Some of you have expressed concerns about a member satisfaction survey you received
in the mail. You may have also received other surveys from our pharmacy and dental
departments, for example, which ask for your feedback.
We know you have a busy schedule, and a four-page survey may not even make it onto
your to-do list. But I’d like to explain why we’d really appreciate
it if you’d take the time to complete the survey.
The member satisfaction survey is an important tool we use to collect information
about the quality of service you’re receiving from a provider or from HMSA.
It’s also your opportunity to let HMSA and your provider know how we are doing
and how we can improve our service to you. Did the doctor explain things in a way
you could understand? How often did the doctor listen carefully to you? Did the
office staff treat you with courtesy and respect?
The survey also asks questions about your health plan. Did you receive clear information
about your benefits? Do you know how to get health care after regular office hours?
Would you select the same health plan again? Knowing what’s working well for
you and where improvements can be made will help us provide better products and
HMSA enlists a local market research firm to randomly send 70,000 surveys to our
members twice a year. We do not “target” you to receive a survey, nor
do we “target” providers to be included in a survey. The firm takes
precautions to ensure that you do not receive more than one survey a year.
Although you may have already completed and mailed in your survey, you may get a
postcard reminding you to do just that. We apologize for any confusion this may
cause – we’re simply trying to get as many surveys returned as possible.
There’s no need to tell us that you sent in your survey, because we don’t
know who received surveys. The postcard reminders are generated at the same time
the surveys are addressed and mailed; this ensures the anonymity of your survey
When the market research firm receives 15 or more surveys about one provider, that
provider receives a report that summarizes the survey results. Of course, your name
does not appear anywhere on the summary. Our providers tell us they value this feedback
that they may not otherwise get because their patients are too shy to offer constructive
Member satisfaction is also an important factor in gaining accreditation for HMSA
from organizations such as the National Committee for Quality Assurance, an independent,
not-for-profit organization that measures the quality of health care services nationwide.
Furthermore, member satisfaction is important in HMSA’s Practitioner Quality
and Service Recognition program, which evaluates physicians and issues awards to
those who maintain a high quality of patient care and services based on best practice
guidelines. The survey is your opportunity to show your appreciation to a provider
for their quality care.
I hope I’ve shed some light on HMSA’s surveys, whether they ask about
your satisfaction, drug benefits, health risks, or other health topics. We never
ask for specific personal or confidential information, and your anonymity is always
ensured. HMSA uses the information gained to benefit you, our member, who remains
the focus of everything we do.