505 | 1,146 | |||||||||
14d^ | Allow to stay in home and not in nursing home | ||||||||||||||||
Excellent | 773 | 67 | 1,331 | 64 | 234 | 66 | 272 | 68 | 204 | 69 | 328 | 69 | 1,211 | 67 | 1,931 | 66 | |
Good | 249 | 22 | 586 | 28 | 95 | 27 | 100 | 25 | 59 | 20 | 118 | 25 | 403 | 22 | 804 | 27 | |
Fair | 76 | 7 | 109 | 5 | 13 | 4 | 17 | 4 | 17 | 6 | 16 | 3 | 106 | 6 | 142 | 5 | |
Poor | 59 | 5 | 43 | 2 | 10 | 3 | 9 | 2 | 16 | 5 | 10 | 2 | 85 | 5 | 62 | 2 | |
TOTAL | 1,157 | 2,069 | 352 | 398 | 296 | 472 | 1,805 | 2,939 | |||||||||
Not Applicable | 290 | 560 | 61 | 63 | 77 | 126 | 428 | 749 | |||||||||
15 | How would you rate your plan? | ||||||||||||||||
Excellent | 671 | 41 | 1,095 | 41 | 176 | 41 | 202 | 45 | 184 | 46 | 286 | 48 | 1,031 | 42 | 1,583 | 42 | |
Good | 688 | 42 | 1,230 | 46 | 193 | 45 | 189 | 42 | 159 | 39 | 253 | 42 | 1,040 | 42 | 1,672 | 45 | |
Fair | 229 | 14 | 301 | 11 | 53 | 12 | 54 | 12 | 54 | 13 | 46 | 8 | 336 | 14 | 401 | 11 | |
Poor | 37 | 2 | 62 | 2 | 8 | 2 | 8 | 2 | 6 | 1 | 13 | 2 | 51 | 2 | 83 | 2 | |
TOTAL | 1,625 | 2,688 | 430 | 453 | 403 | 598 | 2,458 | 3,739 |
Note: Percentages have been rounded and may not total to 100%.
♦ Items based on skip pattern
++ New question in 2015.
⌃ Questions and/or responses have changed since 2013.
Table A2: Quality of Care
All respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 2A: Quality of Care Providers | |||||||||||||||||
16 | Regular Doctor | ||||||||||||||||
Excellent | 796 | 54 | 1,424 | 56 | 200 | 49 | 228 | 51 | 216 | 58 | 319 | 55 | 1,212 | 54 | 1,971 | 55 | |
Good | 506 | 34 | 907 | 36 | 165 | 41 | 171 | 38 | 115 | 31 | 208 | 36 | 786 | 35 | 1,286 | 36 | |
Fair | 132 | 9 | 163 | 6 | 30 | 7 | 35 | 8 | 39 | 10 | 41 | 7 | 201 | 9 | 239 | 7 | |
Poor | 33 | 2 | 49 | 2 | 10 | 2 | 12 | 3 | 5 | 1 | 15 | 3 | 48 | 2 | 76 | 2 | |
TOTAL | 1,467 | 2,543 | 405 | 446 | 375 | 583 | 2,247 | 3,572 | |||||||||
Not Applicable | 72 | 170 | 16 | 17 | 13 | 23 | 101 | 210 | |||||||||
17 | Dentist | ||||||||||||||||
Excellent | 320 | 32 | 536 | 32 | 81 | 28 | 120 | 36 | 69 | 30 | 95 | 25 | 470 | 31 | 751 | 32 | |
Good | 400 | 40 | 678 | 41 | 132 | 45 | 139 | 41 | 73 | 32 | 175 | 47 | 605 | 40 | 992 | 42 | |
Fair | 178 | 18 | 293 | 18 | 44 | 15 | 50 | 15 | 57 | 25 | 67 | 18 | 279 | 18 | 410 | 17 | |
Poor | 111 | 11 | 162 | 10 | 34 | 12 | 28 | 8 | 31 | 13 | 39 | 10 | 176 | 12 | 229 | 10 | |
TOTAL | 1,009 | 1,669 | 291 | 337 | 230 | 376 | 1,530 | 2,382 | |||||||||
Not Applicable | 430 | 918 | 123 | 119 | 133 | 207 | 686 | 1,244 | |||||||||
18 | Eye Care | ||||||||||||||||
Excellent | 527 | 41 | 906 | 42 | 141 | 40 | 160 | 41 | 146 | 46 | 231 | 44 | 814 | 42 | 1,297 | 42 | |
Good | 527 | 41 | 855 | 39 | 143 | 40 | 145 | 37 | 102 | 32 | 215 | 41 | 772 | 40 | 1,215 | 39 | |
Fair | 155 | 12 | 288 | 13 | 51 | 14 | 57 | 15 | 50 | 16 | 48 | 9 | 256 | 13 | 393 | 13 | |
Poor | 70 | 5 | 118 | 5 | 20 | 6 | 29 | 7 | 19 | 6 | 27 | 5 | 109 | 6 | 174 | 6 | |
TOTAL | 1,279 | 2,167 | 355 | 391 | 317 | 521 | 1,951 | 3,079 | |||||||||
Not Applicable | 222 | 500 | 66 | 71 | 64 | 79 | 352 | 650 | |||||||||
19 | Foot Doctor | ||||||||||||||||
Excellent | 503 | 46 | 840 | 44 | 109 | 39 | 118 | 37 | 121 | 44 | 171 | 42 | 733 | 45 | 1,129 | 43 | |
Good | 385 | 35 | 747 | 39 | 106 | 38 | 143 | 44 | 91 | 33 | 160 | 39 | 582 | 35 | 1,050 | 40 | |
Fair | 127 | 12 | 217 | 11 | 45 | 16 | 42 | 13 | 28 | 10 | 54 | 13 | 200 | 12 | 313 | 12 | |
Poor | 72 | 7 | 99 | 5 | 18 | 6 | 19 | 6 | 35 | 13 | 27 | 7 | 125 | 8 | 145 | 5 | |
TOTAL | 1,087 | 1,903 | 278 | 322 | 275 | 412 | 1,640 | 2,637 | |||||||||
Not Applicable | 364 | 679 | 127 | 125 | 93 | 166 | 584 | 970 | |||||||||
20a | Home Health Aide | ||||||||||||||||
Excellent | 814 | 60 | 1,361 | 56 | 161 | 48 | 187 | 50 | 204 | 57 | 314 | 58 | 1,179 | 57 | 1,862 | 56 | |
Good | 382 | 28 | 762 | 31 | 125 | 37 | 127 | 34 | 104 | 29 | 150 | 28 | 611 | 30 | 1,039 | 31 | |
Fair | 120 | 9 | 229 | 9 | 38 | 11 | 40 | 11 | 38 | 11 | 50 | 9 | 196 | 10 | 319 | 10 | |
Poor | 42 | 3 | 85 | 3 | 13 | 4 | 19 | 5 | 15 | 4 | 27 | 5 | 70 | 3 | 131 | 4 | |
TOTAL | 1,358 | 2,437 | 337 | 373 | 361 | 541 | 2,056 | 3,351 | |||||||||
Not Applicable | 141 | 154 | 78 | 70 | 14 | 29 | 233 | 253 | |||||||||
20b | Home Health Agency | ||||||||||||||||
Excellent | 640 | 46 | 1,059 | 42 | 123 | 38 | 154 | 43 | 157 | 43 | 210 | 37 | 920 | 44 | 1,423 | 41 | |
Good | 492 | 35 | 947 | 38 | 146 | 45 | 138 | 38 | 122 | 34 | 220 | 39 | 760 | 37 | 1,305 | 38 | |
Fair | 189 | 14 | 354 | 14 | 39 | 12 | 50 | 14 | 60 | 17 | 111 | 19 | 288 | 14 | 515 | 15 | |
Poor | 66 | 5 | 151 | 6 | 17 | 5 | 19 | 5 | 22 | 6 | 29 | 5 | 105 | 5 | 199 | 6 | |
TOTAL | 1,387 | 2,511 | 325 | 361 | 361 | 570 | 2,073 | 3,442 | |||||||||
Not Applicable | 123 | 155 | 87 | 84 | 12 | 26 | 222 | 265 | |||||||||
21 | Care Manager | ||||||||||||||||
Excellent | 675 | 49 | 1,057 | 43 | 159 | 43 | 182 | 44 | 175 | 50 | 213 | 39 | 1,009 | 48 | 1,452 | 42 | |
Good | 488 | 35 | 998 | 40 | 157 | 43 | 168 | 41 | 122 | 35 | 232 | 42 | 767 | 36 | 1,398 | 41 | |
Fair | 164 | 12 | 303 | 12 | 36 | 10 | 44 | 11 | 43 | 12 | 69 | 13 | 243 | 12 | 416 | 12 | |
Poor | 62 | 4 | 121 | 5 | 14 | 4 | 20 | 5 | 13 | 4 | 38 | 7 | 89 | 4 | 179 | 5 | |
TOTAL | 1,389 | 2,479 | 366 | 414 | 353 | 552 | 2,108 | 3,445 | |||||||||
Not Applicable | 115 | 173 | 45 | 37 | 18 | 37 | 178 | 247 | |||||||||
22a | Regular Visiting Nurse | ||||||||||||||||
Excellent | 716 | 50 | 1,058 | 44 | 194 | 54 | 207 | 52 | 157 | 45 | 226 | 42 | 1,067 | 50 | 1,491 | 44 | |
Good | 477 | 34 | 949 | 39 | 120 | 33 | 144 | 36 | 121 | 34 | 215 | 40 | 718 | 34 | 1,308 | 39 | |
Fair | 167 | 12 | 292 | 12 | 34 | 9 | 35 | 9 | 43 | 12 | 62 | 11 | 244 | 11 | 389 | 12 | |
Poor | 60 | 4 | 113 | 5 | 12 | 3 | 15 | 4 | 31 | 9 | 39 | 7 | 103 | 5 | 167 | 5 | |
TOTAL | 1,420 | 2,412 | 360 | 401 | 352 | 542 | 2,132 | 3,355 | |||||||||
Not Applicable | 112 | 286 | 56 | 63 | 25 | 54 | 193 | 403 | |||||||||
22b | Covering/On Call Nurse | ||||||||||||||||
Excellent | 340 | 36 | 543 | 35 | 107 | 38 | 121 | 38 | 76 | 33 | 129 | 37 | 523 | 36 | 793 | 36 | |
Good | 386 | 41 | 651 | 42 | 128 | 45 | 148 | 46 | 79 | 34 | 137 | 39 | 593 | 41 | 936 | 42 | |
Fair | 140 | 15 | 247 | 16 | 37 | 13 | 43 | 13 | 43 | 19 | 50 | 14 | 220 | 15 | 340 | 15 | |
Poor | 76 | 8 | 118 | 8 | 12 | 4 | 10 | 3 | 32 | 14 | 36 | 10 | 120 | 8 | 164 | 7 | |
TOTAL | 942 | 1,559 | 284 | 322 | 230 | 352 | 1,456 | 2,233 | |||||||||
Not Applicable | 483 | 1,017 | 110 | 135 | 129 | 218 | 722 | 1,370 | |||||||||
23 | Physical Therapist | ||||||||||||||||
Excellent | 267 | 38 | 401 | 36 | 113 | 45 | 128 | 43 | 47 | 30 | 64 | 30 | 427 | 39 | 593 | 37 | |
Good | 254 | 37 | 451 | 41 | 98 | 39 | 120 | 41 | 50 | 32 | 88 | 42 | 402 | 37 | 659 | 41 | |
Fair | 95 | 14 | 156 | 14 | 30 | 12 | 31 | 11 | 29 | 19 | 37 | 17 | 154 | 14 | 224 | 14 | |
Poor | 78 | 11 | 105 | 9 | 9 | 4 | 16 | 5 | 29 | 19 | 23 | 11 | 116 | 11 | 144 | 9 | |
TOTAL | 694 | 1,113 | 250 | 295 | 155 | 212 | 1,099 | 1,620 | |||||||||
Not Applicable | 731 | 1,413 | 159 | 157 | 214 | 355 | 1,104 | 1,925 | |||||||||
24 | Occupational Therapist | ||||||||||||||||
Excellent | 121 | 31 | 226 | 36 | 78 | 42 | 94 | 43 | 23 | 25 | 40 | 31 | 222 | 33 | 360 | 37 | |
Good | 152 | 39 | 231 | 37 | 66 | 36 | 94 | 43 | 25 | 27 | 57 | 45 | 243 | 36 | 382 | 39 | |
Fair | 50 | 13 | 95 | 15 | 28 | 15 | 18 | 8 | 16 | 18 | 17 | 13 | 94 | 14 | 130 | 13 | |
Poor | 68 | 17 | 79 | 13 | 12 | 7 | 15 | 7 | 27 | 30 | 13 | 10 | 107 | 16 | 107 | 11 | |
TOTAL | 391 | 631 | 184 | 221 | 91 | 127 | 666 | 979 | |||||||||
Not Applicable | 980 | 1,811 | 220 | 222 | 264 | 423 | 1,464 | 2,456 | |||||||||
25 | Speech Therapist | ||||||||||||||||
Excellent | 51 | 24 | 130 | 40 | 20 | 31 | 33 | 49 | 10 | 21 | 21 | 36 | 81 | 25 | 184 | 41 | |
Good | 72 | 33 | 97 | 30 | 20 | 31 | 20 | 29 | 9 | 19 | 22 | 37 | 101 | 31 | 139 | 31 | |
Fair | 35 | 16 | 53 | 16 | 11 | 17 | 8 | 12 | 5 | 10 | 7 | 12 | 51 | 16 | 68 | 15 | |
Poor | 57 | 27 | 44 | 14 | 14 | 22 | 7 | 10 | 24 | 50 | 9 | 15 | 95 | 29 | 60 | 13 | |
TOTAL | 215 | 324 | 65 | 68 | 48 | 59 | 328 | 451 | |||||||||
Not Applicable | 1,135 | 2,072 | 332 | 364 | 301 | 485 | 1,768 | 2,921 | |||||||||
26 | Social Worker | ||||||||||||||||
Excellent | 356 | 40 | 535 | 38 | 183 | 50 | 185 | 48 | 85 | 37 | 99 | 32 | 624 | 42 | 819 | 39 | |
Good | 310 | 35 | 543 | 39 | 114 | 31 | 135 | 35 | 82 | 36 | 127 | 41 | 506 | 34 | 805 | 38 | |
Fair | 146 | 16 | 203 | 14 | 46 | 13 | 54 | 14 | 32 | 14 | 48 | 16 | 224 | 15 | 305 | 15 | |
Poor | 81 | 9 | 125 | 9 | 21 | 6 | 11 | 3 | 30 | 13 | 35 | 11 | 132 | 9 | 171 | 8 | |
TOTAL | 893 | 1,406 | 364 | 385 | 229 | 309 | 1,486 | 2,100 | |||||||||
Not Applicable | 516 | 1,112 | 48 | 71 | 135 | 245 | 699 | 1,428 | |||||||||
27 | Medical Supplies and Equipment | ||||||||||||||||
Excellent | 592 | 50 | 873 | 42 | 183 | 52 | 195 | 49 | 146 | 48 | 209 | 44 | 921 | 50 | 1,277 | 43 | |
Good | 418 | 35 | 810 | 39 | 143 | 40 | 154 | 39 | 103 | 34 | 170 | 36 | 664 | 36 | 1,134 | 39 | |
Fair | 122 | 10 | 257 | 12 | 20 | 6 | 33 | 8 | 38 | 13 | 67 | 14 | 180 | 10 | 357 | 12 | |
Poor | 53 | 4 | 126 | 6 | 9 | 3 | 18 | 5 | 17 | 6 | 25 | 5 | 79 | 4 | 169 | 6 | |
TOTAL | 1,185 | 2,066 | 355 | 400 | 304 | 471 | 1,844 | 2,937 | |||||||||
Not Applicable | 273 | 550 | 56 | 57 | 67 | 109 | 396 | 716 | |||||||||
28 | Audiology / Hearing Aids | ||||||||||||||||
Excellent | 115 | 33 | 185 | 32 | 46 | 37 | 60 | 39 | 21 | 26 | 46 | 33 | 182 | 33 | 291 | 34 | |
Good | 110 | 31 | 197 | 34 | 49 | 39 | 48 | 31 | 21 | 26 | 53 | 38 | 180 | 32 | 298 | 34 | |
Fair | 63 | 18 | 106 | 18 | 16 | 13 | 24 | 16 | 12 | 15 | 24 | 17 | 91 | 16 | 154 | 18 | |
Poor | 62 | 18 | 85 | 15 | 15 | 12 | 22 | 14 | 28 | 34 | 16 | 12 | 105 | 19 | 123 | 14 | |
TOTAL | 350 | 573 | 126 | 154 | 82 | 139 | 558 | 866 | |||||||||
Not Applicable | 1,030 | 1,886 | 275 | 287 | 274 | 414 | 1,579 | 2,587 | |||||||||
29 | Home Delivered Meals / Meals on Wheels | ||||||||||||||||
Excellent | 110 | 40 | 197 | 47 | 35 | 48 | 35 | 44 | 19 | 32 | 38 | 55 | 164 | 40 | 270 | 48 | |
Good | 66 | 24 | 120 | 29 | 21 | 29 | 27 | 34 | 17 | 29 | 17 | 25 | 104 | 26 | 164 | 29 | |
Fair | 27 | 10 | 60 | 14 | 11 | 15 | 13 | 16 | 7 | 12 | 3 | 4 | 45 | 11 | 76 | 13 | |
Poor | 71 | 26 | 38 | 9 | 6 | 8 | 4 | 5 | 16 | 27 | 11 | 16 | 93 | 23 | 53 | 9 | |
TOTAL | 274 | 415 | 73 | 79 | 59 | 69 | 406 | 563 | |||||||||
Not Applicable | 1,093 | 2,033 | 328 | 353 | 295 | 481 | 1,716 | 2,867 | |||||||||
30 | Meals served at Day Health Center | ||||||||||||||||
Excellent | 112 | 36 | 234 | 39 | 116 | 39 | 114 | 33 | 15 | 25 | 40 | 52 | 243 | 36 | 388 | 38 | |
Good | 90 | 29 | 221 | 37 | 123 | 41 | 163 | 47 | 17 | 28 | 19 | 25 | 230 | 34 | 403 | 40 | |
Fair | 51 | 16 | 87 | 15 | 46 | 15 | 53 | 15 | 8 | 13 | 12 | 16 | 105 | 16 | 152 | 15 | |
Poor | 60 | 19 | 51 | 9 | 14 | 5 | 14 | 4 | 21 | 34 | 6 | 8 | 95 | 14 | 71 | 7 | |
TOTAL | 313 | 593 | 299 | 344 | 61 | 77 | 673 | 1,014 | |||||||||
Not Applicable | 1,069 | 1,875 | 110 | 114 | 293 | 469 | 1,472 | 2,458 | |||||||||
31 | Day Health Center Activities | ||||||||||||||||
Excellent | 132 | 37 | 282 | 43 | 123 | 40 | 115 | 33 | 22 | 33 | 45 | 48 | 277 | 38 | 442 | 40 | |
Good | 125 | 35 | 250 | 38 | 132 | 43 | 154 | 44 | 15 | 22 | 28 | 30 | 272 | 37 | 432 | 39 | |
Fair | 41 | 11 | 96 | 15 | 36 | 12 | 61 | 17 | 10 | 15 | 14 | 15 | 87 | 12 | 171 | 16 | |
Poor | 60 | 17 | 31 | 5 | 19 | 6 | 20 | 6 | 20 | 30 | 6 | 6 | 99 | 13 | 57 | 5 | |
TOTAL | 358 | 659 | 310 | 350 | 67 | 93 | 735 | 1,102 | |||||||||
Not Applicable | 1,028 | 1,798 | 99 | 110 | 288 | 456 | 1,415 | 2,364 | |||||||||
32 | Transportation Services | ||||||||||||||||
Excellent | 534 | 43 | 765 | 38 | 186 | 48 | 187 | 44 | 93 | 32 | 158 | 37 | 813 | 42 | 1,110 | 39 | |
Good | 424 | 34 | 764 | 38 | 147 | 38 | 178 | 42 | 105 | 37 | 151 | 35 | 676 | 35 | 1,093 | 38 | |
Fair | 167 | 13 | 312 | 16 | 40 | 10 | 41 | 10 | 49 | 17 | 72 | 17 | 256 | 13 | 425 | 15 | |
Poor | 117 | 9 | 159 | 8 | 14 | 4 | 15 | 4 | 40 | 14 | 51 | 12 | 171 | 9 | 225 | 8 | |
TOTAL | 1,242 | 2,000 | 387 | 421 | 287 | 432 | 1,916 | 2,853 | |||||||||
Not Applicable | 246 | 649 | 31 | 41 | 88 | 148 | 365 | 838 | |||||||||
33 | Nursing Home | ||||||||||||||||
Excellent | 62 | 34 | 119 | 41 | 31 | 46 | 23 | 44 | 7 | 18 | 22 | 61 | 100 | 35 | 164 | 44 | |
Good | 53 | 29 | 101 | 35 | 21 | 31 | 15 | 29 | 9 | 23 | 9 | 25 | 83 | 29 | 125 | 33 | |
Fair | 23 | 13 | 45 | 16 | 7 | 10 | 10 | 19 | 4 | 10 | 3 | 8 | 34 | 12 | 58 | 15 | |
Poor | 43 | 24 | 24 | 8 | 9 | 13 | 4 | 8 | 20 | 50 | 2 | 6 | 72 | 25 | 30 | 8 | |
TOTAL | 181 | 289 | 68 | 52 | 40 | 36 | 289 | 377 | |||||||||
Not Applicable | 1,167 | 2,095 | 324 | 373 | 306 | 502 | 1,797 | 2,970 | |||||||||
34 | Pharmacy Services | ||||||||||||||||
Excellent | 753 | 57 | 1,160 | 51 | 201 | 52 | 194 | 46 | 180 | 55 | 267 | 49 | 1,134 | 56 | 1,621 | 50 | |
Good | 434 | 33 | 924 | 41 | 152 | 39 | 196 | 46 | 110 | 33 | 204 | 37 | 696 | 34 | 1,324 | 41 | |
Fair | 90 | 7 | 153 | 7 | 24 | 6 | 28 | 7 | 33 | 10 | 57 | 10 | 147 | 7 | 238 | 7 | |
Poor | 41 | 3 | 44 | 2 | 10 | 3 | 5 | 1 | 7 | 2 | 20 | 4 | 58 | 3 | 69 | 2 | |
TOTAL | 1,318 | 2,281 | 387 | 423 | 330 | 548 | 2,035 | 3,252 | |||||||||
Not Applicable | 181 | 388 | 30 | 32 | 48 | 48 | 259 | 468 | |||||||||
35 | Nutritionist | ||||||||||||||||
Excellent | 170 | 36 | 211 | 33 | 110 | 39 | 108 | 34 | 28 | 27 | 50 | 34 | 308 | 36 | 369 | 33 | |
Good | 173 | 37 | 254 | 40 | 130 | 46 | 157 | 50 | 40 | 38 | 60 | 41 | 343 | 40 | 471 | 43 | |
Fair | 63 | 13 | 108 | 17 | 32 | 11 | 39 | 12 | 14 | 13 | 17 | 12 | 109 | 13 | 164 | 15 | |
Poor | 62 | 13 | 69 | 11 | 10 | 4 | 10 | 3 | 23 | 22 | 19 | 13 | 95 | 11 | 98 | 9 | |
TOTAL | 468 | 642 | 282 | 314 | 105 | 146 | 855 | 1,102 | |||||||||
Not Applicable | 925 | 1,820 | 123 | 137 | 253 | 407 | 1,301 | 2,364 |
Note: Percentages have been rounded and may not total to 100%.
Table A3: Timeliness of Care
All respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 2B: Timeliness | |||||||||||||||||
36 | Home Health Aide | ||||||||||||||||
Always | 757 | 60 | 1,781 | 72 | 140 | 44 | 229 | 61 | 204 | 64 | 403 | 75 | 1,101 | 58 | 2,413 | 71 | |
Usually | 233 | 19 | 501 | 20 | 106 | 33 | 108 | 29 | 45 | 14 | 109 | 20 | 384 | 20 | 718 | 21 | |
Sometimes | 147 | 12 | 147 | 6 | 55 | 17 | 31 | 8 | 33 | 10 | 20 | 4 | 235 | 12 | 198 | 6 | |
Never | 121 | 10 | 42 | 2 | 18 | 6 | 6 | 2 | 38 | 12 | 8 | 1 | 177 | 9 | 56 | 2 | |
TOTAL | 1,258 | 2,471 | 319 | 374 | 320 | 540 | 1,897 | 3,385 | |||||||||
Not Applicable | 209 | 185 | 87 | 73 | 47 | 41 | 343 | 299 | |||||||||
37 | Care Manager / Case Manager | ||||||||||||||||
Always | 545 | 44 | 1,149 | 51 | 136 | 40 | 200 | 53 | 146 | 47 | 241 | 49 | 827 | 44 | 1,590 | 51 | |
Usually | 314 | 26 | 728 | 32 | 96 | 28 | 127 | 33 | 62 | 20 | 160 | 32 | 472 | 25 | 1,015 | 32 | |
Sometimes | 221 | 18 | 289 | 13 | 78 | 23 | 38 | 10 | 57 | 18 | 66 | 13 | 356 | 19 | 393 | 13 | |
Never | 145 | 12 | 104 | 5 | 31 | 9 | 15 | 4 | 45 | 15 | 27 | 5 | 221 | 12 | 146 | 5 | |
TOTAL | 1,225 | 2,270 | 341 | 380 | 310 | 494 | 1,876 | 3,144 | |||||||||
Not Applicable | 214 | 324 | 64 | 63 | 56 | 72 | 334 | 459 | |||||||||
38a | Regular Visiting Nurse | ||||||||||||||||
Always | 635 | 47 | 1,168 | 51 | 157 | 46 | 227 | 62 | 151 | 45 | 236 | 46 | 943 | 47 | 1,631 | 51 | |
Usually | 309 | 23 | 699 | 30 | 85 | 25 | 89 | 24 | 65 | 19 | 163 | 32 | 459 | 23 | 951 | 30 | |
Sometimes | 271 | 20 | 336 | 15 | 64 | 19 | 41 | 11 | 80 | 24 | 93 | 18 | 415 | 20 | 470 | 15 | |
Never | 136 | 10 | 94 | 4 | 34 | 10 | 11 | 3 | 40 | 12 | 20 | 4 | 210 | 10 | 125 | 4 | |
TOTAL | 1,351 | 2,297 | 340 | 368 | 336 | 512 | 2,027 | 3,177 | |||||||||
Not Applicable | 141 | 360 | 74 | 80 | 38 | 69 | 253 | 509 | |||||||||
38b | Covering/On Call Nurse | ||||||||||||||||
Always | 357 | 40 | 643 | 44 | 112 | 38 | 145 | 48 | 83 | 36 | 136 | 41 | 552 | 39 | 924 | 44 | |
Usually | 222 | 25 | 431 | 30 | 93 | 31 | 99 | 33 | 44 | 19 | 106 | 32 | 359 | 25 | 636 | 30 | |
Sometimes | 194 | 22 | 250 | 17 | 58 | 19 | 42 | 14 | 50 | 21 | 52 | 16 | 302 | 21 | 344 | 16 | |
Never | 126 | 14 | 135 | 9 | 35 | 12 | 15 | 5 | 56 | 24 | 38 | 11 | 217 | 15 | 188 | 9 | |
TOTAL | 899 | 1,459 | 298 | 301 | 233 | 332 | 1,430 | 2,092 | |||||||||
Not Applicable | 528 | 1,080 | 117 | 148 | 130 | 227 | 775 | 1,455 | |||||||||
39 | Physical Therapist | ||||||||||||||||
Always | 194 | 34 | 368 | 43 | 89 | 43 | 120 | 49 | 33 | 29 | 64 | 38 | 316 | 36 | 552 | 43 | |
Usually | 115 | 20 | 268 | 31 | 49 | 24 | 77 | 31 | 21 | 18 | 43 | 25 | 185 | 21 | 388 | 31 | |
Sometimes | 135 | 24 | 114 | 13 | 36 | 18 | 31 | 13 | 24 | 21 | 27 | 16 | 195 | 22 | 172 | 14 | |
Never | 119 | 21 | 106 | 12 | 31 | 15 | 17 | 7 | 37 | 32 | 35 | 21 | 187 | 21 | 158 | 12 | |
TOTAL | 563 | 856 | 205 | 245 | 115 | 169 | 883 | 1,270 | |||||||||
Not Applicable | 828 | 1,629 | 202 | 198 | 238 | 376 | 1,268 | 2,203 | |||||||||
40 | Occupational Therapist | ||||||||||||||||
Always | 93 | 28 | 205 | 41 | 70 | 50 | 92 | 52 | 18 | 23 | 40 | 39 | 181 | 33 | 337 | 43 | |
Usually | 74 | 22 | 128 | 26 | 30 | 21 | 55 | 31 | 13 | 16 | 21 | 21 | 117 | 21 | 204 | 26 | |
Sometimes | 63 | 19 | 72 | 14 | 20 | 14 | 19 | 11 | 9 | 11 | 9 | 9 | 92 | 17 | 100 | 13 | |
Never | 100 | 30 | 92 | 19 | 21 | 15 | 12 | 7 | 39 | 49 | 32 | 31 | 160 | 29 | 136 | 18 | |
TOTAL | 330 | 497 | 141 | 178 | 79 | 102 | 550 | 777 | |||||||||
Not Applicable | 1,042 | 1,934 | 263 | 262 | 266 | 423 | 1,571 | 2,619 | |||||||||
41 | Speech Therapist | ||||||||||||||||
Always | 59 | 26 | 113 | 40 | 23 | 40 | 30 | 50 | 15 | 26 | 18 | 30 | 97 | 28 | 161 | 40 | |
Usually | 54 | 24 | 61 | 21 | 11 | 19 | 13 | 22 | 5 | 9 | 8 | 13 | 70 | 21 | 82 | 20 | |
Sometimes | 26 | 11 | 37 | 13 | 8 | 14 | 5 | 8 | 6 | 11 | 5 | 8 | 40 | 12 | 47 | 12 | |
Never | 88 | 39 | 74 | 26 | 15 | 26 | 12 | 20 | 31 | 54 | 30 | 49 | 134 | 39 | 116 | 29 | |
TOTAL | 227 | 285 | 57 | 60 | 57 | 61 | 341 | 406 | |||||||||
Not Applicable | 1,127 | 2,134 | 344 | 373 | 291 | 459 | 1,762 | 2,966 | |||||||||
42 | Social Worker | ||||||||||||||||
Always | 281 | 35 | 507 | 43 | 161 | 50 | 192 | 56 | 51 | 28 | 109 | 41 | 493 | 38 | 808 | 45 | |
Usually | 156 | 20 | 352 | 30 | 59 | 18 | 86 | 25 | 31 | 17 | 75 | 28 | 246 | 19 | 513 | 28 | |
Sometimes | 204 | 26 | 211 | 18 | 64 | 20 | 45 | 13 | 54 | 30 | 47 | 18 | 322 | 25 | 303 | 17 | |
Never | 154 | 19 | 121 | 10 | 40 | 12 | 22 | 6 | 47 | 26 | 35 | 13 | 241 | 19 | 178 | 10 | |
TOTAL | 795 | 1,191 | 324 | 345 | 183 | 266 | 1,302 | 1,802 | |||||||||
Not Applicable | 608 | 1,256 | 82 | 97 | 161 | 265 | 851 | 1,618 | |||||||||
43 | Home Delivered Meals / Meals on Wheels | ||||||||||||||||
Always | 129 | 42 | 206 | 48 | 44 | 56 | 53 | 62 | 27 | 39 | 31 | 38 | 200 | 44 | 290 | 49 | |
Usually | 57 | 19 | 99 | 23 | 10 | 13 | 18 | 21 | 8 | 11 | 17 | 21 | 75 | 17 | 134 | 22 | |
Sometimes | 28 | 9 | 45 | 10 | 8 | 10 | 3 | 3 | 6 | 9 | 5 | 6 | 42 | 9 | 53 | 9 | |
Never | 92 | 30 | 80 | 19 | 16 | 21 | 12 | 14 | 29 | 41 | 28 | 35 | 137 | 30 | 120 | 20 | |
TOTAL | 306 | 430 | 78 | 86 | 70 | 81 | 454 | 597 | |||||||||
Not Applicable | 1,065 | 1,985 | 327 | 345 | 281 | 442 | 1,673 | 2,772 | |||||||||
44a | Transportation TO Day Center | ||||||||||||||||
Always | 189 | 43 | 387 | 57 | 148 | 49 | 200 | 61 | 42 | 41 | 57 | 56 | 379 | 45 | 644 | 58 | |
Usually | 82 | 19 | 176 | 26 | 62 | 20 | 96 | 29 | 12 | 12 | 21 | 21 | 156 | 18 | 293 | 26 | |
Sometimes | 68 | 15 | 59 | 9 | 55 | 18 | 24 | 7 | 15 | 15 | 10 | 10 | 138 | 16 | 93 | 8 | |
Never | 100 | 23 | 59 | 9 | 39 | 13 | 8 | 2 | 33 | 32 | 13 | 13 | 172 | 20 | 80 | 7 | |
TOTAL | 439 | 681 | 304 | 328 | 102 | 101 | 845 | 1,110 | |||||||||
Not Applicable | 932 | 1,450 | 105 | 120 | 250 | 354 | 1,287 | 1,924 | |||||||||
44b | Transportation FROM Day Center | ||||||||||||||||
Always | 156 | 44 | 341 | 55 | 144 | 48 | 183 | 59 | 32 | 40 | 44 | 52 | 332 | 45 | 568 | 56 | |
Usually | 74 | 21 | 161 | 26 | 71 | 23 | 95 | 31 | 6 | 7 | 16 | 19 | 151 | 20 | 272 | 27 | |
Sometimes | 43 | 12 | 62 | 10 | 48 | 16 | 19 | 6 | 11 | 14 | 9 | 11 | 102 | 14 | 90 | 9 | |
Never | 85 | 24 | 52 | 8 | 40 | 13 | 13 | 4 | 32 | 40 | 15 | 18 | 157 | 21 | 80 | 8 | |
TOTAL | 358 | 616 | 303 | 310 | 81 | 84 | 742 | 1,010 | |||||||||
Not Applicable | 972 | 1,446 | 107 | 122 | 258 | 357 | 1,337 | 1,925 | |||||||||
44c | Transportation TO the doctor | ||||||||||||||||
Always | 536 | 47 | 953 | 54 | 180 | 49 | 225 | 61 | 114 | 46 | 198 | 52 | 830 | 47 | 1,376 | 55 | |
Usually | 246 | 21 | 467 | 26 | 83 | 22 | 109 | 29 | 51 | 20 | 88 | 23 | 380 | 22 | 664 | 26 | |
Sometimes | 230 | 20 | 237 | 13 | 73 | 20 | 32 | 9 | 41 | 16 | 64 | 17 | 344 | 19 | 333 | 13 | |
Never | 135 | 12 | 106 | 6 | 34 | 9 | 4 | 1 | 43 | 17 | 32 | 8 | 212 | 12 | 142 | 6 | |
TOTAL | 1,147 | 1,763 | 370 | 370 | 249 | 382 | 1,766 | 2,515 | |||||||||
Not Applicable | 306 | 721 | 47 | 66 | 102 | 155 | 455 | 942 | |||||||||
44d | Transportation FROM the doctor | ||||||||||||||||
Always | 518 | 46 | 908 | 52 | 170 | 46 | 208 | 56 | 112 | 44 | 191 | 50 | 800 | 46 | 1,307 | 52 | |
Usually | 239 | 21 | 454 | 26 | 80 | 22 | 103 | 28 | 47 | 19 | 87 | 23 | 366 | 21 | 644 | 26 | |
Sometimes | 235 | 21 | 261 | 15 | 81 | 22 | 48 | 13 | 46 | 18 | 72 | 19 | 362 | 21 | 381 | 15 | |
Never | 132 | 12 | 130 | 7 | 35 | 10 | 11 | 3 | 47 | 19 | 32 | 8 | 214 | 12 | 173 | 7 | |
TOTAL | 1,124 | 1,753 | 366 | 370 | 252 | 382 | 1,742 | 2,505 | |||||||||
Not Applicable | 290 | 725 | 47 | 66 | 99 | 153 | 436 | 944 | |||||||||
45 | Medical Supplies and Equipment | ||||||||||||||||
Always | 486 | 46 | 982 | 53 | 157 | 46 | 219 | 57 | 128 | 53 | 247 | 58 | 771 | 47 | 1,448 | 54 | |
Usually | 243 | 23 | 551 | 30 | 85 | 25 | 117 | 30 | 45 | 19 | 114 | 27 | 373 | 23 | 782 | 29 | |
Sometimes | 200 | 19 | 220 | 12 | 63 | 18 | 37 | 10 | 36 | 15 | 51 | 12 | 299 | 18 | 308 | 12 | |
Never | 130 | 12 | 108 | 6 | 40 | 12 | 14 | 4 | 34 | 14 | 14 | 3 | 204 | 12 | 136 | 5 | |
TOTAL | 1,059 | 1,861 | 345 | 387 | 243 | 426 | 1,647 | 2,674 | |||||||||
Not Applicable | 336 | 613 | 63 | 60 | 101 | 122 | 500 | 795 | |||||||||
46 | Pharmacy Services | ||||||||||||||||
Always | 713 | 57 | 1,429 | 65 | 201 | 53 | 255 | 61 | 192 | 65 | 332 | 65 | 1,106 | 57 | 2,016 | 64 | |
Usually | 257 | 21 | 617 | 28 | 83 | 22 | 136 | 32 | 39 | 13 | 128 | 25 | 379 | 20 | 881 | 28 | |
Sometimes | 126 | 10 | 110 | 5 | 52 | 14 | 19 | 5 | 28 | 9 | 35 | 7 | 206 | 11 | 164 | 5 | |
Never | 154 | 12 | 46 | 2 | 44 | 12 | 9 | 2 | 37 | 13 | 14 | 3 | 235 | 12 | 69 | 2 | |
TOTAL | 1,250 | 2,202 | 380 | 419 | 296 | 509 | 1,926 | 3,130 | |||||||||
Not Applicable | 213 | 416 | 32 | 35 | 66 | 58 | 311 | 509 | |||||||||
47 | Audiology/Hearing Aids | ||||||||||||||||
Always | 117 | 35 | 191 | 39 | 44 | 36 | 66 | 50 | 27 | 39 | 43 | 39 | 188 | 36 | 300 | 41 | |
Usually | 76 | 23 | 150 | 30 | 35 | 29 | 37 | 28 | 8 | 11 | 29 | 26 | 119 | 23 | 216 | 29 | |
Sometimes | 64 | 19 | 66 | 13 | 24 | 20 | 10 | 8 | 10 | 14 | 14 | 13 | 98 | 19 | 90 | 12 | |
Never | 76 | 23 | 88 | 18 | 19 | 16 | 18 | 14 | 25 | 36 | 25 | 23 | 120 | 23 | 131 | 18 | |
TOTAL | 333 | 495 | 122 | 131 | 70 | 111 | 525 | 737 | |||||||||
Not Applicable | 1,040 | 1,951 | 279 | 307 | 275 | 413 | 1,594 | 2,671 |
Note: Percentages have been rounded and may not total to 100%.
Table A4: Access to Care (Urgent Appointments)
All respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 2C: Access to Care - Urgent Appointment | |||||||||||||||||
48 | Regular Doctor | ||||||||||||||||
Same day | 522 | 46 | 1,033 | 50 | 157 | 48 | 185 | 50 | 118 | 38 | 224 | 49 | 797 | 45 | 1,442 | 50 | |
1 to 3 days | 389 | 35 | 695 | 34 | 129 | 40 | 140 | 38 | 111 | 36 | 140 | 30 | 629 | 36 | 975 | 34 | |
4 days or longer | 213 | 19 | 329 | 16 | 38 | 12 | 43 | 12 | 78 | 25 | 96 | 21 | 329 | 19 | 468 | 16 | |
TOTAL | 1,124 | 2,057 | 324 | 368 | 307 | 460 | 1,755 | 2,885 | |||||||||
Not Applicable | 374 | 575 | 92 | 84 | 66 | 114 | 532 | 773 | |||||||||
49 | Dentist | ||||||||||||||||
Same day | 173 | 28 | 324 | 31 | 25 | 14 | 45 | 20 | 39 | 29 | 78 | 32 | 237 | 26 | 447 | 29 | |
1 to 3 days | 214 | 35 | 439 | 41 | 77 | 45 | 81 | 37 | 41 | 30 | 83 | 34 | 332 | 36 | 603 | 40 | |
4 days or longer | 225 | 37 | 299 | 28 | 71 | 41 | 95 | 43 | 55 | 41 | 82 | 34 | 351 | 38 | 476 | 31 | |
TOTAL | 612 | 1,062 | 173 | 221 | 135 | 243 | 920 | 1,526 | |||||||||
Not Applicable | 796 | 1,449 | 230 | 228 | 213 | 310 | 1,239 | 1,987 | |||||||||
50 | Eye Care | ||||||||||||||||
Same day | 196 | 25 | 502 | 34 | 26 | 13 | 76 | 27 | 44 | 21 | 129 | 33 | 266 | 22 | 707 | 33 | |
1 to 3 days | 260 | 33 | 546 | 36 | 70 | 35 | 92 | 33 | 62 | 30 | 143 | 37 | 392 | 33 | 781 | 36 | |
4 days or longer | 332 | 42 | 449 | 30 | 104 | 52 | 110 | 40 | 101 | 49 | 118 | 30 | 537 | 45 | 677 | 31 | |
TOTAL | 788 | 1,497 | 200 | 278 | 207 | 390 | 1,195 | 2,165 | |||||||||
Not Applicable | 664 | 1,057 | 207 | 173 | 159 | 183 | 1,030 | 1,413 | |||||||||
51 | Foot Doctor | ||||||||||||||||
Same day | 185 | 27 | 476 | 35 | 37 | 23 | 71 | 30 | 45 | 24 | 99 | 32 | 267 | 26 | 646 | 34 | |
1 to 3 days | 242 | 35 | 525 | 38 | 44 | 27 | 82 | 35 | 58 | 32 | 110 | 36 | 344 | 33 | 717 | 38 | |
4 days or longer | 265 | 38 | 367 | 27 | 82 | 50 | 82 | 35 | 81 | 44 | 100 | 32 | 428 | 41 | 549 | 29 | |
TOTAL | 692 | 1,368 | 163 | 235 | 184 | 309 | 1,039 | 1,912 | |||||||||
Not Applicable | 732 | 1,192 | 245 | 217 | 179 | 247 | 1,156 | 1,656 | |||||||||
52 | Audiology/Hearing Aids | ||||||||||||||||
Same day | 78 | 33 | 128 | 34 | 15 | 19 | 32 | 30 | 18 | 35 | 31 | 28 | 111 | 30 | 191 | 32 | |
1 to 3 days | 69 | 29 | 118 | 31 | 24 | 31 | 31 | 30 | 12 | 23 | 41 | 37 | 105 | 29 | 190 | 32 | |
4 days or longer | 90 | 38 | 132 | 35 | 38 | 49 | 42 | 40 | 22 | 42 | 38 | 35 | 150 | 41 | 212 | 36 | |
TOTAL | 237 | 378 | 77 | 105 | 52 | 110 | 366 | 593 | |||||||||
Not Applicable | 1,150 | 2,048 | 324 | 337 | 299 | 428 | 1,773 | 2,813 |
Note: Percentages have been rounded and may not total to 100%.
Table A5: Access to Care (Regular Appointments)
All respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 2D: Access to Care - Regular Appointment | |||||||||||||||||
53 | Regular Doctor | ||||||||||||||||
Always | 1,518 | 63 | 203 | 53 | 339 | 64 | 2,060 | 62 | |||||||||
Usually | 618 | 26 | 126 | 33 | 119 | 22 | 863 | 26 | |||||||||
Sometimes | 209 | 9 | 41 | 11 | 56 | 11 | 306 | 9 | |||||||||
Never | 67 | 3 | 13 | 3 | 19 | 4 | 99 | 3 | |||||||||
TOTAL | 1,403 | 2,412 | 343 | 383 | 358 | 533 | 2,104 | 3,328 | |||||||||
Not Applicable | 131 | 245 | 74 | 75 | 21 | 48 | 226 | 368 | |||||||||
54^ | Dentist | ||||||||||||||||
Always | 558 | 42 | 93 | 37 | 113 | 38 | 764 | 41 | |||||||||
Usually | 438 | 33 | 85 | 34 | 85 | 29 | 608 | 32 | |||||||||
Sometimes | 221 | 17 | 51 | 20 | 65 | 22 | 337 | 18 | |||||||||
Never | 106 | 8 | 24 | 9 | 34 | 11 | 164 | 9 | |||||||||
TOTAL | 832 | 1,323 | 229 | 253 | 173 | 297 | 1,234 | 1,873 | |||||||||
Not Applicable | 611 | 1,195 | 186 | 194 | 183 | 272 | 980 | 1,661 | |||||||||
55^ | Eye Care | ||||||||||||||||
Always | 826 | 47 | 116 | 39 | 203 | 48 | 1,145 | 46 | |||||||||
Usually | 580 | 33 | 107 | 36 | 129 | 31 | 816 | 33 | |||||||||
Sometimes | 266 | 15 | 62 | 21 | 69 | 16 | 397 | 16 | |||||||||
Never | 95 | 5 | 15 | 5 | 18 | 4 | 128 | 5 | |||||||||
TOTAL | 1,093 | 1,767 | 282 | 300 | 272 | 419 | 1,647 | 2,486 | |||||||||
Not Applicable | 379 | 806 | 133 | 151 | 101 | 155 | 613 | 1,112 | |||||||||
56^ | Foot Doctor | ||||||||||||||||
Always | 814 | 51 | 102 | 40 | 171 | 48 | 1,087 | 49 | |||||||||
Usually | 505 | 31 | 85 | 33 | 100 | 28 | 690 | 31 | |||||||||
Sometimes | 198 | 12 | 48 | 19 | 59 | 17 | 305 | 14 | |||||||||
Never | 91 | 6 | 20 | 8 | 27 | 8 | 138 | 6 | |||||||||
TOTAL | 932 | 1,608 | 223 | 255 | 235 | 357 | 1,390 | 2,220 | |||||||||
Not Applicable | 524 | 979 | 192 | 194 | 134 | 209 | 850 | 1,382 | |||||||||
57^ | Audiology/Hearing Aids | ||||||||||||||||
Always | 201 | 41 | 42 | 35 | 44 | 38 | 287 | 40 | |||||||||
Usually | 135 | 28 | 38 | 31 | 33 | 28 | 206 | 28 | |||||||||
Sometimes | 74 | 15 | 22 | 18 | 14 | 12 | 110 | 15 | |||||||||
Never | 76 | 16 | 19 | 16 | 25 | 22 | 120 | 17 | |||||||||
TOTAL | 289 | 486 | 113 | 121 | 59 | 116 | 461 | 723 | |||||||||
Not Applicable | 1,098 | 1,979 | 288 | 317 | 292 | 425 | 1,678 | 2,721 |
Note: Percentages have been rounded and may not total to 100%.
^ Questions and/or responses have changed since 2013.
Table A6: About You
All respondents | Partial Cap 2013 | Partial CAP 2015 | PACE 2013 | PACE 2015 | MAP 2013 | MAP 2015 | Statewide 2013 | Statewide 2015 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 3: About You | |||||||||||||||||
58 | Content with Quality of Life | ||||||||||||||||
Quite a bit | 502 | 32 | 934 | 30 | 146 | 34 | 166 | 30 | 95 | 24 | 135 | 20 | 743 | 31 | 1,235 | 28 | |
Somewhat | 410 | 26 | 755 | 24 | 101 | 23 | 134 | 24 | 110 | 28 | 163 | 24 | 621 | 26 | 1,052 | 24 | |
A little bit | 142 | 9 | 325 | 10 | 43 | 10 | 28 | 5 | 40 | 10 | 68 | 10 | 225 | 9 | 421 | 10 | |
Not At all | 84 | 5 | 141 | 4 | 18 | 4 | 21 | 4 | 28 | 7 | 33 | 5 | 130 | 5 | 195 | 4 | |
TOTAL | 1,585 | 3,147 | 433 | 556 | 400 | 675 | 2,418 | 4,378 | |||||||||
59 | Rate your current state of health | ||||||||||||||||
Excellent | 122 | 4 | 24 | 4 | 39 | 6 | 185 | 4 | |||||||||
Very good | 84 | 6 | 287 | 9 | 37 | 9 | 116 | 21 | 23 | 6 | 92 | 13 | 144 | 6 | 495 | 11 | |
Good | 384 | 25 | 776 | 24 | 157 | 37 | 178 | 32 | 97 | 26 | 149 | 22 | 638 | 27 | 1,103 | 25 | |
Fair | 725 | 48 | 1,515 | 48 | 166 | 39 | 176 | 32 | 174 | 46 | 317 | 46 | 1,065 | 46 | 2,008 | 46 | |
Poor | 325 | 21 | 474 | 15 | 66 | 15 | 61 | 11 | 85 | 22 | 87 | 13 | 476 | 20 | 622 | 14 | |
TOTAL | 1,518 | 3,174 | 426 | 555 | 379 | 684 | 2,323 | 4,413 | |||||||||
60++ | Rating of overall mental/emotional health | ||||||||||||||||
Excellent | 283 | 9 | 59 | 11 | 73 | 11 | 415 | 9 | |||||||||
Very Good | 421 | 13 | 109 | 20 | 108 | 16 | 638 | 14 | |||||||||
Good | 930 | 29 | 187 | 34 | 207 | 30 | 1,324 | 30 | |||||||||
Fair | 1,217 | 38 | 159 | 29 | 230 | 34 | 1,606 | 36 | |||||||||
Poor | 323 | 10 | 40 | 7 | 68 | 10 | 431 | 10 | |||||||||
TOTAL | 3,174 | 554 | 686 | 4,414 | |||||||||||||
61 | What is your gender? | ||||||||||||||||
Male | 423 | 26 | 848 | 27 | 108 | 25 | 144 | 26 | 78 | 19 | 130 | 19 | 609 | 25 | 1,122 | 26 | |
Female | 1,181 | 74 | 2,310 | 73 | 328 | 75 | 410 | 74 | 326 | 81 | 558 | 81 | 1,835 | 75 | 3,278 | 75 | |
TOTAL | 1,604 | 3,158 | 436 | 554 | 404 | 688 | 2,444 | 4,400 | |||||||||
62 | What is your age? | ||||||||||||||||
18-44 | 44 | 3 | 50 | 2 | 0 | 0 | 1 | 0 | 9 | 2 | 8 | 1 | 53 | 2 | 59 | 1 | |
45-64 | 292 | 18 | 432 | 14 | 21 | 5 | 45 | 8 | 70 | 17 | 85 | 12 | 383 | 16 | 562 | 13 | |
65-74 | 333 | 21 | 692 | 22 | 86 | 20 | 131 | 24 | 80 | 20 | 144 | 21 | 499 | 20 | 967 | 22 | |
75-84 | 511 | 31 | 1,045 | 33 | 154 | 35 | 171 | 31 | 140 | 34 | 233 | 34 | 805 | 33 | 1,449 | 33 | |
over 85 | 443 | 27 | 969 | 30 | 177 | 40 | 207 | 37 | 110 | 27 | 218 | 32 | 730 | 30 | 1,394 | 31 | |
TOTAL | 1,623 | 3,188 | 438 | 555 | 409 | 688 | 2,470 | 4,431 | |||||||||
63a | Are you Hispanic/Latino origin? | ||||||||||||||||
Yes | 498 | 32 | 772 | 25 | 65 | 15 | 91 | 17 | 132 | 35 | 293 | 44 | 695 | 29 | 1,156 | 27 | |
No | 1,058 | 68 | 2,321 | 75 | 358 | 85 | 456 | 83 | 250 | 65 | 379 | 56 | 1,666 | 71 | 3,156 | 73 | |
TOTAL | 1,556 | 3,093 | 423 | 547 | 382 | 672 | 2,361 | 4,312 | |||||||||
63b+ | What is your race? | ||||||||||||||||
American Indian or Alaskan Native | 25 | 2 | 56 | 2 | 6 | 1 | 11 | 2 | 8 | 2 | 16 | 3 | 39 | 2 | 83 | 2 | |
Asian | 283 | 21 | 525 | 19 | 65 | 16 | 53 | 10 | 20 | 6 | 43 | 9 | 368 | 17 | 621 | 17 | |
Black or African American | 303 | 22 | 639 | 24 | 69 | 17 | 95 | 19 | 157 | 46 | 250 | 50 | 529 | 25 | 984 | 26 | |
Native Hawaiian or Pacific Islander | 5 | 0 | 10 | 0 | 0 | 0 | 1 | 0 | 2 | 1 | 2 | 0 | 7 | 0 | 13 | 0 | |
White | 661 | 49 | 1,482 | 55 | 264 | 64 | 353 | 69 | 127 | 37 | 192 | 38 | 1,052 | 50 | 2,027 | 54 | |
Other | 73 | 5 | 4 | 0 | 10 | 2 | 0 | 0 | 28 | 8 | 1 | 0 | 111 | 5 | 5 | 0 | |
TOTAL | 1,350 | 2,716 | 414 | 513 | 342 | 504 | 2,106 | 3,733 | |||||||||
64++ | How well do you speak English? | ||||||||||||||||
Very well | 1,200 | 38 | 359 | 65 | 312 | 46 | 1,871 | 43 | |||||||||
Well | 392 | 12 | 76 | 14 | 108 | 16 | 576 | 13 | |||||||||
Not well | 692 | 22 | 56 | 10 | 138 | 20 | 886 | 20 | |||||||||
Not At all | 876 | 28 | 62 | 11 | 122 | 18 | 1,060 | 24 | |||||||||
TOTAL | 3,160 | 553 | 680 | 4,393 | |||||||||||||
65 | Primary language spoken at home | ||||||||||||||||
English | 698 | 43 | 1,729 | 52 | 308 | 70 | 450 | 78 | 262 | 65 | 417 | 59 | 1,268 | 51 | 2,596 | 57 | |
Spanish | 411 | 25 | 520 | 16 | 52 | 12 | 54 | 9 | 110 | 27 | 232 | 33 | 573 | 23 | 806 | 18 | |
Russian | 188 | 12 | 472 | 14 | 14 | 3 | 9 | 2 | 5 | 1 | 6 | 1 | 207 | 8 | 487 | 11 | |
Chinese | 239 | 15 | 371 | 11 | 56 | 13 | 34 | 6 | 11 | 3 | 15 | 2 | 306 | 12 | 420 | 9 | |
Other | 84 | 5 | 214 | 6 | 11 | 2 | 27 | 5 | 15 | 4 | 42 | 6 | 110 | 4 | 283 | 6 | |
TOTAL | 1,620 | 3,306 | 441 | 574 | 403 | 712 | 2,464 | 4,592 | |||||||||
66 | Education level completed | ||||||||||||||||
8th grade or less | 537 | 34 | 982 | 32 | 136 | 32 | 135 | 25 | 152 | 38 | 273 | 41 | 825 | 34 | 1,390 | 32 | |
Some high school, did not graduate | 262 | 17 | 471 | 15 | 67 | 16 | 68 | 13 | 94 | 24 | 141 | 21 | 423 | 18 | 680 | 16 | |
High school graduate or GED | 334 | 21 | 703 | 23 | 117 | 27 | 148 | 28 | 86 | 22 | 134 | 20 | 537 | 22 | 985 | 23 | |
Some college or 2 year degree | 196 | 13 | 391 | 13 | 47 | 11 | 76 | 14 | 46 | 12 | 82 | 12 | 289 | 12 | 549 | 13 | |
4 year college graduate | 147 | 9 | 288 | 9 | 31 | 7 | 55 | 10 | 14 | 4 | 19 | 3 | 192 | 8 | 362 | 8 | |
More than 4 year college degree | 92 | 6 | 261 | 8 | 32 | 7 | 53 | 10 | 7 | 2 | 19 | 3 | 131 | 5 | 333 | 8 | |
TOTAL | 1,568 | 3,096 | 430 | 535 | 399 | 668 | 2,397 | 4,299 | |||||||||
67 | Do you live | ||||||||||||||||
Alone | 728 | 48 | 1,471 | 46 | 197 | 52 | 255 | 47 | 192 | 50 | 370 | 53 | 1,117 | 49 | 2,096 | 48 | |
With a family member or friend | 709 | 47 | 1,514 | 48 | 141 | 37 | 212 | 39 | 174 | 46 | 295 | 43 | 1,024 | 45 | 2,021 | 46 | |
With other than a family member or friend | 86 | 6 | 185 | 6 | 41 | 11 | 74 | 14 | 16 | 4 | 27 | 4 | 143 | 6 | 286 | 6 | |
TOTAL | 1,523 | 3,170 | 379 | 541 | 382 | 692 | 2,284 | 4,403 | |||||||||
68 | Did someone help you complete this survey | ||||||||||||||||
Yes | 1,001 | 63 | 1,985 | 64 | 309 | 71 | 389 | 71 | 274 | 69 | 468 | 70 | 1,584 | 65 | 2,842 | 65 | |
No | 592 | 37 | 1,132 | 36 | 127 | 29 | 161 | 29 | 122 | 31 | 205 | 30 | 841 | 35 | 1,498 | 35 | |
TOTAL | 1,593 | 3,117 | 436 | 550 | 396 | 673 | 2,425 | 4,340 | |||||||||
69 ♦ + | Who helped you | ||||||||||||||||
Family member | 564 | 56 | 1,295 | 65 | 189 | 61 | 234 | 60 | 173 | 63 | 321 | 69 | 926 | 58 | 1,850 | 65 | |
Friend | 86 | 9 | 185 | 9 | 33 | 11 | 46 | 12 | 21 | 8 | 24 | 5 | 140 | 9 | 255 | 9 | |
Home Care Aide | 217 | 22 | 344 | 17 | 18 | 6 | 33 | 8 | 62 | 23 | 107 | 23 | 297 | 19 | 484 | 17 | |
Care Manager or Visiting Nurse | 35 | 3 | 69 | 3 | 10 | 3 | 29 | 7 | 2 | 1 | 12 | 3 | 47 | 3 | 110 | 4 | |
Other | 95 | 9 | 97 | 5 | 64 | 21 | 48 | 12 | 17 | 6 | 11 | 2 | 176 | 11 | 156 | 5 | |
TOTAL | 1,001 | 1,985 | 309 | 389 | 274 | 468 | 1,584 | 2,842 | |||||||||
70 ♦ + | How did this person help you | ||||||||||||||||
Read the questions to me | 543 | 54 | 1,090 | 55 | 185 | 60 | 219 | 56 | 167 | 61 | 288 | 62 | 895 | 57 | 1,597 | 56 | |
Wrote down the answers that I gave | 423 | 42 | 897 | 45 | 144 | 47 | 194 | 50 | 123 | 45 | 189 | 40 | 690 | 44 | 1,280 | 45 | |
Answered the questions for me | 241 | 24 | 515 | 26 | 104 | 34 | 134 | 34 | 58 | 21 | 105 | 22 | 403 | 25 | 754 | 27 | |
Translated into my language | 137 | 14 | 328 | 17 | 25 | 8 | 24 | 6 | 31 | 11 | 64 | 14 | 193 | 12 | 416 | 15 | |
Helped in some other way | 72 | 7 | 119 | 6 | 13 | 4 | 12 | 3 | 20 | 7 | 31 | 7 | 105 | 7 | 162 | 6 | |
TOTAL | 1,001 | 1,985 | 309 | 389 | 274 | 468 | 1,584 | 2,842 | |||||||||
71 | Has health plan talked to you about appointing someone to make decisions about your health if you are unable to do so? | ||||||||||||||||
Yes | 861 | 64 | 1,689 | 63 | 317 | 81 | 385 | 77 | 245 | 70 | 447 | 75 | 1,423 | 68 | 2,521 | 67 | |
No | 485 | 36 | 971 | 37 | 72 | 19 | 112 | 23 | 107 | 30 | 153 | 26 | 664 | 32 | 1,236 | 33 | |
TOTAL | 1,346 | 2,660 | 389 | 497 | 352 | 600 | 2,087 | 3,757 | |||||||||
Not sure | 262 | 471 | 46 | 54 | 49 | 80 | 357 | 605 | |||||||||
72 | Do you have a legal document or advance directive appointing someone to make decisions about your health care if you are unable to do so? | ||||||||||||||||
Yes | 759 | 55 | 1,402 | 53 | 326 | 83 | 415 | 84 | 226 | 62 | 357 | 61 | 1,311 | 61 | 2,174 | 58 | |
No | 628 | 45 | 1,243 | 47 | 69 | 17 | 79 | 16 | 137 | 38 | 226 | 39 | 834 | 39 | 1,548 | 42 | |
TOTAL | 1,387 | 2,645 | 395 | 494 | 363 | 583 | 2,145 | 3,722 | |||||||||
Not sure | 226 | 459 | 57 | 65 | 72 | 101 | 355 | 625 | |||||||||
73 ♦ | Does the health plan have a copy of this advance directive document? | ||||||||||||||||
Yes | 394 | 74 | 684 | 75 | 246 | 91 | 327 | 94 | 100 | 65 | 175 | 71 | 740 | 77 | 1,186 | 79 | |
No | 139 | 26 | 229 | 25 | 23 | 9 | 21 | 6 | 54 | 35 | 70 | 29 | 216 | 23 | 320 | 21 | |
TOTAL | 533 | 913 | 269 | 348 | 154 | 245 | 956 | 1,506 | |||||||||
Not sure | 226 | 459 | 57 | 65 | 72 | 101 | 355 | 625 |
Note: Percentages have been rounded and may not total to 100%.
♦ Items based on skip pattern.
+ Member can check all that apply.
++ New question in 2015
Appendix B. Aggregate Tables
Table B1: Plan Evaluation – Comparison by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 1: MLTC Plan Evaluation | ||||||
1a++ | Member of a [health plan] | 4,276 | 97 | – | ||
2a | Live at home/nursing home | 2,436 | 97 | 4,207 | 97 | – |
3 | Plan always/usually explained services clearly | 2,368 | 81 | 3,738 | 86 | ▲ |
4 | Always/Usually involved in decisions about plan of care | 2,338 | 72 | 3,710 | 77 | ▲ |
5 | Family member or caregiver always/usually involved in making decisions about plan of care | 2,360 | 60 | 3,758 | 64 | ▲ |
6^ | Called plan with question or for help or complaint/grievance | 2,442 | 65 | 3,825 | 48 | ▼ |
7♦^ | Always/usually spoke with a person quickly | 1,525 | 49 | 1,800 | 74 | ▲ |
8♦^ | Questions always/usually answered quickly | 1,538 | 53 | 1,801 | 75 | ▲ |
9♦^ | Always/usually able to understand the answers | 1,531 | 61 | 1,791 | 81 | ▲ |
10♦^ | Always/usually treated with politeness and respect | 1,537 | 84 | 1,809 | 92 | ▲ |
11♦^ | Complaint/grievance always/usually handled to satisfaction | 2,421 | 37 | 1,397 | 68 | ▲ |
Complaint was always/usually responded to in a timely manner | 840 | 44 | – | |||
Always/usually satisfied with response | 844 | 39 | – | |||
Always/usually treated with politeness and respect | 857 | 74 | – | |||
12 | Plan asked to see prescription/over the counter medicines | 2,197 | 88 | 3,702 | 94 | ▲ |
13++ | Health plan explain Consumer Directed Personal Assistance | 2,495 | 75 | – | ||
Plan has been excellent/good at helping me to have fewer falls | 1,587 | 78 | – | |||
14a | Plan has been excellent/good at helping me to take my medications the way my doctor wants me to | 2,044 | 87 | 3,138 | 89 | – |
14b | Plan has been excellent/good at helping me to manage my illnesses | 1,958 | 84 | 2,981 | 86 | – |
14c | Plan has been excellent/good at helping me when I'm feeling sad and lonely | 1,731 | 73 | 2,549 | 72 | – |
14d | Plan has been excellent/good at helping to allow me to stay in my home | 1,805 | 89 | 2,939 | 93 | ▲ |
15 | Rated plan as good or excellent | 2,458 | 84 | 3,739 | 87 | – |
Would recommend the plan | 2,397 | 89 | – | |||
71 | Health plan has talked about appointing someone to make health care decisions | 2,087 | 68 | 3,757 | 67 | – |
72 | Has a legal document appointing someone to make health care decisions | 2,145 | 61 | 3,722 | 58 | – |
73 | Health plan has a copy of this legal document | 956 | 77 | 1,506 | 79 | – |
* Denominator excludes Not Applicable responses. Total responses to each survey item varied; percentages were calculated on the number of responses for each item, and exclude Not Applicable responses.
♦ Items based on skip pattern.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
^ Questions and/or responses have changed since 2013.
Table B2: Quality of Care – Comparison by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 2A: Quality of Care Providers (Excellent/Good) | ||||||
16 | Regular doctor | 2,247 | 89 | 3,572 | 91 | – |
34 | Pharmacy Services | 2,035 | 90 | 3,252 | 91 | – |
20a | Home Health Aide, Personal Care Aide | 2,056 | 87 | 3,351 | 87 | – |
22a | Regular Visiting Nurse/Registered Nurse | 2,132 | 84 | 3,355 | 83 | – |
21 | Care Manager/Case Manager | 2,108 | 84 | 3,445 | 83 | – |
19 | Foot Doctor | 1,640 | 80 | 2,637 | 83 | – |
27 | Medical Supplies and Equipment | 1,844 | 86 | 2,937 | 82 | ▼ |
18 | Eye Care | 1,951 | 82 | 3,079 | 81 | – |
31 | Day Health Center Activities | 735 | 75 | 1,102 | 79 | – |
20b | Home Health Agency, Personal Care Agency | 2,073 | 81 | 3,442 | 79 | – |
30 | Meals served at the Day Health Center | 673 | 70 | 1,014 | 78 | ▲ |
22b | Covering/On-call nurse | 1,456 | 77 | 2,233 | 78 | – |
23 | Physical Therapist | 1,099 | 75 | 1,620 | 78 | – |
26 | Social Worker | 1,486 | 76 | 2,100 | 77 | – |
32 | Transportation Services | 1,916 | 77 | 2,853 | 77 | – |
29 | Home Delivered Meals/Meals on Wheels | 406 | 66 | 563 | 77 | ▲ |
33 | Nursing Home | 289 | 64 | 377 | 77 | ▲ |
35 | Nutritionist | 855 | 76 | 1,102 | 76 | – |
24 | Occupational Therapist | 666 | 69 | 979 | 76 | – |
17 | Dentist | 1,530 | 71 | 2,382 | 73 | – |
25 | Speech Therapist | 328 | 56 | 451 | 72 | ▲ |
28 | Audiology/Hearing Aids | 558 | 65 | 866 | 68 | – |
* Denominator excludes Not Applicable responses. Total responses to each survey item varied; percentages were calculated on the number of responses for each item, and exclude Not Applicable responses.
♦ Items based on skip pattern.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B3: Timeliness of Care – Comparison by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 2B: Timeliness (Always/Usually) | ||||||
46 | Pharmacy Services | 1,926 | 77 | 3,130 | 92 | ▲ |
36 | Home Health Aide, Personal Care Aide | 1,897 | 78 | 3,385 | 92 | ▲ |
44a | Transportation: TO Day Center | 845 | 63 | 1,110 | 84 | ▲ |
45 | Medical Supplies and Equipment | 1,647 | 70 | 2,674 | 83 | ▲ |
44b | Transportation: FROM Day Center | 742 | 65 | 1,010 | 83 | ▲ |
37 | Care Manager/Case Manager | 1,876 | 69 | 3,144 | 83 | ▲ |
38a | Regular Visiting Nurse/Registered Nurse | 2,027 | 70 | 3,177 | 81 | ▲ |
44c | Transportation: TO the doctor | 1,766 | 69 | 2,515 | 81 | ▲ |
44d | Transportation: FROM the doctor | 1,742 | 67 | 2,505 | 78 | ▲ |
39 | Physical Therapist | 883 | 57 | 1,270 | 74 | ▲ |
38b | Covering/On-call nurse | 1,430 | 64 | 2,092 | 74 | ▲ |
42 | Social Worker | 1,302 | 57 | 1,802 | 73 | ▲ |
43 | Home Delivered Meals/Meals on Wheels | 454 | 61 | 597 | 71 | ▲ |
47 | Audiology/Hearing Aids | 525 | 59 | 737 | 70 | ▲ |
40 | Occupational Therapist | 550 | 54 | 777 | 69 | ▲ |
41 | Speech Therapist | 341 | 49 | 406 | 60 | – |
* Denominator excludes Not Applicable responses. Total responses to each survey item varied; percentages were calculated on the number of responses for each item, and exclude Not Applicable responses.
♦ Items based on skip pattern.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B4: Timely Access to Urgent Appointments (Same Day) – Comparison by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 2D: Access to Care - Urgent Appointments (Same day) | ||||||
48 | Regular doctor | 1,755 | 45 | 2,885 | 50 | – |
51 | Foot Doctor | 1,039 | 26 | 1,912 | 34 | ▲ |
50 | Eye Care | 1,195 | 22 | 2,165 | 33 | ▲ |
52 | Audiology/Hearing Aids | 366 | 30 | 593 | 32 | – |
49 | Dentist | 920 | 26 | 1,526 | 29 | – |
* Denominator excludes Not Applicable responses. Total responses to each survey item varied; percentages were calculated on the number of responses for each item, and exclude Not Applicable responses.
♦ Items based on skip pattern.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B5: Timely Access to Regular Appointments (As Soon As Member Thought Appointment Needed) – Comparison by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 2C: Access to Care - Regular Appointments (Always/Usually) | ||||||
53^ | Regular doctor | 3,328 | 88 | – | ||
56^ | Foot Doctor | 2,220 | 80 | – | ||
55^ | Eye Care | 2,486 | 79 | – | ||
54^ | Dentist | 1,873 | 73 | – | ||
57^ | Audiology/Hearing Aids | 723 | 68 | – |
* Denominator excludes Not Applicable responses. Total responses to each survey item varied; percentages were calculated on the number of responses for each item, and exclude Not Applicable responses.
^ Questions and/or responses have changed since 2013.
– 2015 results cannot be compared to 2013 results here, due to changes in responses.
Table B6: Plan Evaluation – Analysis of Composite Measures by Survey Year
2013 | 2015 | 2013 v. 2015 | ||||
---|---|---|---|---|---|---|
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 2,368 | 81% | 3,738 | 86% | p |
Q4-Q5 ^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,459 | 66% | 3,896 | 70% | p |
Q7-Q11 ^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 1,832 | 79% | N/A 1 | ||
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 2,197 | 88% | 3,702 | 94% | p |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 2,495 | 75% | N/A 1 | ||
Q14a-d ^ | The plan´s helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 2,231 | 83% | 3,593 | 84% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,458 | 84% | 3,739 | 87% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35 ^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 2,402 | 81% | 3,884 | 81% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47 ^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 2,334 | 67% | 3,774 | 82% | p |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52 ^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 1,891 | 34% | 3,166 | 39% | p |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57 ^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 3,476 | 81% | N/A 1 | ||
Domain 6: Advance Directives | ||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 2,087 | 68% | 3,757 | 67% | – |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 2,145 | 61% | 3,722 | 58% | – |
Q73 | The health plan has a copy of this document | 956 | 77% | 1,506 | 79% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
N/A1 Questions and/or responses changed in 2015. No comparison is possible.
Table B7: Analysis of Composite Measures – Comparison by Plan Type
Plan Type | ||||||||
---|---|---|---|---|---|---|---|---|
Partial Cap | PACE | MAP | Partial Cap vs. PACE vs. MAP |
|||||
Item | Description | N* | % | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 2,709 | 86% | 438 | 85% | 591 | 86% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,800 | 70% | 475 | 73% | 621 | 69% | – |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 1,300 | 80% | 243 | 80% | 289 | 73% | Partial Cap > MAP |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 2,677 | 94% | 432 | 92% | 593 | 95% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,831 | 77% | 267 | 58% | 397 | 74% | Partial Cap, MAP > PACE |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 2,545 | 84% | 467 | 86% | 581 | 86% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,688 | 86% | 453 | 86% | 598 | 90% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 2,796 | 81% | 474 | 83% | 614 | 79% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 2,721 | 82% | 465 | 86% | 588 | 80% | PACE > Partial Cap, MAP |
Domain 4: Access to Care for Urgent Appointments | ||||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 2,248 | 40% | 412 | 36% | 506 | 37% | – |
Domain 5: Access to Care for Regular Appointments | ||||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 2,512 | 83% | 412 | 77% | 552 | 79% | – |
Domain 6: Advance Directives | ||||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 2,660 | 63% | 497 | 77% | 600 | 75% | PACE, MAP > Partial Cap |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 2,645 | 53% | 494 | 84% | 583 | 61% | PACE > MAP > Partial Cap |
Q73 | The health plan has a copy of this document | 913 | 75% | 348 | 94% | 245 | 71% | PACE > Partial Cap, MAP |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
– Not statistically significant.
Table B8: Analysis of Composite Measures – Comparison by Gender
Gender | ||||||
---|---|---|---|---|---|---|
Male | Female | Male vs. Female | ||||
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 900 | 88% | 2,697 | 86% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 944 | 70% | 2,806 | 70% | – |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 442 | 78% | 1,333 | 79% | – |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 907 | 93% | 2,666 | 95% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 651 | 76% | 1,766 | 75% | – |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 875 | 84% | 2,590 | 84% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 907 | 86% | 2,704 | 88% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 943 | 80% | 2,803 | 82% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 924 | 81% | 2,730 | 82% | – |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 767 | 40% | 2,298 | 38% | – |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 843 | 80% | 2,525 | 82% | – |
Domain 6: Advance Directives | ||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 940 | 62% | 2,735 | 69% | ▲ |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 914 | 52% | 2,732 | 61% | ▲ |
Q73 | The health plan has a copy of this document | 328 | 77% | 1,147 | 80% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B9: Analysis of Composite Measures – Comparison by Race
Race | ||||||||||
---|---|---|---|---|---|---|---|---|---|---|
White | Black | Asian | Other | White vs. Black vs. Asian vs. Other |
||||||
Item | Description | N* | % | N* | % | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 1,645 | 87% | 777 | 85% | 506 | 84% | 44 | 82% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 1,719 | 73% | 838 | 66% | 491 | 66% | 44 | 69% | White > Black |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 889 | 82% | 379 | 74% | 222 | 77% | SS | N/A | White > Black |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 1,639 | 95% | 789 | 95% | 471 | 93% | 44 | 95% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,078 | 74% | 521 | 74% | 315 | 79% | SS | N/A | – |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 1,585 | 86% | 767 | 84% | 485 | 80% | 41 | 85% | White > Asian |
Q15 | Overall MLTC plan rating (Excellent/Good) | 1,666 | 88% | 799 | 88% | 481 | 83% | 43 | 84% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 1,711 | 85% | 822 | 77% | 519 | 75% | 44 | 76% | White > Black, Asian |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 1,680 | 86% | 794 | 78% | 507 | 77% | 42 | 80% | White > Black, Asian |
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 1,443 | 40% | 661 | 37% | 370 | 39% | 34 | 40% | – |
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 1,565 | 86% | 732 | 79% | 437 | 74% | 40 | 81% | White > Black, Asian |
Domain 6: Advance Directives | ||||||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 1,687 | 67% | 809 | 69% | 458 | 62% | 42 | 69% | – |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 1,726 | 64% | 800 | 59% | 457 | 42% | 43 | 65% | White, Black, Other > Asian |
Q73 | The health plan has a copy of this document | 768 | 85% | 314 | 69% | 145 | 79% | SS | N/A | White, Asian > Black |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
SS Sample size under 30 responses.
N/A Not applicable, as sample size is under 30 responses.
Table B10: Analysis of Composite Measures – Comparison by Level of Education
Level of Education | ||||||
---|---|---|---|---|---|---|
Less than High School | At least High School | Less than High School vs. At least High School | ||||
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 1,673 | 87% | 1,851 | 86% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 1,747 | 71% | 1,923 | 70% | – |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 784 | 80% | 961 | 78% | – |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 1,651 | 94% | 1,845 | 94% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,144 | 79% | 1,205 | 70% | ▼ |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 1,625 | 84% | 1,771 | 85% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 1,680 | 87% | 1,857 | 87% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 1,747 | 80% | 1,920 | 82% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 1,700 | 81% | 1,878 | 83% | – |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 1,438 | 39% | 1,563 | 38% | – |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 1,567 | 80% | 1,730 | 83% | – |
Domain 6: Advance Directives | ||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 1,732 | 71% | 1,875 | 65% | ▼ |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 1,661 | 57% | 1,924 | 60% | – |
Q73 | The health plan has a copy of this document | 650 | 77% | 806 | 80% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B11: Analysis of Composite Measures – Comparison by Age Group
Age | ||||||
---|---|---|---|---|---|---|
18-64 Years | 65+ Years | 18-64 Years vs. 65+ Years | ||||
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 520 | 83% | 3,110 | 87% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 542 | 63% | 3,234 | 72% | ▲ |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 239 | 76% | 1,545 | 79% | – |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 511 | 93% | 3,084 | 94% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 361 | 70% | 2,067 | 76% | – |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 502 | 83% | 2,989 | 85% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 516 | 85% | 3,117 | 88% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 538 | 78% | 3,232 | 82% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 516 | 78% | 3,157 | 83% | – |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 456 | 40% | 2,619 | 39% | – |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 486 | 79% | 2,895 | 82% | – |
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 523 | 64% | 3,177 | 68% | – |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 529 | 50% | 3,138 | 60% | ▲ |
Q73 | The health plan has a copy of this document | 174 | 70% | 1,306 | 80% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B12: Analysis of Composite Measures – Comparison by Primary Language Spoken
Primary Language | ||||||
---|---|---|---|---|---|---|
English | Non-English | English vs. Non-English |
||||
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 2,103 | 85% | 1,635 | 88% | – |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,233 | 69% | 1,663 | 72% | – |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 1,171 | 78% | 661 | 80% | – |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 2,086 | 94% | 1,616 | 94% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,323 | 67% | 1,172 | 83% | ▼ |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 2,039 | 84% | 1,554 | 85% | – |
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,150 | 87% | 1,589 | 87% | – |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 2,202 | 81% | 1,682 | 82% | – |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 2,137 | 82% | 1,637 | 83% | – |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 1,797 | 36% | 1,369 | 42% | ▼ |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 1,960 | 81% | 1,516 | 81% | – |
Domain 6: Advance Directives | ||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 2,165 | 69% | 1,592 | 64% | – |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 2,201 | 68% | 1,521 | 44% | ▲ |
Q73 | The health plan has a copy of this document | 1,038 | 79% | 468 | 78% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Table B13: Analysis of Composite Measures – Comparison by Self-Reported Health Status
Self-Reported Health Status | ||||||
---|---|---|---|---|---|---|
Good/Fair/Poor | Excellent/Very Good | Good/Fair/Poor vs. Excellent/Very Good | ||||
Item | Description | N* | % | N* | % | |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 2,133 | 83% | 1,476 | 90% | ▲ |
Q4-Q5^ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,210 | 68% | 1,546 | 73% | ▲ |
Q7-Q11^ | The plan provided helpful, timely, and courteous customer service when I or my caregiver or family members have called with a question, needed help, or had a complaint or grievance (Always/Usually) | 1,064 | 74% | 711 | 85% | ▲ |
Q12 | Since joining the health plan, someone from the plan has asked to see all of the prescriptions and over the counter medicines I've been taking | 2,119 | 95% | 1,458 | 93% | – |
Q13++ | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,436 | 74% | 984 | 75% | – |
Q14a-d^ | The plan's helpfulness in assisting my family and I with medication management, managing my illness, helping me when I am sad and lonely, and allowing me to stay in my home instead of a nursing home (Excellent/Good) | 2,067 | 81% | 1,405 | 89% | ▲ |
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,145 | 83% | 1,471 | 93% | ▲ |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35^ | The quality of care provided by the most utilized providers/services (Excellent/Good) | 2,231 | 78% | 1,522 | 86% | ▲ |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47^ | The timeliness of care provided by the most utilized providers/services (Always/Usually) | 2,171 | 80% | 1,486 | 85% | ▲ |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52^ | Getting timely urgent appointments with the most utilized providers/services (Same day) | 1,820 | 38% | 1,242 | 41% | ▲ |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57^ | Getting timely regular appointments with the most utilized providers/services since joining the health plan (Always/Usually) | 2,015 | 80% | 1,353 | 84% | ▲ |
Domain 6: Advance Directives | ||||||
Q71 | The health plan has talked to me about appointing someone to make decisions about my health if I am unable to do so | 2,176 | 65% | 1,506 | 70% | – |
Q72 | I have a legal document appointing someone to make decisions about my health care if I am unable to do so | 2,166 | 55% | 1,488 | 64% | ▲ |
Q73 | The health plan has a copy of this document | 799 | 78% | 680 | 79% | – |
N* Represents the denominator. For individual items, N* is the number of valid responses. For composite measures, N* is the number of members with at least one valid response to any question in the composite.
^ Indicates a composite measure.
++ New question in 2015.
▲/▼ Indicates a significantly higher/lower rate than 2013 (p < .001).
– Not statistically significant.
Appendix C. Survey Tool
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1. The CAHPS® proportional scoring method for creating and scoring composite measures was used. 1