Managed Long-Term Care
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2017 Member Satisfaction Survey Summary Report
April 2018
Table of Contents
Plan Evaluation/Rating of Health Plan
Analysis of Composite Measures and Individual Survey items within Domains
Domain 1: Measures Related to MLTC Plan Evaluation (Table B6)
Domains 2-5: Measures Related to Quality, Timeliness, and Access to Care (Table B6)
Analysis of Composite Measures and Individual Survey Items 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 5: Supplemental Phone Survey
Section 6: Conclusions and Recommendations
Executive Summary
Introduction
The Managed Long-Term Care (MLTC) member satisfaction survey 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 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 early 2017, within New York Medicaid, there were four models of MLTC plans: 1) Partially capitated MLTC plans, 2) Program of All-Inclusive Care for the Elderly (PACE) plans, 3) Medicaid Advantage Plus (MAP) plans, and 4) Fully Integrated Duals Advantage (FIDA) plans. Partial MLTC plans are capitated for providing care management, community-based long-term care services, and nursing home care. The PACE, MAP, and FIDA benefit packages also include inpatient and outpatient care. The FIDA plan population was not included in the survey this year, as this population is surveyed separately. 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 2015 satisfaction survey are cited throughout this report for comparative purposes.
Methodology
The first section of the survey addressed members´ general experience with their MLTC 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 survey upon each mailing. The initial mailing was distributed in April 2017, with a follow up mailing in late June 2017.
Inclusion criteria for the eligible population were as follows:
- Continuously enrolled in an MLTC plan for a minimum of 6 months prior to November 30, 2016
- MLTC plan enrollees from 45 plans/product lines
- The breakdown by plan type is as follows: PACE-8, Partially Capitated-31, MAP-6
A sample of 600 enrollees from each plan was selected; the entire membership was selected if the plan´s enrollment was less than 600. The final sample was 22,188 enrollees. Exclusions from mailing (e.g., address issues, deceased members) totaled 2,141, yielding an adjusted sample of 20,047 enrollees. Completed and returned surveys totaled 5,559; representing a response rate of 28%. Nearly seventy-three percent (73%) of the responses were returned in English; 53% of the respondents consider English to be their primary language.
Key Findings
MLTC Plan Evaluation: Approximately 88% of respondents rated their plan as good/excellent. The same percentage of members (88%) reported that their plan always/usually explained services clearly. Compared to 2015 survey results, an increased percentage of respondents reported the plan spoke to them about appointing someone to make health care decisions if they are unable to do so. Additionally, of the members who reported having a legal document or advance directive, a larger percentage reported that the plan has a copy of the advance directive on file, when compared to 2015.
Quality of Care: Members´ perception of the quality of care received has remained positive. Eighty-two percent (82%) of respondents for long-term care providers and services (i.e. regular doctor, dentist, eye doctor) rated their quality as good/excellent.
Timeliness of Care: Timeliness of care provided by long-term care providers/services was found to be favorable, with meals on wheels and home delivered meals having the most improvement over 2015. Eighty-two percent (82%) of respondents for long-term care providers and services rated these services to be always/usually timely.
Access to Care: Thirty-seven (37%) of respondents indicated that they are able to get same day urgent appointments with providers, a slight decrease compared to 2015 results (39%). This demonstrates a need for improvement in this area. Nearly 82% of respondents indicated that they are able to get timely regular appointments with providers.
Recommendations
IPRO identified various opportunities for improvement that the health plans should consider, based upon survey outcomes. Recommendations based on these findings are as follows:
- The percentage of members rating the quality of medical supplies and equipment as good/excellent, while still high, declined from the 2015 survey. Similarly, declines were also observed with the quality of foot doctors and pharmacy services. 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 2015, continues to be among the lowest of the long-term care 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 they had an advance directive, significantly increased when compared to 2015 results. IPRO recommends continued efforts to conduct advance directive performance improvement projects (PIPs), with interventions focused on language and cultural barriers wherever appropriate.
- The percentage of respondents indicating that they had same day urgent access to providers slightly declined when compared to the 2015 results. Plans may wish to investigate access issues through possibly interviewing providers to determine exactly how requests for urgent visits are handled. Plans may also choose to interview a sample of members to obtain more specific information pertaining to how long it takes them to secure an appointment, and who their providers are, in order to conduct targeted outreach to under-performing providers.
- The percentage of respondents indicating that family members or caregivers are involved in care planning, while improved over 2015 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. Plans should ensure that, where appropriate and necessary, PIP interventions involve family members and caregivers.
- Discussions pertaining to the Consumer Directed Assistance Option, and to Advance Directives, appear to be occurring more often among members with lower education levels than with members with at least a high school education. Plans should ensure that discussions for these important concepts are taking place across all membership groups, regardless of education level.
- There were some observed differences in certain ratings when accounting for race/ethnicity of the respondents. These findings may indicate that cultural barriers associated with race, and language barriers, may be playing a role in dissatisfaction with the quality of certain services and with timely access to them. Plans may consider exploring whether or not there is limited access to services across certain ethnic groups.
Section 1: Introduction
Background
Managed long-term care (MLTC) is a system that streamlines the delivery of long-term care 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. 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 equal to or over 21 years of age and need community-based long-term care services for more than 120 days.
Enrollment in an MLTC plan is voluntary for those who:
- Are dual eligible and are 18 through 20 years of age and need nursing home level of care and community-based long-term care services for more than 120 days.
- Are non-dual eligible and over 18 years of age, are assessed as nursing home eligible and require community based long-term care services for more than 120 days.
- Are dual eligible and are 18 years of age and over and were previously determined as permanent placements in a nursing home
Within New York Medicaid, at the time of survey initiation, there were four models of MLTC plans:
- Partially capitated MLTC plans,
- Program of All-Inclusive Care for the Elderly (PACE) plans,
- Medicaid Advantage Plus (MAP) plans, and
- Fully Integrated Duals Advantage (FIDA) plans.
Partial MLTC plans are capitated for providing care management, community-based long-term care services, and nursing home care. The PACE, MAP, and FIDA benefit packages also include inpatient and outpatient care. The satisfaction survey addressed only the partially capitated, PACE and MAP plan models, as the FIDA population is surveyed separately.
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 of care 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 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 and on a biennial basis thereafter. Survey results have been positive, with the majority of MLTC respondents satisfied with their health plan. It is anticipated that this survey will continue to be administered every other year going forward.
Objectives
In early 2017, 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; and
- timeliness of primary health care and long-term care services.
- there are differences in care and in satisfaction of care, between 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 2015.
Section 2: Methodology
Survey Instrument
A scannable survey instrument was created to evaluate MLTC member satisfaction with the services provided by their plan. To facilitate comparisons to the 2015 survey, the 2017 survey contained all of the questions from the 2015 survey, with additional verbiage for questions 72 and 73, to clarify the term "legal document" by also including "advance directive."
The survey was comprised of three sections. The first section addressed members´ general experience with their MLTC plan, which included questions on plan of care involvement, courtesy of plan representatives, and timeliness of responses with complaints and grievances. The second section addressed the quality of twenty-two long-term care providers and services (primary care physician, dentist, eye care, foot doctor, home health aide, home health agency, care manager, visiting nurse, covering/on-call nurse, physical therapist, occupational therapist, speech therapist, social worker, medical supplies/equipment, audiology/hearing aids, home delivered meals, meals at Day Heath Center, Day Health Center activities, transportation services, nursing home, pharmacy services, and nutritionist), where members were asked to rate the quality of these providers and 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, and educational attainment). 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) survey upon each mailing. The initial mailing was distributed in April 2017, with a follow-up mailing in late June 2017.
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 November 30, 2016.
- MLTC plan enrollees from 45 plans/product lines. The breakdown by type of MLTC plan is as follows: PACE – 8, Partially Capitated – 31, MAP – 6.
The NYSDOH provided IPRO with the enrollee file for the survey after sampling. A sample of 600 enrollees from each plan had been selected. The entire eligible membership was included for plans with an enrollment of less than 600. The 600-member sample size had been utilized in prior survey years. The final sample for mailing was 22,188 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 category, 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." 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 proportions for single survey items year-to-year, and t-tests were used to compare average proportions for composite measures year-to-year. When comparing within subgroups (i.e., plan type, race, gender, educational attainment), chi-square was utilized to compare proportions of single survey items, and the student´s t-test was utilized 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 long-term care providers and services
|
Composite | Timely care always/usually provided by long-term care providers and services
|
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 or advance directive 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 advance directive document |
Section 3: Results
Response Rates
Of the 22,188 surveys that were mailed, 2,141 were returned as undeliverable due to either mailing address issues or death of the member. This yielded an adjusted population of 20,047. A total of 5,559 surveys were completed, with an overall response rate of 28%. In 2015, 4,592 surveys were completed yielding a response rate of 26%.
Table 1 displays the response rates by plan type. The response rates were as follows: PACE (33 %), MAP (34%), and Partially Capitated (26%), with an average response rate of 28%. 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 17% to 50%. Please note that the latter response rate is due to Empire BCBS HealthPlus MAP having one survey respondent from an adjusted population of two members.
Partially Capitated | PACE | MAP | TOTAL | |||||
---|---|---|---|---|---|---|---|---|
N | Percent | N | Percent | N | Percent | N | Percent | |
Surveys mailed | 17,663 | 2,697 | 1,828 | 22,188 | ||||
Less exclusions: | 1,665 | 9% | 339 | 13% | 137 | 7% | 2,141 | 10% |
Address issues | 1,555 | 9% | 301 | 11% | 121 | 7% | 1,977 | 9% |
Deceased | 82 | 0.5% | 33 | 1% | 8 | 0.4% | 123 | 0.6% |
Other reason | 28 | 0.2% | 5 | 0.2% | 8 | 0.4% | 41 | 0.2% |
Adjusted Population | 15,998 | 2,358 | 1,691 | 20,047 | ||||
Total # Surveys Completed | 4,203 | 26% | 785 | 33% | 571 | 34% | 5,559 | 28% |
Partially Capitated | PACE | MAP | TOTAL | |||||
---|---|---|---|---|---|---|---|---|
N | Percent | N | Percent | N | Percent | N | Percent | |
Completed in English | 2,971 | 70.7% | 682 | 86.9% | 404 | 70.8% | 4,057 | 73.0% |
Completed in a Language Other Than English | 1,232 | 29.3% | 103 | 13.1% | 167 | 29.2% | 1,502 | 27.0% |
Chinese | 434 | 35.2% | 26 | 25.2% | 8 | 4.8% | 468 | 31.2% |
Russian | 396 | 32.1% | 14 | 13.6% | 3 | 1.8% | 413 | 27.5% |
Spanish | 402 | 32.6% | 63 | 61.2% | 156 | 93.4% | 621 | 41.3% |
Total # Surveys Completed | 4,203 | 785 | 571 | 5,559 |
N | Percent | |
---|---|---|
ENGLISH | ||
English Surveys Mailed | 13,948 | |
Less exclusions 1 | 1,518 | 11% |
Adjusted English Survey Population | 12,430 | |
Completed English Surveys | 4,057 | 33% |
SPANISH | ||
Spanish Surveys Mailed | 4,068 | |
Less exclusions 2 | 330 | 8% |
Adjusted Spanish Survey Population | 3,738 | |
Completed Spanish Surveys | 621 | 17% |
RUSSIAN | ||
Russian Surveys Mailed | 1,778 | |
Less exclusions 3 | 132 | 7% |
Adjusted Russian Survey Population | 1,646 | |
Completed Russian Surveys | 413 | 25% |
CHINESE | ||
Chinese Surveys Mailed | 2,394 | |
Less exclusions 4 | 161 | 7% |
Adjusted Chinese Survey Population | 2,233 | |
Completed Chinese Surveys | 468 | 21% |
1. English exclusions due to address issues (1,381), member deceased (113), member no longer enrolled (4), and other reason (20). 1
2. Spanish exclusions due to address issues (318), member deceased (4), and other reason (8). 2
3. Russian exclusions due to address issues (120), member deceased (5), and other reason (7). 3
4. Chinese exclusions due to address issues (158), member deceased (1), and other reason (2). 4
Health Plan | Adjusted Population | No. of Respondents | Percent |
---|---|---|---|
Partially Capitated | |||
AETNA BETTER HEALTH | 562 | 137 | 24% |
AGEWELL NEW YORK | 548 | 159 | 29% |
ALPHACARE | 536 | 107 | 20% |
ARCHCARE COMMUNITY LIFE | 525 | 147 | 28% |
CENTERLIGHT SELECT | 550 | 94 | 17% |
CENTERS PLAN FOR HEALTHY LIVING | 555 | 152 | 27% |
ELDERPLAN dba HOMEFIRST | 566 | 197 | 35% |
ELDERSERVE dba RIVERSPRING | 528 | 136 | 26% |
EMPIRE BCBS HEALTHPLUS MLTC | 545 | 116 | 21% |
EVERCARE CHOICE | 543 | 163 | 30% |
EXTENDED MLTC | 563 | 138 | 25% |
FALLON HEALTH WEINBERG | 214 | 60 | 28% |
FIDELIS CARE AT HOME | 542 | 151 | 28% |
GUILDNET | 551 | 112 | 20% |
HAMASPIK CHOICE | 539 | 187 | 35% |
ICIRCLE | 536 | 157 | 29% |
INDEPENDENCE CARE SYSTEM | 553 | 145 | 26% |
INTEGRA | 545 | 143 | 26% |
KALOS HEALTH | 530 | 169 | 32% |
METROPLUS MLTC | 534 | 136 | 25% |
MONTEFIORE MLTC | 557 | 128 | 23% |
NORTH SHORE-LIJ HEALTH PLAN | 547 | 155 | 28% |
PRIME HEALTH CHOICE | 135 | 30 | 22% |
SENIOR HEALTH PARTNERS | 554 | 128 | 23% |
SENIOR NETWORK HEALTH | 395 | 125 | 32% |
SENIOR WHOLE HEALTH | 550 | 148 | 27% |
UNITED HEALTHCARE PERSONAL ASSIST | 537 | 131 | 24% |
VILLAGECAREMAX | 547 | 121 | 22% |
VNA HOMECARE OPTIONS | 519 | 158 | 30% |
VNS CHOICE MLTC | 544 | 139 | 26% |
WELLCARE ADVOCATE PARTIAL | 548 | 134 | 24% |
TOTAL | 15,998 | 4,203 | 26% |
PACE | |||
ARCHCARE SENIOR LIFE | 396 | 113 | 29% |
CATHOLIC HEALTH-LIFE | 173 | 71 | 41% |
CENTERLIGHT PACE | 561 | 176 | 31% |
COMPLETE SENIOR CARE | 103 | 34 | 33% |
EDDY SENIOR CARE | 140 | 56 | 40% |
ELDERONE | 515 | 147 | 29% |
PACE CNY | 374 | 154 | 41% |
TOTAL SENIOR CARE | 96 | 34 | 35% |
TOTAL | 2,358 | 785 | 33% |
MAP | |||
ELDERPLAN MAP | 555 | 230 | 41% |
EMPIRE BCBS HEALTHPLUS MAP | 2 | 1 | 50% |
FIDELIS MAP | 104 | 24 | 23% |
GUILDNET MAP | 394 | 114 | 29% |
MHI HEALTHFIRST COMPLETE CARE | 564 | 174 | 31% |
VNS CHOICE PLUS MAP | 72 | 28 | 39% |
TOTAL | 1,691 | 571 | 34% |
GRAND TOTAL | 20,047 | 5,559 | 28% |
Respondent Demographics
Unless otherwise indicated, survey demographic results can be found in Appendix A, Table A6.
The demographic profiles of the 2015 and 2017 populations were very similar. About 73% of respondents in 2017 were female (75% in 2015), and 85% were 65 years of age or older (86% in 2015). Approximately half of respondents (2015: 52%, 2017: 53%) had at least a high school diploma.
English was the primary language for 53% of the 2017 respondents (57% in 2015), with Spanish as the next most common language for 19% of the 2017 respondents (18% in 2015). Chinese was the primary language for 11% of the 2017 respondents, (9% in 2015) Russian was the primary language for 9% of the 2017 respondents (11% in 2015) and other languages was reported as the primary language for 8% of the 2017 respondents (6% in 2015). Overall, the percentage of respondents that do not speak English as their primary language was higher in 2017 than in 2015 (47% vs. 43%).
Fifty-nine percent of respondents rated their current state of health as poor/fair (60% in 2015), 25% rated their health as good (25% in 2015), and 16% as very good/excellent (15% in 2015). Sixty percent of the respondents were very much/quite a bit content with their quality of life (62% in 2015).
The vast majority of respondents still live at home, and not in a nursing home, when compared with 2015 rates (95% in 2017 vs. 97% in 2015). This demographic result can be found in Appendix A, Table A1. However, the difference between these rates is statistically significant (see Appendix B, Table B1). Approximately half of respondents live alone (2015: 48%, 2017: 47%). Approximately two-thirds of respondents reported that they received assistance in completing the survey (2015: 65%, 2017: 65%), mostly from family members (2015: 65%, 2017: 64%).
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 2015 and 2017 respondents remained high. Other notable findings from 2017 were as follows:
- Ninety-three (93%) of respondents rated their plan as excellent/good at helping them stay at home and not at a nursing home.
- Eighty-nine percent (89%) of respondents reported that their plan has been excellent/good at helping them to take medications the way their doctor wants them to, and 74% 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.
- Eighty-eight percent (88%) of respondents rated their plan as excellent/good.
- Seventy-nine percent (79%) of respondents reported that the health plan explained the Consumer Directed Personal Assistance (CDPA) option. This is a significant increase from 75% in 2015.
Quality of Care
In Section 2A of the survey, members were asked to rate the quality of services and supplies they received in the last 6 months. 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 2017. Other notable findings from this section include:
- Overall, the percentage of members who rated the quality of care of the 22 providers as excellent/good increased from the last survey year.
- Twelve (12) out of the 22 care providers listed had at least 80% of the respondents giving an excellent/good rating for quality in 2017 (compared to 8 out of 22 in 2015), long-term care providers and services such as primary care physicians (PCPs) (91%); pharmacy services (89%); home health aide (89%); visiting nurse (86%); care manager (85%); eye care professional (83%); foot doctor (82%); and medical supplies/equipment (80%).
- In the 2017 survey, Home Health Agency, Personal Care Agency were rated excellent/good by a significantly higher percentage of members (81%) than in the 2015 survey (76%).
- Audiology and hearing aids received the lowest quality of care rating in 2017 (73%) and 2015 (68%). Although not statistically significant, the percentage of participants who rated the quality of audiology/hearing aids as excellent/good increased 5 percentage points from 2015 (68%) to 2017 (73%).
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 in the last six months. 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. Other notable findings from this section include:
- The percentage of participants rating Home Delivered Meals/Meals on Wheels as always/usually on time was significantly higher in 2017 (79%) than in 2015 (71%).
- The majority of members perceived the timeliness of care to be always/usually on time. All care provider types were identified as always/usually on time by at least 63% of participants. Nine (9) of the 16 provider types had at least 80% of respondents giving an always/usually rating for timeliness.
- Of the long-term care providers and services, speech therapists were least likely to be rated as always/usually on time, at 63% for 2017. In contrast, pharmacy services were the most likely of the long-term care providers and services to be rated as always/usually on time, at 92% for 2017.
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 long-term care providers and services in the last 6 months. 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.
Access to urgent and regular appointments was similar in 2017 and 2015.
- Table B4 shows that for urgent appointments, nearly half of the respondents were able to obtain a same day appointment with their primary care physician (PCP) (2017: 49%, 2015: 50%).
- Timely access to urgent appointments was even less likely than primary care physicians for foot doctors (2017: 32%, 2015: 34%), audiologists (2017: 32%, 2015: 32%), eye care (2017: 31%, 2015: 33%), and dentists (2017: 29%, 2015: 29%).
- As demonstrated in Table B5, a similar percentage of participants in 2017 and 2015 reported that they always/usually have timely access to regular appointments as soon as the member felt they needed one: PCPs (2017: 89%, 2015: 88%), eye care (2017: 79%, 2015: 79%), foot doctors (2017: 78%, 2015: 80%), dentists (2017: 75%, 2015: 73%), and audiologists (2017: 70%, 2015: 68%).
Analysis of Composite Measures and Individual Survey items within Domains
Composite measures of survey items were computed, in addition to individual survey items, 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 composite measures, 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 of plan representatives when members 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 one 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 long-term care providers and services and services as excellent/good.
- Domain 3 – Timeliness of Providers and Long-Term Care Services: Consists of one 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 one 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 one 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 6 – Advance Directives: Consists of three single survey items, which includes questions 71-73. This domain evaluates whether or not members have appointed someone to make decisions about their health if they are unable to do so, if they have a legal document or advance directive in place, and if the MLTC plan has a copy of that advance directive document on file.
Domain 1: Measures Related to MLTC Plan Evaluation (Table B6)
- Eighty-eight percent of members reported that the plan always/usually explained services clearly and 94% said the plan had asked to see all prescriptions and medications.
- In 2017, 72% of respondents said they, along with family members or caregivers, were always/usually involved in making decisions about their plan of care, a slight increase from 2015 (70%).
- 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, unchanged compared to 2015.
- Seventy-nine percent of members (79%) said the plan had explained the Consumer Directed Personal Assistance (CDPA) option, a significantly higher rate than in 2015 (75%).
- Eighty-five percent (85%) 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.
- Overall, 88% rated the health plan as excellent/good in 2017, a one percentage point increase from 2015 (87%).
Figure 1 displays the rates for each measure as compared to 2015.
Figure 1: MLTC Plan Evaluation (Domain 1)
* Indicates a rate significantly higher than 2015. p<.001.
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 82% of respondents rated the quality of providers and services as excellent/good, a one percentage point increase from 2015.
- About 82% of respondents rated the overall timeliness of care as always/usually timely, unchanged from 2015.
- About 37% of respondents reported that they were always/usually able to get an appointment within the same day in 2017, which decreased slightly from 2015 (39%).
- Additionally, 82% of respondents were always/usually able to get a regular appointment with their doctor, representing a slight increase from 2015 (81%).
Figure 2 displays the rates for Domains 2-5 as compared to 2015.
Figure 2: Quality, Timeliness, and Access to Care (Domains 2-5)
Domain 6: Advance Directives (Table B6)
- Advance directives are considered an important component in the overall care of the managed long-term care population.
- Significantly more members in 2017 (75%) 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, compared to 2015 (67%).
- Sixty-eight (68%) percent of members reported having a legal document or advance directive appointing someone to make health care decisions on their behalf in the event that they are unable to do so, a significant increase from 2015 (58%).
- Of individuals with an advanced directive, 84% of members said that their health plan has retained a copy of the document, a significantly higher rate than 2015 (79%).
- It should be noted that the questions on advance directives were re-worded in 2017 to include the word "advance directive." Participants may have responded differently to these items in 2017 due to this clarification, and thus may explain the significant increase of positive responses.
Figure 3 displays the rates for each measure as compared to 2015.
Figure 3: Advance Directives (Domain 6)
* Indicates a rate significantly higher than 2015. p<.001.
Analysis of Composite Measures and Individual Survey Items by Subgroup
Comparisons between subgroups were also performed on the individual survey items and composite measures 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 2017. The subgroups included: plan type, gender, race/ethnicity, educational attainment, age, primary language spoken, and self-reported health status.
Comparison tables can be found in Appendix B, Tables B7-B13. Statistically significant differences in each subgroup are noted as follows:
Comparison by Plan Type (Table B7)
- Partially Capitated and MAP members were more likely to report that someone at the plan had explained the Consumer Directed Personal Assistance (CDPA) option to them since joining the plan compared to PACE members (Partially Capitated: 81%, MAP: 84% vs. PACE: 61%).
- PACE and MAP members were more likely to report that the plan had talked to them about appointing someone to make decisions about their health care if they are unable to compared to Partially Capitated members (PACE: 82%, MAP: 80% vs. Partially Capitated: 73%).
- PACE plan members were more likely to report having a legal document or advance directive appointing someone to make health care decisions for them, compared to MAP and Partially Capitated members (PACE: 85% vs. MAP: 69%, Partially Capitated: 65%).
- PACE members were more likely to report that the health plan had a copy of the legal document or advance directive (PACE: 97% vs. Partially Capitated: 80%, MAP: 83%).
Comparison by Gender (Table B8)
- Seventy-one percent (71%) of male 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 lower than female respondents (77%).
- In addition, male respondents were less likely than female respondents to report having a legal document or advance directive appointing someone to make health care decisions if they are unable to do so (64% vs. 70%).
Comparison by Race/Ethnicity (Table B9)
- Eighty-five percent (85%) of Asian respondents indicated someone from the plan explained the CDPA Option, significantly higher than any other race category (White: 76%, Black: 80%, Other: 70%).
- Overall, 85% of white respondents rated the quality of care they received from long-term care providers and services as excellent/good, a rate significantly higher than black and Asian respondents (78% and 80%, respectively).
- In addition, 86% of white respondents rated the timeliness of care as excellent/good, while 79% of black respondents and 82% of Asian respondents rated the timeliness as excellent/good. The rate for white respondents was significantly higher than the rates for black and Asian respondents.
- Eighty-six percent (86%) 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 77%, respectively).
- Of Asian respondents, 51% reported that they had legal documentation or advance directive appointing someone to make health care decisions if they are unable to, significantly lower than any other race category (White: 73%, Black: 71%, Other: 79%).
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 CDPA option than respondents with at least a high school diploma (83% vs. 76%).
- Respondents with an education level of less than high school were less likely to indicate they always/usually get timely regular appointments with long-term care providers (80% vs. 84%).
- Additionally, 78% 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 (73%).
Comparison by Age (Table B11)
- Respondents ages 18-64 were less likely to report that their family members or caregivers were involved in making decisions about their health care than respondents over the age of 65 (67% vs. 73%).
- Additionally, respondents ages 18-64 were less likely to have a legal document or advance directive appointing someone to make health care decisions if they are unable to do so (62% vs. 69%).
Comparison by Primary Language (Table B12)
- English-speaking respondents were less likely to report that the health plan had explained the CDPA option as compared to non-English speaking respondents (73% vs. 85%).
- Thirty-three percent (33%) of English-speaking respondents reported that they could get urgent appointments with their doctors the same day, significantly lower than non-English speaking respondents (43%).
- When asked if members had a legal document or advance directive appointing someone to make health care decisions for them, 78% of English speaking respondents reported they did have an advance directive, while 56% of non-English speaking respondents reported they had an advance directive. The rate for English speaking respondents was significantly higher than non-English respondents.
Comparison by Self-Reported Health Status (Table B13)
- Eighty-four percent (84%) of respondents who rated their current state of health as good/fair/poor reported that the health plan always/usually explained all of their services clearly, significantly lower than respondents who rated their current state of health as excellent/very good (92%).
- When asked if their family members, caregivers, or they were involved in making health care decisions, respondents who rated their current state of health as good/fair/poor were less likely to respond positively (always/usually) than respondents who rated their current state of health as excellent/very good (70% vs. 75%).
- In regard to receiving helpful, timely, and courteous customer service when members called the plan with a question, complaint, or grievance, 75% of respondents who rated their current state of health as good/fair/poor reported they always/usually received helpful, timely, and courteous customer service while 84% of respondents who rated their current state of health as excellent/very good reported the same. The rate for respondents with good/fair/poor health was significantly lower.
- Eighty-one percent (81%) of respondents who rated their current state of health as good/fair/poor 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, 91% of respondents who reported their health status as excellent/very good responded to these survey items with an excellent/good rating. The rate for respondents who rated their health as good/fair/poor was significantly lower.
- Overall, 84% of respondents who rated their current state of health as good/fair/poor rated their MLTC plan as excellent/good while 93% of respondents who rated their current state of health as excellent/very good rated their MLTC plan as excellent/very good. The rate for respondents who rated their current state of health as good/fair/poor was significantly lower than the rate for respondents who rated their current state of health as excellent/very good.
- In regard to quality of care provided by long-term care providers and services, 79% 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 (87%).
- Eighty percent (80%) of respondents who rated their current state of health as good/fair/poor reported that long-term care providers and services were always/usually on time, significantly lower than respondents who rated their current state of health as excellent/very good (87%).
- Respondents who rated their current state of health as good/fair/poor were less likely to report always/usually being able to get regular appointments with long-term care providers and services as soon as they thought they needed it (80% vs. 84%).
- Respondents who rated their current state of health as good/fair/poor were less likely than respondents who rated their current state of health as excellent/very good to report that they had a legal document or advance directive appointing someone to make health care decisions if they are unable to do so (64% vs. 74%).
Section 4: Limitations
As with any survey that relies on self-reported responses, there is the possibility of recall bias, since some questions require the member to answer questions based on a time period within six months. Limitations that may affect response rates of plans were most notable. Throughout the year that the survey was conducted, a few MLTC plans have ceased operations and/or sold their product line(s) to existing MLTC plans. For example, GuildNet MLTC plan ceased operations in Nassau, Suffolk and Westchester Counties. The members affected by this change were absorbed by other MLTC plans. In another instance, CenterLight Select eliminated its MLTC product line. The majority of these members were transitioned to Centers Plan for Healthy Living. As a result of this change, the response rate for CenterLight Select decreased and the response rate for Centers Plan for Healthy Living increased. It should also be noted that participants may have rated their plan unfavorably after being moved to a new MLTC plan.
IPRO was made aware that a few MLTC plans had communicated with members via postcards, calls or other means to encourage members to complete the survey, which could have affected response rates. Other limitations observed by IPRO included the Medicare member satisfaction survey, which was being conducted in the same general timeframe as the IPRO/NYSDOH member satisfaction survey. Some members in MLTC plans that are also Medicare beneficiaries may have received this survey, which may have caused confusion among those members, given the similarity of the items on both surveys.
|top of section| |top of page|Section 5: Supplemental Phone Survey
IPRO conducted an abbreviated phone survey in follow up to the mailed survey. The purpose of the phone survey was to investigate possible bias that may have occurred due to MLTC care managers assisting members in completing the mailed survey, specifically with regard to care manager and plan-related survey items. In light of this potential issue, IPRO and the NYSDOH thought it necessary to conduct a study to compare responses between members completing the phone survey and members who completed the mailed survey. During the course of the survey response period, IPRO became aware of the possibility that care managers from several plans had intervened with members in completing the survey. Therefore, there was added interest in learning whether or not responses among members from these plans differed from other plans. An abbreviated phone survey consisting of 16 questions from the original survey was crafted and was conducted across a random sample of members from all of the MLTC plans, with an oversample of members drawn from selected plans with a notably higher level of care manager assistance in completing the survey (Question 69). The random sample for the phone survey consisted of 1,150 members. IPRO was successful in completing the phone survey with 112 members in the sample. In every instance, IPRO completed the survey with the members directly, or with a family member, to eliminate the possibility of health aides and care managers answering questions on the members´ behalf.
Responses to both versions of the survey (phone and mail) indicated that members are satisfied with the services they receive from their care manager, health aide, and health plan. There were no significant differences between the two survey groups with regard to questions related to plan rating and quality of services provided by care managers. IPRO´s phone survey results therefore support the credibility of the mail survey responses.
|top of section| |top of page|Section 6: Conclusions and Recommendations
Overall survey findings were favorable. The tables presented in this report indicate that the majority of MLTC respondents are satisfied with their MLTC plan. The majority of members rated the quality of MLTC services to be good or excellent, and the majority of members 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 2015 survey, among these were home delivered meals and home health and personal care agencies.
Significant improvements have been made in advance care planning from the last survey year to the current survey year. A larger percentage of members indicated that someone from the plan spoke to them about appointing someone to make decisions about their plan of care if they are unable to do so. Further, a larger percentage of members indicated that they have a legal document or advance directive appointing someone to make decisions if they are unable to do so. Members also indicated that the plan has a copy of the legal document or advance directive, which underscores the increased efforts made by plans to ensure members are thinking about advance care planning through the performance improvement projects (PIPs) being conducted.
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 slightly from the 2015 survey (82% to 80% - 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 are 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 2015 (73% to 75%), continues to be among the lowest of the long-term care providers and 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. Plans conducting dental preventive screening PIPs may wish to include this as part of their interventions and process measures, as issues with access to dental services may yield lower dental exam rates. - Audiology/hearing aids, while improved from the 2015 survey, had the lowest good/excellent quality of care ratings, at 73%, versus 68% in 2015 (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. Plans pursuing hearing exams as a topic for their preventive screening PIP should consider interventions that address these survey results, as well as any findings from complaint/grievance logs pertaining to dissatisfaction with audiology services. - 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 or advance directive in place, significantly increased from 2015 to 2017 (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 and care management involvement (language and culture specific where applicable)
- Language and culture specific member education materials
- Advance directive discussions at start of enrollment processes
- Advance directive discussions during clinical re-assessment visits
- Increased telephone follow-up initiatives
- The percentage of respondents indicating that they had same day urgent access to providers has declined since the last survey year and continues to be low. The highest percentage was reported for PCPs (49%), with same day urgent access for foot doctors, eye care, audiology, and dentists notably lower (Table B4).
IPRO continues to acknowledge 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 slightly improved over 2015 results, still indicates room for improvement (Table B1, 66%).
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. - Respondents with a level of education less than high school were more likely to report that the plan had explained the CDPA option than respondents with at least a high school diploma (83% vs. 76%) (Table B10). It should be noted that this difference is statistically significant. Additionally, 78% 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, which was significantly higher than respondents with at least a high school diploma (73%) (Table B10).
These results may be indicating that verbal discussions may be limited to members with an obvious inability to understand these concepts. While it is encouraging to see that discussions are taking place with these members, plans should take steps to ensure that discussions are occurring across all membership groups. Members with a high school education or better may also have difficulty understanding these concepts and should not be overlooked. - Similar to last year, 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. 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 members 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. Cultural competency training for plan staff may also be warranted, as well as increased use of language line services if a language barrier exists.
Appendix A. Frequency Tables
All respondents | Partial Cap 2015 | Partial CAP 2017 | PACE 2015 | PACE 2017 | MAP 2015 | MAP 2017 | Statewide 2015 | Statewide 2017 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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 | 3,685 | 96 | 542 | 98 | 725 | 99 | 632 | 98 | 482 | 96 | 4,139 | 97 | 4,892 | 96 | |
No | 112 | 4 | 160 | 4 | 9 | 2 | 7 | 1 | 16 | 2 | 20 | 4 | 137 | 3 | 187 | 4 | |
TOTAL | 3,077 | 3,845 | 551 | 732 | 648 | 502 | 4,276 | 5,079 | |||||||||
2a | Where do you live? | ||||||||||||||||
At home | 2,964 | 98 | 3,580 | 94 | 493 | 93 | 657 | 93 | 637 | 99 | 486 | 98 | 4,094 | 97 | 4,723 | 95 | |
Nursing home | 68 | 2 | 209 | 6 | 37 | 7 | 49 | 7 | 8 | 1 | 8 | 2 | 113 | 3 | 266 | 5 | |
TOTAL | 3,032 | 3,789 | 530 | 706 | 645 | 494 | 4,207 | 4,989 | |||||||||
3 | MLTC plan explains services clearly? | ||||||||||||||||
Always | 1,507 | 56 | 1,831 | 55 | 222 | 51 | 307 | 51 | 353 | 60 | 289 | 64 | 2,082 | 56 | 2,427 | 56 | |
Usually | 823 | 30 | 1,061 | 32 | 150 | 34 | 211 | 35 | 155 | 26 | 112 | 25 | 1,128 | 30 | 1,384 | 32 | |
Sometimes | 318 | 12 | 342 | 10 | 56 | 13 | 73 | 12 | 70 | 12 | 42 | 9 | 444 | 12 | 457 | 11 | |
Never | 61 | 2 | 67 | 2 | 10 | 2 | 11 | 2 | 13 | 2 | 6 | 1 | 84 | 2 | 84 | 2 | |
TOTAL | 2,709 | 3,301 | 438 | 602 | 591 | 449 | 3,738 | 4,352 | |||||||||
Don´t know or not sure | 134 | 154 | 31 | 27 | 28 | 17 | 193 | 198 | |||||||||
4 | Are you involved in making decisions about plan of care? | ||||||||||||||||
Always | 1,394 | 52 | 1,793 | 55 | 207 | 46 | 286 | 48 | 321 | 54 | 236 | 52 | 1,922 | 52 | 2,315 | 53 | |
Usually | 659 | 25 | 828 | 25 | 144 | 32 | 160 | 27 | 127 | 21 | 98 | 22 | 930 | 25 | 1,086 | 25 | |
Sometimes | 392 | 15 | 408 | 12 | 64 | 14 | 111 | 19 | 95 | 16 | 79 | 17 | 551 | 15 | 598 | 14 | |
Never | 223 | 8 | 252 | 8 | 33 | 7 | 38 | 6 | 51 | 9 | 40 | 9 | 307 | 8 | 330 | 8 | |
TOTAL | 2,668 | 3,281 | 448 | 595 | 594 | 453 | 3,710 | 4,329 | |||||||||
Don´t know or not sure | 168 | 163 | 25 | 33 | 26 | 19 | 219 | 215 | |||||||||
5 | Is your family/caregiver involved in making decisions about plan of care? | ||||||||||||||||
Always | 1,247 | 46 | 1,529 | 46 | 226 | 48 | 311 | 51 | 308 | 51 | 213 | 47 | 1,781 | 47 | 2,053 | 47 | |
Usually | 478 | 18 | 662 | 20 | 101 | 22 | 109 | 18 | 70 | 12 | 71 | 16 | 649 | 17 | 842 | 19 | |
Sometimes | 494 | 18 | 573 | 17 | 77 | 16 | 99 | 16 | 108 | 18 | 89 | 19 | 679 | 18 | 761 | 17 | |
Never | 467 | 17 | 565 | 17 | 65 | 14 | 96 | 16 | 117 | 19 | 84 | 18 | 649 | 17 | 745 | 17 | |
TOTAL | 2,686 | 3,329 | 469 | 615 | 603 | 457 | 3,758 | 4,401 | |||||||||
Don´t know or not sure | 142 | 115 | 10 | 14 | 17 | 13 | 169 | 142 | |||||||||
6 | Called the plan for help or a complaint/grievance? | ||||||||||||||||
Yes | 1,312 | 47 | 1,675 | 50 | 246 | 54 | 343 | 56 | 290 | 48 | 232 | 51 | 1,848 | 48 | 2,250 | 51 | |
No | 1,451 | 53 | 1,697 | 50 | 211 | 46 | 274 | 44 | 315 | 52 | 225 | 49 | 1,977 | 52 | 2,196 | 49 | |
TOTAL | 2,763 | 3,372 | 457 | 617 | 605 | 457 | 3,825 | 4,446 | |||||||||
7 ♦ | Speak with a person quickly? | ||||||||||||||||
Always | 479 | 38 | 587 | 36 | 80 | 33 | 112 | 33 | 92 | 32 | 82 | 36 | 651 | 36 | 781 | 36 | |
Usually | 482 | 38 | 610 | 37 | 108 | 45 | 127 | 38 | 93 | 33 | 90 | 39 | 683 | 38 | 827 | 38 | |
Sometimes | 255 | 20 | 366 | 22 | 50 | 21 | 88 | 26 | 82 | 29 | 48 | 21 | 387 | 22 | 502 | 23 | |
Never | 57 | 4 | 71 | 4 | 3 | 1 | 8 | 2 | 19 | 7 | 8 | 4 | 79 | 4 | 87 | 4 | |
TOTAL | 1,273 | 1,634 | 241 | 335 | 286 | 228 | 1,800 | 2,197 | |||||||||
Don´t know or not sure | 11 | 16 | 0 | 3 | 0 | 1 | 11 | 20 | |||||||||
8 ♦ | Were questions answered quickly? | ||||||||||||||||
Always | 501 | 39 | 636 | 39 | 80 | 33 | 102 | 31 | 100 | 35 | 88 | 38 | 681 | 38 | 826 | 38 | |
Usually | 470 | 37 | 604 | 37 | 99 | 41 | 131 | 39 | 97 | 34 | 79 | 35 | 666 | 37 | 814 | 37 | |
Sometimes | 246 | 19 | 337 | 21 | 56 | 23 | 87 | 26 | 74 | 26 | 58 | 25 | 376 | 21 | 482 | 22 | |
Never | 60 | 5 | 62 | 4 | 5 | 2 | 14 | 4 | 13 | 5 | 4 | 2 | 78 | 4 | 80 | 4 | |
TOTAL | 1,277 | 1,639 | 240 | 334 | 284 | 229 | 1,801 | 2,202 | |||||||||
Don´t know or not sure | 11 | 18 | 1 | 6 | 3 | 0 | 15 | 24 | |||||||||
9 ♦ | Were you able to understand the answers? | ||||||||||||||||
Always | 664 | 52 | 805 | 49 | 114 | 48 | 158 | 47 | 122 | 43 | 112 | 50 | 900 | 50 | 1,075 | 49 | |
Usually | 379 | 30 | 552 | 34 | 92 | 38 | 126 | 38 | 92 | 32 | 74 | 33 | 563 | 31 | 752 | 34 | |
Sometimes | 202 | 16 | 245 | 15 | 29 | 12 | 45 | 14 | 64 | 22 | 37 | 16 | 295 | 16 | 327 | 15 | |
Never | 20 | 2 | 28 | 2 | 5 | 2 | 4 | 1 | 8 | 3 | 2 | 1 | 33 | 2 | 34 | 2 | |
TOTAL | 1,265 | 1,630 | 240 | 333 | 286 | 225 | 1,791 | 2,188 | |||||||||
Don´t know or not sure | 18 | 20 | 2 | 6 | 1 | 3 | 21 | 29 | |||||||||
10 ♦ | Were you treated with politeness and respect? | ||||||||||||||||
Always | 919 | 72 | 1,136 | 70 | 164 | 68 | 232 | 69 | 200 | 70 | 164 | 72 | 1,283 | 71 | 1,532 | 70 | |
Usually | 274 | 21 | 380 | 23 | 58 | 24 | 79 | 24 | 55 | 19 | 48 | 21 | 387 | 21 | 507 | 23 | |
Sometimes | 75 | 6 | 102 | 6 | 17 | 7 | 24 | 7 | 28 | 10 | 16 | 7 | 120 | 7 | 142 | 6 | |
Never | 16 | 1 | 16 | 1 | 1 | 0 | 1 | 0 | 2 | 1 | 1 | 0 | 19 | 1 | 18 | 1 | |
TOTAL | 1,284 | 1,634 | 240 | 336 | 285 | 229 | 1,809 | 2,199 | |||||||||
Don´t know or not sure | 2 | 12 | 2 | 1 | 2 | 0 | 6 | 13 | |||||||||
11 ♦ | Complaint or grievance handled to satisfaction? | ||||||||||||||||
Always | 378 | 39 | 460 | 36 | 58 | 31 | 87 | 31 | 75 | 33 | 80 | 41 | 511 | 37 | 627 | 36 | |
Usually | 292 | 30 | 410 | 32 | 72 | 38 | 92 | 33 | 70 | 31 | 50 | 26 | 434 | 31 | 552 | 31 | |
Sometimes | 205 | 21 | 273 | 21 | 48 | 25 | 87 | 31 | 63 | 28 | 43 | 22 | 316 | 23 | 403 | 23 | |
Never | 104 | 11 | 138 | 11 | 12 | 6 | 15 | 5 | 20 | 9 | 23 | 12 | 136 | 10 | 176 | 10 | |
TOTAL | 979 | 1,281 | 190 | 281 | 228 | 196 | 1,397 | 1,758 | |||||||||
I did not call the plan with a complaint | 307 | 367 | 53 | 57 | 53 | 34 | 413 | 458 | |||||||||
12 | Has asked to see all of the prescriptions/over the counter medicines? | ||||||||||||||||
Yes | 2,520 | 94 | 3,101 | 95 | 397 | 92 | 549 | 93 | 566 | 95 | 434 | 95 | 3,483 | 94 | 4,084 | 94 | |
No | 157 | 6 | 176 | 5 | 35 | 8 | 41 | 7 | 27 | 5 | 25 | 5 | 219 | 6 | 242 | 6 | |
TOTAL | 2,677 | 3,277 | 432 | 590 | 593 | 459 | 3,702 | 4,326 | |||||||||
Don´t know or not sure | 174 | 179 | 41 | 35 | 26 | 17 | 241 | 231 | |||||||||
13 | Explain the CDPA option? | ||||||||||||||||
Yes | 1,413 | 77 | 1,920 | 81 | 156 | 58 | 222 | 61 | 292 | 74 | 264 | 84 | 1,861 | 75 | 2,406 | 79 | |
No | 418 | 23 | 439 | 19 | 111 | 42 | 140 | 39 | 105 | 26 | 52 | 16 | 634 | 25 | 631 | 21 | |
TOTAL | 1,831 | 2,359 | 267 | 362 | 397 | 316 | 2,495 | 3,037 | |||||||||
Don´t know or not sure | 1,002 | 1,061 | 201 | 257 | 211 | 151 | 1,414 | 1,469 | |||||||||
14a | Take meds the way your doctor wants you to | ||||||||||||||||
Excellent | 1,114 | 51 | 1,414 | 53 | 236 | 55 | 324 | 58 | 273 | 53 | 205 | 53 | 1,623 | 52 | 1,943 | 54 | |
Good | 817 | 37 | 970 | 36 | 156 | 36 | 187 | 34 | 185 | 36 | 141 | 37 | 1,158 | 37 | 1,298 | 36 | |
Fair | 189 | 9 | 204 | 8 | 28 | 7 | 35 | 6 | 36 | 7 | 24 | 6 | 253 | 8 | 263 | 7 | |
Poor | 74 | 3 | 96 | 4 | 10 | 2 | 12 | 2 | 20 | 4 | 15 | 4 | 104 | 3 | 123 | 3 | |
TOTAL | 2,194 | 2,684 | 430 | 558 | 514 | 385 | 3,138 | 3,627 | |||||||||
Not Applicable | 529 | 620 | 38 | 51 | 85 | 71 | 652 | 742 | |||||||||
14b | Manage your illness | ||||||||||||||||
Excellent | 913 | 44 | 1,159 | 46 | 205 | 50 | 286 | 52 | 239 | 47 | 180 | 48 | 1,357 | 46 | 1,625 | 47 | |
Good | 823 | 40 | 1,005 | 40 | 167 | 40 | 206 | 37 | 197 | 39 | 138 | 37 | 1,187 | 40 | 1,349 | 39 | |
Fair | 236 | 11 | 258 | 10 | 32 | 8 | 48 | 9 | 47 | 9 | 44 | 12 | 315 | 11 | 350 | 10 | |
Poor | 89 | 4 | 115 | 5 | 10 | 2 | 11 | 2 | 23 | 5 | 14 | 4 | 122 | 4 | 140 | 4 | |
TOTAL | 2,061 | 2,537 | 414 | 551 | 506 | 376 | 2,981 | 3,464 | |||||||||
Not Applicable | 604 | 730 | 48 | 51 | 88 | 71 | 740 | 852 | |||||||||
14c | Help when feeling sad and lonely | ||||||||||||||||
Excellent | 653 | 36 | 879 | 38 | 115 | 33 | 176 | 38 | 133 | 33 | 114 | 37 | 901 | 35 | 1,169 | 38 | |
Good | 655 | 36 | 821 | 36 | 139 | 39 | 166 | 36 | 153 | 38 | 106 | 35 | 947 | 37 | 1,093 | 36 | |
Fair | 320 | 18 | 375 | 16 | 66 | 19 | 87 | 19 | 70 | 17 | 60 | 20 | 456 | 18 | 522 | 17 | |
Poor | 168 | 9 | 219 | 10 | 32 | 9 | 32 | 7 | 45 | 11 | 25 | 8 | 245 | 10 | 276 | 9 | |
TOTAL | 1,796 | 2,294 | 352 | 461 | 401 | 305 | 2,549 | 3,060 | |||||||||
Not Applicable | 848 | 952 | 109 | 136 | 189 | 144v | 1,146v | 1,232 | |||||||||
14d | Allow to stay in home and not in nursing home | ||||||||||||||||
Excellent | 1,331 | 64 | 1,706 | 65 | 272 | 68 | 384 | 72 | 328 | 69 | 218 | 63 | 1,931 | 66 | 2,308 | 66 | |
Good | 586 | 28 | 730 | 28 | 100 | 25 | 130 | 24 | 118 | 25 | 99 | 29 | 804 | 27 | 959 | 27 | |
Fair | 109 | 5 | 129 | 5 | 17 | 4 | 11 | 2 | 16 | 3 | 20 | 6 | 142 | 5 | 160 | 5 | |
Poor | 43 | 2 | 58 | 2 | 9 | 2 | 11 | 2 | 10 | 2 | 7 | 2 | 62 | 2 | 76 | 2 | |
TOTAL | 2,069 | 2,623 | 398 | 536 | 472 | 344 | 2,939 | 3,503 | |||||||||
Not Applicable | 560 | 632 | 63 | 69 | 126 | 108 | 749 | 809 | |||||||||
15 | How would you rate your plan? | ||||||||||||||||
Excellent | 1,095 | 41 | 1,430 | 44 | 202 | 45 | 257 | 42 | 286 | 48 | 203 | 45 | 1,583 | 42 | 1,890 | 44 | |
Good | 1,230 | 46 | 1,438 | 44 | 189 | 42 | 270 | 45 | 253 | 42 | 196 | 43 | 1,672 | 45 | 1,904 | 44 | |
Fair | 301 | 11 | 340 | 10 | 54 | 12 | 71 | 12 | 46 | 8 | 48 | 11 | 401 | 11 | 459 | 11 | |
Poor | 62 | 2 | 66 | 2 | 8 | 2 | 7 | 1 | 13 | 2 | 5 | 1 | 83 | 2 | 78 | 2 | |
TOTAL | 2,688 | 3,274 | 453 | 605 | 598 | 452 | 3,739 | 4,331 |
Note: Percentages have been rounded and may not total to 100%.
All respondents | Partial Cap 2015 | Partial CAP 2017 | PACE 2015 | PACE 2017 | MAP 2015 | MAP 2017 | Statewide 2015 | Statewide 2017 | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % | |||||
Section 2A: Quality of Care Providers | ||||||||||||||||||||||
16 | Regular Doctor | |||||||||||||||||||||
Excellent | 1,424 | 56 | 1,790 | 58 | 228 | 51 | 309 | 53 | 319 | 55 | 235 | 54 | 1,971 | 55 | 2,334 | 56 | ||||||
Good | 907 | 36 | 1,062 | 34 | 171 | 38 | 209 | 36 | 208 | 36 | 160 | 37 | 1,286 | 36 | 1,431 | 35 | ||||||
Fair | 163 | 6 | 190 | 6 | 35 | 8 | 48 | 8 | 41 | 7 | 30 | 7 | 239 | 7 | 268 | 6 | ||||||
Poor | 49 | 2 | 68 | 2 | 12 | 3 | 17 | 3 | 15 | 3 | 13 | 3 | 76 | 2 | 98 | 2 | ||||||
TOTAL | 2,543 | 3,110 | 446 | 583 | 583 | 438 | 3,572 | 4,131 | ||||||||||||||
Not Applicable | 170 | 226 | 17 | 21 | 23 | 23 | 210 | 270 | ||||||||||||||
17 | Dentist | |||||||||||||||||||||
Excellent | 536 | 32 | 710 | 33 | 120 | 36 | 159 | 36 | 95 | 25 | 86 | 31 | 751 | 32 | 955 | 33 | ||||||
Good | 678 | 41 | 874 | 41 | 139 | 41 | 184 | 42 | 175 | 47 | 122 | 43 | 992 | 42 | 1,180 | 41 | ||||||
Fair | 293 | 18 | 340 | 16 | 50 | 15 | 56 | 13 | 67 | 18 | 47 | 17 | 410 | 17 | 443 | 15 | ||||||
Poor | 162 | 10 | 216 | 10 | 28 | 8 | 41 | 9 | 39 | 10 | 26 | 9 | 229 | 10 | 283 | 10 | ||||||
TOTAL | 1,669 | 2,140 | 337 | 440 | 376 | 281 | 2,382 | 2,861 | ||||||||||||||
Not Applicable | 918 | 1,067 | 119 | 158 | 207 | 155 | 1,244 | 1,380 | ||||||||||||||
18 | Eye Care | |||||||||||||||||||||
Excellent | 906 | 42 | 1,127 | 42 | 160 | 41 | 203 | 39 | 231 | 44 | 156 | 40 | 1,297 | 42 | 1,486 | 41 | ||||||
Good | 855 | 39 | 1,095 | 41 | 145 | 37 | 231 | 44 | 215 | 41 | 161 | 41 | 1,215 | 39 | 1,487 | 41 | ||||||
Fair | 288 | 13 | 292 | 11 | 57 | 15 | 57 | 11 | 48 | 9 | 50 | 13 | 393 | 13 | 399 | 11 | ||||||
Poor | 118 | 5 | 162 | 6 | 29 | 7 | 31 | 6 | 27 | 5 | 23 | 6 | 174 | 6 | 216 | 6 | ||||||
TOTAL | 2,167 | 2,676 | 391 | 522 | 521 | 390 | 3,079 | 3,588 | ||||||||||||||
Not Applicable | 500 | 623 | 71 | 88 | 79 | 62 | 650 | 773 | ||||||||||||||
19 | Foot Doctor | |||||||||||||||||||||
Excellent | 840 | 44 | 946 | 44 | 118 | 37 | 171 | 39 | 171 | 42 | 141 | 43 | 1,129 | 43 | 1,258 | 43 | ||||||
Good | 747 | 39 | 832 | 39 | 143 | 44 | 169 | 39 | 160 | 39 | 129 | 39 | 1,050 | 40 | 1,130 | 39 | ||||||
Fair | 217 | 11 | 251 | 12 | 42 | 13 | 69 | 16 | 54 | 13 | 42 | 13 | 313 | 12 | 362 | 12 | ||||||
Poor | 99 | 5 | 120 | 6 | 19 | 6 | 25 | 6 | 27 | 7 | 19 | 6 | 145 | 5 | 164 | 6 | ||||||
TOTAL | 1,903 | 2,149 | 322 | 434 | 412 | 331 | 2,637 | 2,914 | ||||||||||||||
Not Applicable | 679 | 1,017 | 125 | 150 | 166 | 102 | 970 | 1,269 | ||||||||||||||
20a | Home Health Aide | |||||||||||||||||||||
Excellent | 1,361 | 56 | 1,788 | 59 | 187 | 50 | 223 | 46 | 314 | 58 | 240 | 57 | 1,862 | 56 | 2,251 | 57 | ||||||
Good | 762 | 31 | 921 | 31 | 127 | 34 | 172 | 35 | 150 | 28 | 130 | 31 | 1,039 | 31 | 1,223 | 31 | ||||||
Fair | 229 | 9 | 212 | 7 | 40 | 11 | 70 | 14 | 50 | 9 | 36 | 9 | 319 | 10 | 318 | 8 | ||||||
Poor | 85 | 3 | 90 | 3 | 19 | 5 | 20 | 4 | 27 | 5 | 16 | 4 | 131 | 4 | 126 | 3 | ||||||
TOTAL | 2,437 | 3,011 | 373 | 485 | 541 | 422 | 3,351 | 3,918 | ||||||||||||||
Not Applicable | 154 | 189 | 70 | 97 | 29 | 25 | 253 | 311 | ||||||||||||||
20b | Home Health Agency | |||||||||||||||||||||
Excellent | 1,059 | 42 | 1,358 | 44 | 154 | 43 | 159 | 35 | 210 | 37 | 172 | 40 | 1,423 | 41 | 1,689 | 42 | ||||||
Good | 947 | 38 | 1,184 | 38 | 138 | 38 | 180 | 40 | 220 | 39 | 164 | 38 | 1,305 | 38 | 1,528 | 38 | ||||||
Fair | 354 | 14 | 386 | 12 | 50 | 14 | 86 | 19 | 111 | 19 | 66 | 15 | 515 | 15 | 538 | 14 | ||||||
Poor | 151 | 6 | 167 | 5 | 19 | 5 | 27 | 6 | 29 | 5 | 32 | 7 | 199 | 6 | 226 | 6 | ||||||
TOTAL | 2,511 | 3,095 | 361 | 452 | 570 | 434 | 3,442 | 3,981 | ||||||||||||||
Not Applicable | 155 | 194 | 84 | 142 | 26 | 20 | 265 | 356 | ||||||||||||||
21 | Care Manager | |||||||||||||||||||||
Excellent | 1,057 | 43 | 1,421 | 46 | 182 | 44 | 255 | 46 | 213 | 39 | 193 | 45 | 1,452 | 42 | 1,869 | 46 | ||||||
Good | 998 | 40 | 1,216 | 39 | 168 | 41 | 194 | 35 | 232 | 42 | 168 | 39 | 1,398 | 41 | 1,578 | 39 | ||||||
Fair | 303 | 12 | 322 | 10 | 44 | 11 | 85 | 15 | 69 | 13 | 45 | 10 | 416 | 12 | 452 | 11 | ||||||
Poor | 121 | 5 | 134 | 4 | 20 | 5 | 17 | 3 | 38 | 7 | 24 | 6 | 179 | 5 | 175 | 4 | ||||||
TOTAL | 2,479 | 3,093 | 414 | 551 | 552 | 430 | 3,445 | 4,074 | ||||||||||||||
Not Applicable | 173 | 201 | 37 | 47 | 37 | 21 | 247 | 269 | ||||||||||||||
22a | Regular Visiting Nurse | |||||||||||||||||||||
Excellent | 1,058 | 44 | 1,396 | 48 | 207 | 52 | 273 | 51 | 226 | 42 | 151 | 37 | 1,491 | 44 | 1,840 | 47 | ||||||
Good | 949 | 39 | 1,125 | 38 | 144 | 36 | 200 | 37 | 215 | 40 | 166 | 41 | 1,308 | 39 | 1,491 | 38 | ||||||
Fair | 292 | 12 | 296 | 10 | 35 | 9 | 49 | 9 | 62 | 11 | 61 | 15 | 389 | 12 | 406 | 10 | ||||||
Poor | 113 | 5 | 118 | 4 | 15 | 4 | 18 | 3 | 39 | 7 | 25 | 6 | 167 | 5 | 161 | 4 | ||||||
TOTAL | 2,412 | 2,935 | 401 | 540 | 542 | 403 | 3,355 | 3,898 | ||||||||||||||
Not Applicable | 286 | 393 | 63 | 70 | 54 | 36 | 403 | 499 | ||||||||||||||
22b | Covering/On Call Nurse | |||||||||||||||||||||
Excellent | 543 | 35 | 735 | 39 | 121 | 38 | 157 | 39 | 129 | 37 | 94 | 33 | 793 | 36 | 986 | 39 | ||||||
Good | 651 | 42 | 773 | 41 | 148 | 46 | 160 | 40 | 137 | 39 | 126 | 45 | 936 | 42 | 1,059 | 41 | ||||||
Fair | 247 | 16 | 227 | 12 | 43 | 13 | 64 | 16 | 50 | 14 | 40 | 14 | 340 | 15 | 331 | 13 | ||||||
Poor | 118 | 8 | 136 | 7 | 10 | 3 | 22 | 5 | 36 | 10 | 22 | 8 | 164 | 7 | 180 | 7 | ||||||
TOTAL | 1,559 | 1,871 | 322 | 403 | 352 | 282 | 2,233 | 2,556 | ||||||||||||||
Not Applicable | 1,017 | 1,303 | 135 | 201 | 218 | 159 | 1,370 | 1,663 | ||||||||||||||
23 | Physical Therapist | |||||||||||||||||||||
Excellent | 401 | 36 | 550 | 41 | 128 | 43 | 168 | 43 | 64 | 30 | 56 | 32 | 593 | 37 | 774 | 41 | ||||||
Good | 451 | 41 | 501 | 37 | 120 | 41 | 154 | 40 | 88 | 42 | 67 | 38 | 659 | 41 | 722 | 38 | ||||||
Fair | 156 | 14 | 182 | 14 | 31 | 11 | 54 | 14 | 37 | 17 | 30 | 17 | 224 | 14 | 266 | 14 | ||||||
Poor | 105 | 9 | 108 | 8 | 16 | 5 | 13 | 3 | 23 | 11 | 22 | 13 | 144 | 9 | 143 | 8 | ||||||
TOTAL | 1,113 | 1,341 | 295 | 389 | 212 | 175 | 1,620 | 1,905 | ||||||||||||||
Not Applicable | 1,413 | 1,804 | 157 | 205 | 355 | 253 | 1,925 | 2,262 | ||||||||||||||
24 | Occupational Therapist | |||||||||||||||||||||
Excellent | 226 | 36 | 305 | 40 | 94 | 43 | 136 | 45 | 40 | 31 | 33 | 34 | 360 | 37 | 474 | 40 | ||||||
Good | 231 | 37 | 278 | 36 | 94 | 43 | 114 | 37 | 57 | 45 | 40 | 41 | 382 | 39 | 432 | 37 | ||||||
Fair | 95 | 15 | 98 | 13 | 18 | 8 | 42 | 14 | 17 | 13 | 10 | 10 | 130 | 13 | 150 | 13 | ||||||
Poor | 79 | 13 | 88 | 11 | 15 | 7 | 13 | 4 | 13 | 10 | 15 | 15 | 107 | 11 | 116 | 10 | ||||||
TOTAL | 631 | 769 | 221 | 305 | 127 | 98 | 979 | 1,172 | ||||||||||||||
Not Applicable | 1,811 | 2,279 | 222 | 276 | 423 | 311 | 2,456 | 2,866 | ||||||||||||||
25 | Speech Therapist | |||||||||||||||||||||
Excellent | 130 | 40 | 167 | 41 | 33 | 49 | 43 | 46 | 21 | 36 | 23 | 41 | 184 | 41 | 233 | 42 | ||||||
Good | 97 | 30 | 140 | 34 | 20 | 29 | 28 | 30 | 22 | 37 | 17 | 30 | 139 | 31 | 185 | 33 | ||||||
Fair | 53 | 16 | 57 | 14 | 8 | 12 | 15 | 16 | 7 | 12 | 7 | 13 | 68 | 15 | 79 | 14 | ||||||
Poor | 44 | 14 | 48 | 12 | 7 | 10 | 7 | 8 | 9 | 15 | 9 | 16 | 60 | 13 | 64 | 11 | ||||||
TOTAL | 324 | 412 | 68 | 93 | 59 | 56 | 451 | 561 | ||||||||||||||
Not Applicable | 2,072 | 2,595 | 364 | 484 | 485 | 344 | 2,921 | 3,423 | ||||||||||||||
26 | Social Worker | |||||||||||||||||||||
Excellent | 535 | 38 | 644 | 40 | 185 | 48 | 267 | 51 | 99 | 32 | 84 | 36 | 819 | 39 | 995 | 42 | ||||||
Good | 543 | 39 | 644 | 40 | 135 | 35 | 166 | 32 | 127 | 41 | 85 | 37 | 805 | 38 | 895 | 38 | ||||||
Fair | 203 | 14 | 210 | 13 | 54 | 14 | 64 | 12 | 48 | 16 | 42 | 18 | 305 | 15 | 316 | 13 | ||||||
Poor | 125 | 9 | 126 | 8 | 11 | 3 | 26 | 5 | 35 | 11 | 20 | 9 | 171 | 8 | 172 | 7 | ||||||
TOTAL | 1,406 | 1,624 | 385 | 523 | 309 | 231 | 2,100 | 2,378 | ||||||||||||||
Not Applicable | 1,112 | 1,478 | 71 | 66 | 245 | 190 | 1,428 | 1,734 | ||||||||||||||
27 | Medical Supplies and Equipment | |||||||||||||||||||||
Excellent | 873 | 42 | 1,092 | 42 | 195 | 49 | 272 | 49 | 209 | 44 | 163 | 44 | 1,277 | 43 | 1,527 | 43 | ||||||
Good | 810 | 39 | 982 | 37 | 154 | 39 | 200 | 36 | 170 | 36 | 127 | 34 | 1,134 | 39 | 1,309 | 37 | ||||||
Fair | 257 | 12 | 363 | 14 | 33 | 8 | 52 | 9 | 67 | 14 | 52 | 14 | 357 | 12 | 467 | 13 | ||||||
Poor | 126 | 6 | 188 | 7 | 18 | 5 | 27 | 5 | 25 | 5 | 29 | 8 | 169 | 6 | 244 | 7 | ||||||
TOTAL | 2,066 | 2,625 | 400 | 551 | 471 | 371 | 2,937 | 3,547 | ||||||||||||||
Not Applicable | 550 | 607 | 57 | 59 | 109 | 81 | 716 | 747 | ||||||||||||||
28 | Audiology / Hearing Aids | |||||||||||||||||||||
Excellent | 185 | 32 | 291 | 38 | 60 | 39 | 72 | 36 | 46 | 33 | 37 | 33 | 291 | 34 | 400 | 37 | ||||||
Good | 197 | 34 | 277 | 36 | 48 | 31 | 77 | 38 | 53 | 38 | 33 | 30 | 298 | 34 | 387 | 36 | ||||||
Fair | 106 | 18 | 115 | 15 | 24 | 16 | 30 | 15 | 24 | 17 | 18 | 16 | 154 | 18 | 163 | 15 | ||||||
Poor | 85 | 15 | 91 | 12 | 22 | 14 | 22 | 11 | 16 | 12 | 23 | 21 | 123 | 14 | 136 | 13 | ||||||
TOTAL | 573 | 774 | 154 | 201 | 139 | 111 | 866 | 1,086 | ||||||||||||||
Not Applicable | 1,886 | 2,299 | 287 | 381 | 414 | 300 | 2,587 | 2,980 | ||||||||||||||
29 | Home Delivered Meals / Meals on Wheels | |||||||||||||||||||||
Excellent | 197 | 47 | 346 | 50 | 35 | 44 | 52 | 47 | 38 | 55 | 38 | 60 | 270 | 48 | 436 | 51 | ||||||
Good | 120 | 29 | 220 | 32 | 27 | 34 | 36 | 33 | 17 | 25 | 18 | 29 | 164 | 29 | 274 | 32 | ||||||
Fair | 60 | 14 | 76 | 11 | 13 | 16 | 13 | 12 | 3 | 4 | 2 | 3 | 76 | 13 | 91 | 11 | ||||||
Poor | 38 | 9 | 45 | 7 | 4 | 5 | 9 | 8 | 11 | 16 | 5 | 8 | 53 | 9 | 59 | 7 | ||||||
TOTAL | 415 | 687 | 79 | 110 | 69 | 63 | 563 | 860 | ||||||||||||||
Not Applicable | 2,033 | 2,380 | 353 | 476 | 481 | 352 | 2,867 | 3,208 | ||||||||||||||
30 | Meals served at Day Health Center | |||||||||||||||||||||
Excellent | 234 | 39 | 295 | 43 | 114 | 33 | 158 | 36 | 40 | 52 | 43 | 52 | 388 | 38 | 496 | 41 | ||||||
Good | 221 | 37 | 249 | 36 | 163 | 47 | 180 | 41 | 19 | 25 | 24 | 29 | 403 | 40 | 453 | 37 | ||||||
Fair | 87 | 15 | 109 | 16 | 53 | 15 | 77 | 17 | 12 | 16 | 7 | 8 | 152 | 15 | 193 | 16 | ||||||
Poor | 51 | 9 | 40 | 6 | 14 | 4 | 29 | 7 | 6 | 8 | 9 | 11 | 71 | 7 | 78 | 6 | ||||||
TOTAL | 593 | 693 | 344 | 444 | 77 | 83 | 1,014 | 1,220 | ||||||||||||||
Not Applicable | 1,875 | 2,386 | 114 | 156 | 469 | 331 | 2,458 | 2,873 | ||||||||||||||
31 | Day Health Center Activities | |||||||||||||||||||||
Excellent | 282 | 43 | 345 | 43 | 115 | 33 | 150 | 33 | 45 | 48 | 41 | 44 | 442 | 40 | 536 | 40 | ||||||
Good | 250 | 38 | 305 | 38 | 154 | 44 | 180 | 40 | 28 | 30 | 31 | 33 | 432 | 39 | 516 | 38 | ||||||
Fair | 96 | 15 | 101 | 13 | 61 | 17 | 96 | 21 | 14 | 15 | 11 | 12 | 171 | 16 | 208 | 16 | ||||||
Poor | 31 | 5 | 47 | 6 | 20 | 6 | 24 | 5 | 6 | 6 | 10 | 11 | 57 | 5 | 81 | 6 | ||||||
TOTAL | 659 | 798 | 350 | 450 | 93 | 93 | 1,102 | 1,341 | ||||||||||||||
Not Applicable | 1,798 | 2,292 | 110 | 152 | 456 | 319 | 2,364 | 2,763 | ||||||||||||||
32 | Transportation Services | |||||||||||||||||||||
Excellent | 765 | 38 | 971 | 41 | 187 | 44 | 204 | 37 | 158 | 37 | 137 | 40 | 1,110 | 39 | 1,312 | 40 | ||||||
Good | 764 | 38 | 888 | 37 | 178 | 42 | 234 | 42 | 151 | 35 | 112 | 33 | 1,093 | 38 | 1,234 | 38 | ||||||
Fair | 312 | 16 | 333 | 14 | 41 | 10 | 81 | 15 | 72 | 17 | 56 | 16 | 425 | 15 | 470 | 14 | ||||||
Poor | 159 | 8 | 197 | 8 | 15 | 4 | 32 | 6 | 51 | 12 | 37 | 11 | 225 | 8 | 266 | 8 | ||||||
TOTAL | 2,000 | 2,389 | 421 | 551 | 432 | 342 | 2,853 | 3,282 | ||||||||||||||
Not Applicable | 649 | 880 | 41 | 55 | 148 | 105 | 838 | 1,040 | ||||||||||||||
33 | Nursing Home | |||||||||||||||||||||
Excellent | 119 | 41 | 127 | 43 | 23 | 44 | 21 | 40 | 22 | 61 | 21 | 54 | 164 | 44 | 169 | 44 | ||||||
Good | 101 | 35 | 100 | 34 | 15 | 29 | 17 | 32 | 9 | 25 | 8 | 21 | 125 | 33 | 125 | 32 | ||||||
Fair | 45 | 16 | 36 | 12 | 10 | 19 | 6 | 11 | 3 | 8 | 5 | 13 | 58 | 15 | 47 | 12 | ||||||
Poor | 24 | 8 | 31 | 11 | 4 | 8 | 9 | 17 | 2 | 6 | 5 | 13 | 30 | 8 | 45 | 12 | ||||||
TOTAL | 289 | 294 | 52 | 53 | 36 | 39 | 377 | 386 | ||||||||||||||
Not Applicable | 2,095 | 2,694 | 373 | 515 | 502 | 362 | 2,970 | 3,571 | ||||||||||||||
34 | Pharmacy Services | |||||||||||||||||||||
Excellent | 1,160 | 51 | 1,417 | 50 | 194 | 46 | 282 | 50 | 267 | 49 | 200 | 48 | 1,621 | 50 | 1,899 | 50 | ||||||
Good | 924 | 41 | 1,074 | 38 | 196 | 46 | 233 | 41 | 204 | 37 | 160 | 39 | 1,324 | 41 | 1,467 | 39 | ||||||
Fair | 153 | 7 | 240 | 9 | 28 | 7 | 42 | 7 | 57 | 10 | 45 | 11 | 238 | 7 | 327 | 9 | ||||||
Poor | 44 | 2 | 75 | 3 | 5 | 1 | 11 | 2 | 20 | 4 | 9 | 2 | 69 | 2 | 95 | 3 | ||||||
TOTAL | 2,281 | 2,806 | 423 | 568 | 548 | 414 | 3,252 | 3,788 | ||||||||||||||
Not Applicable | 388 | 490 | 32 | 41 | 48 | 42 | 468 | 573 | ||||||||||||||
35 | Nutritionist | |||||||||||||||||||||
Excellent | 211 | 33 | 286 | 36 | 108 | 34 | 173 | 40 | 50 | 34 | 48 | 40 | 369 | 33 | 507 | 38 | ||||||
Good | 254 | 40 | 306 | 38 | 157 | 50 | 180 | 42 | 60 | 41 | 41 | 34 | 471 | 43 | 527 | 39 | ||||||
Fair | 108 | 17 | 144 | 18 | 39 | 12 | 60 | 14 | 17 | 12 | 21 | 18 | 164 | 15 | 225 | 17 | ||||||
Poor | 69 | 11 | 65 | 8 | 10 | 3 | 17 | 4 | 19 | 13 | 9 | 8 | 98 | 9 | 91 | 7 | ||||||
TOTAL | 642 | 801 | 314 | 430 | 146 | 119 | 1,102 | 1,350 | ||||||||||||||
Not Applicable | 1,820 | 2,267 | 137 | 163 | 407 | 306 | 2,364 | 2,736 |
All respondents | Partial Cap 2015 | Partial CAP 2017 | PACE 2015 | PACE 2017 | MAP 2015 | MAP 2017 | Statewide 2015 | Statewide 2017 | |||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % |
Section 2B: Timeliness | |||||||||||||||||
36 | Home Health Aide | ||||||||||||||||
Always | 1,781 | 72 | 2,187 | 72 | 229 | 61 | 271 | 55 | 403 | 75 | 288 | 69 | 2,413 | 71 | 2,746 | 70 | |
Usually | 501 | 20 | 618 | 20 | 108 | 29 | 147 | 30 | 109 | 20 | 91 | 22 | 718 | 21 | 856 | 22 | |
Sometimes | 147 | 6 | 156 | 5 | 31 | 8 | 74 | 15 | 20 | 4 | 31 | 7 | 198 | 6 | 261 | 7 | |
Never | 42 | 2 | 57 | 2 | 6 | 2 | 3 | 1 | 8 | 1 | 8 | 2 | 56 | 2 | 68 | 2 | |
TOTAL | 2,471 | 3,018 | 374 | 495 | 540 | 418 | 3,385 | 3,931 | |||||||||
Not Applicable | 185 | 216 | 73 | 105 | 41 | 31 | 299 | 352 | |||||||||
37 | Care Manager / Case Manager | ||||||||||||||||
Always | 1,149 | 51 | 1,552 | 55 | 200 | 53 | 272 | 51 | 241 | 49 | 191 | 50 | 1,590 | 51 | 2,015 | 54 | |
Usually | 728 | 32 | 876 | 31 | 127 | 33 | 166 | 31 | 160 | 32 | 132 | 35 | 1,015 | 32 | 1,174 | 31 | |
Sometimes | 289 | 13 | 296 | 10 | 38 | 10 | 73 | 14 | 66 | 13 | 41 | 11 | 393 | 13 | 410 | 11 | |
Never | 104 | 5 | 116 | 4 | 15 | 4 | 18 | 3 | 27 | 5 | 15 | 4 | 146 | 5 | 149 | 4 | |
TOTAL | 2,270 | 2,840 | 380 | 529 | 494 | 379 | 3,144 | 3,748 | |||||||||
Not Applicable | 324 | 360 | 63 | 58 | 72 | 64 | 459 | 482 | |||||||||
38a | Regular Visiting Nurse | ||||||||||||||||
Always | 1,168 | 51 | 1,463 | 53 | 227 | 62 | 295 | 57 | 236 | 46 | 189 | 47 | 1,631 | 51 | 1,947 | 53 | |
Usually | 699 | 30 | 820 | 30 | 89 | 24 | 145 | 28 | 163 | 32 | 125 | 31 | 951 | 30 | 1,090 | 30 | |
Sometimes | 336 | 15 | 368 | 13 | 41 | 11 | 64 | 12 | 93 | 18 | 72 | 18 | 470 | 15 | 504 | 14 | |
Never | 94 | 4 | 106 | 4 | 11 | 3 | 15 | 3 | 20 | 4 | 16 | 4 | 125 | 4 | 137 | 4 | |
TOTAL | 2,297 | 2,757 | 368 | 519 | 512 | 402 | 3,177 | 3,678 | |||||||||
Not Applicable | 360 | 474 | 80 | 80 | 69 | 50 | 509 | 604 | |||||||||
38b | Covering/On Call Nurse | ||||||||||||||||
Always | 643 | 44 | 756 | 44 | 145 | 48 | 182 | 48 | 136 | 41 | 97 | 37 | 924 | 44 | 1,035 | 44 | |
Usually | 431 | 30 | 546 | 32 | 99 | 33 | 120 | 32 | 106 | 32 | 82 | 31 | 636 | 30 | 748 | 32 | |
Sometimes | 250 | 17 | 265 | 15 | 42 | 14 | 57 | 15 | 52 | 16 | 54 | 21 | 344 | 16 | 376 | 16 | |
Never | 135 | 9 | 161 | 9 | 15 | 5 | 21 | 6 | 38 | 11 | 30 | 11 | 188 | 9 | 212 | 9 | |
TOTAL | 1,459 | 1,728 | 301 | 380 | 332 | 263 | 2,092 | 2,371 | |||||||||
Not Applicable | 1,080 | 1,371 | 148 | 208 | 227 | 166 | 1,455 | 1,745 | |||||||||
39 | Physical Therapist | ||||||||||||||||
Always | 368 | 43 | 533 | 48 | 120 | 49 | 171 | 51 | 64 | 38 | 47 | 34 | 552 | 43 | 751 | 48 | |
Usually | 268 | 31 | 307 | 28 | 77 | 31 | 95 | 29 | 43 | 25 | 38 | 27 | 388 | 31 | 440 | 28 | |
Sometimes | 114 | 13 | 146 | 13 | 31 | 13 | 47 | 14 | 27 | 16 | 30 | 21 | 172 | 14 | 223 | 14 | |
Never | 106 | 12 | 119 | 11 | 17 | 7 | 20 | 6 | 35 | 21 | 25 | 18 | 158 | 12 | 164 | 10 | |
TOTAL | 856 | 1,105 | 245 | 333 | 169 | 140 | 1,270 | 1,578 | |||||||||
Not Applicable | 1,629 | 1,947 | 198 | 243 | 376 | 280 | 2,203 | 2,470 | |||||||||
40 | Occupational Therapist | ||||||||||||||||
Always | 205 | 41 | 301 | 47 | 92 | 52 | 128 | 51 | 40 | 39 | 26 | 30 | 337 | 43 | 455 | 47 | |
Usually | 128 | 26 | 144 | 23 | 55 | 31 | 71 | 28 | 21 | 21 | 20 | 23 | 204 | 26 | 235 | 24 | |
Sometimes | 72 | 14 | 79 | 12 | 19 | 11 | 33 | 13 | 9 | 9 | 13 | 15 | 100 | 13 | 125 | 13 | |
Never | 92 | 19 | 111 | 17 | 12 | 7 | 19 | 8 | 32 | 31 | 29 | 33 | 136 | 18 | 159 | 16 | |
TOTAL | 497 | 635 | 178 | 251 | 102 | 88 | 777 | 974 | |||||||||
Not Applicable | 1,934 | 2,356 | 262 | 319 | 423 | 319 | 2,619 | 2,994 | |||||||||
41 | Speech Therapist | ||||||||||||||||
Always | 113 | 40 | 161 | 45 | 30 | 50 | 38 | 51 | 18 | 30 | 17 | 31 | 161 | 40 | 216 | 45 | |
Usually | 61 | 21 | 65 | 18 | 13 | 22 | 16 | 22 | 8 | 13 | 9 | 17 | 82 | 20 | 90 | 19 | |
Sometimes | 37 | 13 | 27 | 8 | 5 | 8 | 6 | 8 | 5 | 8 | 3 | 6 | 47 | 12 | 36 | 7 | |
Never | 74 | 26 | 104 | 29 | 12 | 20 | 14 | 19 | 30 | 49 | 25 | 46 | 116 | 29 | 143 | 29 | |
TOTAL | 285 | 357 | 60 | 74 | 61 | 54 | 406 | 485 | |||||||||
Not Applicable | 2,134 | 2,626 | 373 | 489 | 459 | 352 | 2,966 | 3,467 | |||||||||
42 | Social Worker | ||||||||||||||||
Always | 507 | 43 | 632 | 45 | 192 | 56 | 271 | 56 | 109 | 41 | 74 | 37 | 808 | 45 | 977 | 47 | |
Usually | 352 | 30 | 416 | 30 | 86 | 25 | 122 | 25 | 75 | 28 | 66 | 33 | 513 | 28 | 604 | 29 | |
Sometimes | 211 | 18 | 206 | 15 | 45 | 13 | 70 | 14 | 47 | 18 | 36 | 18 | 303 | 17 | 312 | 15 | |
Never | 121 | 10 | 138 | 10 | 22 | 6 | 22 | 5 | 35 | 13 | 26 | 13 | 178 | 10 | 186 | 9 | |
TOTAL | 1,191 | 1,392 | 345 | 485 | 266 | 202 | 1,802 | 2,079 | |||||||||
Not Applicable | 1,256 | 1,652 | 97 | 94 | 219 | 1,353 | 1,965 | ||||||||||
43 | Home Delivered Meals / Meals on Wheels | ||||||||||||||||
Always | 206 | 48 | 388 | 59 | 53 | 62 | 67 | 63 | 31 | 38 | 32 | 46 | 290 | 49 | 487 | 58 | |
Usually | 99 | 23 | 132 | 20 | 18 | 21 | 25 | 24 | 17 | 21 | 14 | 20 | 134 | 22 | 171 | 21 | |
Sometimes | 45 | 10 | 38 | 6 | 3 | 3 | 6 | 6 | 5 | 6 | 5 | 7 | 53 | 9 | 49 | 6 | |
Never | 80 | 19 | 100 | 15 | 12 | 14 | 8 | 8 | 28 | 35 | 19 | 27 | 120 | 20 | 127 | 15 | |
TOTAL | 430 | 658 | 86 | 106 | 81 | 70 | 597 | 834 | |||||||||
Not Applicable | 1,985 | 2,339 | 345 | 468 | 442 | 344 | 2,772 | 3,151 | |||||||||
44a | Transportation TO Day Center | ||||||||||||||||
Always | 387 | 57 | 452 | 56 | 200 | 61 | 227 | 52 | 57 | 56 | 54 | 51 | 644 | 58 | 733 | 54 | |
Usually | 176 | 26 | 224 | 28 | 96 | 29 | 141 | 32 | 21 | 21 | 22 | 21 | 293 | 26 | 387 | 29 | |
Sometimes | 59 | 9 | 60 | 7 | 24 | 7 | 60 | 14 | 10 | 10 | 11 | 10 | 93 | 8 | 131 | 10 | |
Never | 59 | 9 | 76 | 9 | 8 | 2 | 6 | 1 | 13 | 13 | 19 | 18 | 80 | 7 | 101 | 7 | |
TOTAL | 681 | 812 | 328 | 434 | 101 | 106 | 1,110 | 1,352 | |||||||||
Not Applicable | 1,450 | 1,860 | 120 | 142 | 354 | 249 | 1,924 | 2,251 | |||||||||
44b | Transportation FROM Day Center | ||||||||||||||||
Always | 341 | 55 | 402 | 56 | 183 | 59 | 222 | 52 | 44 | 52 | 49 | 54 | 568 | 56 | 673 | 54 | |
Usually | 161 | 26 | 192 | 27 | 95 | 31 | 134 | 32 | 16 | 19 | 17 | 19 | 272 | 27 | 343 | 28 | |
Sometimes | 62 | 10 | 58 | 8 | 19 | 6 | 58 | 14 | 9 | 11 | 8 | 9 | 90 | 9 | 124 | 10 | |
Never | 52 | 8 | 69 | 10 | 13 | 4 | 10 | 2 | 15 | 18 | 17 | 19 | 80 | 8 | 96 | 8 | |
TOTAL | 616 | 721 | 310 | 424 | 84 | 91 | 1,010 | 1,236 | |||||||||
Not Applicable | 1,446 | 1,855 | 122 | 143 | 357 | 244 | 1,925 | 2,242 | |||||||||
44c | Transportation TO the doctor | ||||||||||||||||
Always | 953 | 54 | 1,106 | 53 | 225 | 61 | 264 | 53 | 198 | 52 | 166 | 54 | 1,376 | 55 | 1,536 | 53 | |
Usually | 467 | 26 | 620 | 30 | 109 | 29 | 167 | 34 | 88 | 23 | 75 | 24 | 664 | 26 | 862 | 30 | |
Sometimes | 237 | 13 | 220 | 11 | 32 | 9 | 51 | 10 | 64 | 17 | 46 | 15 | 333 | 13 | 317 | 11 | |
Never | 106 | 6 | 122 | 6 | 4 | 1 | 13 | 3 | 32 | 8 | 22 | 7 | 142 | 6 | 157 | 5 | |
TOTAL | 1,763 | 2,068 | 370 | 495 | 382 | 309 | 2,515 | 2,872 | |||||||||
Not Applicable | 721 | 957 | 66 | 82 | 155 | 104 | 942 | 1,143 | |||||||||
44d | Transportation FROM the doctor | ||||||||||||||||
Always | 908 | 52 | 1,040 | 51 | 208 | 56 | 246 | 51 | 191 | 50 | 160 | 52 | 1,307 | 52 | 1,446 | 51 | |
Usually | 454 | 26 | 589 | 29 | 103 | 28 | 153 | 31 | 87 | 23 | 69 | 22 | 644 | 26 | 811 | 29 | |
Sometimes | 261 | 15 | 266 | 13 | 48 | 13 | 67 | 14 | 72 | 19 | 56 | 18 | 381 | 15 | 389 | 14 | |
Never | 130 | 7 | 142 | 7 | 11 | 3 | 21 | 4 | 32 | 8 | 24 | 8 | 173 | 7 | 187 | 7 | |
TOTAL | 1,753 | 2,037 | 370 | 487 | 382 | 309 | 2,505 | 2,833 | |||||||||
Not Applicable | 725 | 956 | 66 | 83 | 153 | 108 | 944 | 1,147 | |||||||||
45 | Medical Supplies and Equipment | ||||||||||||||||
Always | 982 | 53 | 1,203 | 51 | 219 | 57 | 291 | 58 | 247 | 58 | 187 | 55 | 1,448 | 54 | 1,681 | 53 | |
Usually | 551 | 30 | 719 | 31 | 117 | 30 | 150 | 30 | 114 | 27 | 96 | 28 | 782 | 29 | 965 | 30 | |
Sometimes | 220 | 12 | 295 | 13 | 37 | 10 | 47 | 9 | 51 | 12 | 46 | 13 | 308 | 12 | 388 | 12 | |
Never | 108 | 6 | 135 | 6 | 14 | 4 | 10 | 2 | 14 | 3 | 14 | 4 | 136 | 5 | 159 | 5 | |
TOTAL | 1,861 | 2,352 | 387 | 498 | 426 | 343 | 2,674 | 3,193 | |||||||||
Not Applicable | 613 | 714 | 60 | 82 | 122 | 88 | 795 | 884 | |||||||||
46 | Pharmacy Services | ||||||||||||||||
Always | 1,429 | 65 | 1,707 | 63 | 255 | 61 | 356 | 64 | 332 | 65 | 255 | 64 | 2,016 | 64 | 2,318 | 63 | |
Usually | 617 | 28 | 765 | 28 | 136 | 32 | 163 | 29 | 128 | 25 | 112 | 28 | 881 | 28 | 1,040 | 28 | |
Sometimes | 110 | 5 | 158 | 6 | 19 | 5 | 28 | 5 | 35 | 7 | 23 | 6 | 164 | 5 | 209 | 6 | |
Never | 46 | 2 | 70 | 3 | 9 | 2 | 9 | 2 | 14 | 3 | 11 | 3 | 69 | 2 | 90 | 2 | |
TOTAL | 2,202 | 2,700 | 419 | 556 | 509 | 401 | 3,130 | 3,657 | |||||||||
Not Applicable | 416 | 509 | 35 | 38 | 58 | 49 | 509 | 596 | |||||||||
47 | Audiology/Hearing Aids | ||||||||||||||||
Always | 191 | 39 | 292 | 44 | 66 | 50 | 66 | 40 | 43 | 39 | 40 | 39 | 300 | 41 | 398 | 43 | |
Usually | 150 | 30 | 173 | 26 | 37 | 28 | 56 | 34 | 29 | 26 | 28 | 27 | 216 | 29 | 257 | 27 | |
Sometimes | 66 | 13 | 97 | 15 | 10 | 8 | 25 | 15 | 14 | 13 | 15 | 15 | 90 | 12 | 137 | 15 | |
Never | 88 | 18 | 105 | 16 | 18 | 14 | 18 | 11 | 25 | 23 | 20 | 19 | 131 | 18 | 143 | 15 | |
TOTAL | 495 | 667 | 131 | 165 | 111 | 103 | 737 | 935 | |||||||||
Not Applicable | 1,951 | 2,339 | 307 | 414 | 413 | 315 | 2,671 | 3,068 |
All respondents | Partial Cap 2015 | Partial CAP 2017 | PACE 2015 | PACE 2017 | MAP 2015 | MAP 2017 | Statewide 2015 | Statewide 2017 | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % | |||||
Section 2C: Access to Care - Urgent Appointment | ||||||||||||||||||||||
48 | Regular Doctor | |||||||||||||||||||||
Same day | 1,033 | 50 | 1,246 | 49 | 185 | 50 | 224 | 47 | 224 | 49 | 171 | 49 | 1,442 | 50 | 1,641 | 49 | ||||||
1 to 3 days | 695 | 34 | 894 | 35 | 140 | 38 | 203 | 42 | 140 | 30 | 109 | 31 | 975 | 34 | 1,206 | 36 | ||||||
4 days or longer | 329 | 16 | 385 | 15 | 43 | 12 | 51 | 11 | 96 | 21 | 69 | 20 | 468 | 16 | 505 | 15 | ||||||
TOTAL | 2,057 | 2,525 | 368 | 478 | 460 | 349 | 2,885 | 3,352 | ||||||||||||||
Not Applicable | 575 | 706 | 84 | 112 | 114 | 96 | 773 | 914 | ||||||||||||||
49 | Dentist | |||||||||||||||||||||
Same day | 324 | 31 | 428 | 30 | 45 | 20 | 280 | 56 | 78 | 32 | 65 | 34 | 447 | 29 | 551 | 29 | ||||||
1 to 3 days | 439 | 41 | 531 | 37 | 81 | 37 | 104 | 21 | 83 | 34 | 63 | 33 | 603 | 40 | 698 | 37 | ||||||
4 days or longer | 299 | 28 | 477 | 33 | 95 | 43 | 118 | 24 | 82 | 34 | 61 | 32 | 476 | 31 | 656 | 34 | ||||||
TOTAL | 1,062 | 1,436 | 221 | 502 | 243 | 189 | 1,526 | 1,905 | ||||||||||||||
Not Applicable | 1,449 | 1,666 | 228 | 302 | 310 | 233 | 1,987 | 2,201 | ||||||||||||||
50 | Eye Care | |||||||||||||||||||||
Same day | 502 | 34 | 586 | 31 | 76 | 27 | 79 | 22 | 129 | 33 | 104 | 35 | 707 | 33 | 769 | 31 | ||||||
1 to 3 days | 546 | 36 | 643 | 34 | 92 | 33 | 139 | 39 | 143 | 37 | 92 | 31 | 781 | 36 | 874 | 35 | ||||||
4 days or longer | 449 | 30 | 635 | 34 | 110 | 40 | 142 | 39 | 118 | 30 | 97 | 33 | 677 | 31 | 874 | 35 | ||||||
TOTAL | 1,497 | 1,864 | 278 | 360 | 390 | 293 | 2,165 | 2,517 | ||||||||||||||
Not Applicable | 1,057 | 1,289 | 173 | 223 | 183 | 147 | 1,413 | 1,659 | ||||||||||||||
51 | Foot Doctor | |||||||||||||||||||||
Same day | 476 | 35 | 481 | 32 | 71 | 30 | 85 | 28 | 99 | 32 | 95 | 38 | 646 | 34 | 661 | 32 | ||||||
1 to 3 days | 525 | 38 | 570 | 38 | 82 | 35 | 96 | 31 | 110 | 36 | 79 | 31 | 717 | 38 | 745 | 36 | ||||||
4 days or longer | 367 | 27 | 468 | 31 | 82 | 35 | 126 | 41 | 100 | 32 | 79 | 31 | 549 | 29 | 673 | 32 | ||||||
TOTAL | 1,368 | 1,519 | 235 | 307 | 309 | 253 | 1,912 | 2,079 | ||||||||||||||
Not Applicable | 1,192 | 1,597 | 217 | 272 | 247 | 180 | 1,656 | 2,049 | ||||||||||||||
52 | Audiology/Hearing Aids | |||||||||||||||||||||
Same day | 128 | 34 | 179 | 34 | 32 | 30 | 32 | 23 | 31 | 28 | 22 | 31 | 191 | 32 | 233 | 32 | ||||||
1 to 3 days | 118 | 31 | 169 | 32 | 31 | 30 | 41 | 29 | 41 | 37 | 27 | 38 | 190 | 32 | 237 | 32 | ||||||
4 days or longer | 132 | 35 | 175 | 33 | 42 | 40 | 69 | 49 | 38 | 35 | 23 | 32 | 212 | 36 | 267 | 36 | ||||||
TOTAL | 378 | 523 | 105 | 142 | 110 | 72 | 593 | 737 | ||||||||||||||
Not Applicable | 2,048 | 2,508 | 337 | 430 | 428 | 339 | 2,813 | 3,277 |
All respondents | Partial Cap 2015 | Partial CAP 2017 | PACE 2015 | PACE 2017 | MAP 2015 | MAP 2017 | Statewide 2015 | Statewide 2017 | ||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Item | Description | N | % | N | % | N | % | N | % | N | % | N | % | N | % | N | % | |||||
Section 2D: Access to Care - Regular Appointment | ||||||||||||||||||||||
53 | Regular Doctor | |||||||||||||||||||||
Always | 1,518 | 63 | 1,867 | 63 | 203 | 53 | 287 | 58 | 339 | 64 | 256 | 62 | 2,060 | 62 | 2,410 | 62 | ||||||
Usually | 618 | 26 | 780 | 26 | 126 | 33 | 144 | 29 | 119 | 22 | 92 | 22 | 863 | 26 | 1,016 | 26 | ||||||
Sometimes | 209 | 9 | 237 | 8 | 41 | 11 | 54 | 11 | 56 | 11 | 47 | 11 | 306 | 9 | 338 | 9 | ||||||
Never | 67 | 3 | 81 | 3 | 13 | 3 | 7 | 1 | 19 | 4 | 18 | 4 | 99 | 3 | 106 | 3 | ||||||
TOTAL | 2,412 | 2,965 | 383 | 492 | 533 | 413 | 3,328 | 3,870 | ||||||||||||||
Not Applicable | 245 | 302 | 75 | 100 | 48 | 41 | 368 | 443 | ||||||||||||||
54 | Dentist | |||||||||||||||||||||
Always | 558 | 42 | 699 | 41 | 93 | 37 | 124 | 38 | 113 | 38 | 98 | 44 | 764 | 41 | 921 | 41 | ||||||
Usually | 438 | 33 | 610 | 35 | 85 | 34 | 109 | 34 | 85 | 29 | 61 | 27 | 608 | 32 | 780 | 34 | ||||||
Sometimes | 221 | 17 | 287 | 17 | 51 | 20 | 61 | 19 | 65 | 22 | 42 | 19 | 337 | 18 | 390 | 17 | ||||||
Never | 106 | 8 | 127 | 7 | 24 | 9 | 29 | 9 | 34 | 11 | 24 | 11 | 164 | 9 | 180 | 8 | ||||||
TOTAL | 1,323 | 1,723 | 253 | 323 | 297 | 225 | 1,873 | 2,271 | ||||||||||||||
Not Applicable | 1,195 | 1,391 | 194 | 255 | 272 | 203 | 1,661 | 1,849 | ||||||||||||||
55 | Eye Care | |||||||||||||||||||||
Always | 826 | 47 | 987 | 45 | 116 | 39 | 160 | 41 | 203 | 48 | 155 | 49 | 1,145 | 46 | 1,302 | 45 | ||||||
Usually | 580 | 33 | 738 | 34 | 107 | 36 | 141 | 36 | 129 | 31 | 92 | 29 | 816 | 33 | 971 | 34 | ||||||
Sometimes | 266 | 15 | 349 | 16 | 62 | 21 | 68 | 17 | 69 | 16 | 51 | 16 | 397 | 16 | 468 | 16 | ||||||
Never | 95 | 5 | 105 | 5 | 15 | 5 | 22 | 6 | 18 | 4 | 19 | 6 | 128 | 5 | 146 | 5 | ||||||
TOTAL | 1,767 | 2,179 | 300 | 391 | 419 | 317 | 2,486 | 2,887 | ||||||||||||||
Not Applicable | 806 | 987 | 151 | 192 | 155 | 118 | 1,112 | 1,297 | ||||||||||||||
56 | Foot Doctor | |||||||||||||||||||||
Always | 814 | 51 | 804 | 45 | 102 | 40 | 139 | 42 | 171 | 48 | 143 | 52 | 1,087 | 49 | 1,086 | 46 | ||||||
Usually | 505 | 31 | 597 | 34 | 85 | 33 | 100 | 30 | 100 | 28 | 74 | 27 | 690 | 31 | 771 | 32 | ||||||
Sometimes | 198 | 12 | 265 | 15 | 48 | 19 | 66 | 20 | 59 | 17 | 45 | 16 | 305 | 14 | 376 | 16 | ||||||
Never | 91 | 6 | 105 | 6 | 20 | 8 | 24 | 7 | 27 | 8 | 14 | 5 | 138 | 6 | 143 | 6 | ||||||
TOTAL | 1,608 | 1,771 | 255 | 329 | 357 | 276 | 2,220 | 2,376 | ||||||||||||||
Not Applicable | 979 | 1,354 | 194 | 256 | 209 | 159 | 1,382 | 1,769 | ||||||||||||||
57 | Audiology/Hearing Aids | |||||||||||||||||||||
Always | 201 | 41 | 273 | 42 | 42 | 35 | 60 | 39 | 44 | 38 | 40 | 40 | 287 | 40 | 373 | 41 | ||||||
Usually | 135 | 28 | 194 | 30 | 38 | 31 | 42 | 27 | 33 | 28 | 25 | 25 | 206 | 28 | 261 | 29 | ||||||
Sometimes | 74 | 15 | 108 | 17 | 22 | 18 | 35 | 23 | 14 | 12 | 21 | 21 | 110 | 15 | 164 | 18 | ||||||
Never | 76 | 16 | 73 | 11 | 19 | 16 | 17 | 11 | 25 | 22 | 14 | 14 | 120 | 17 | 104 | 12 | ||||||
TOTAL | 486 | 648 | 121 | 154 | 116 | 100 | 723 | 902 | ||||||||||||||
Not Applicable | 1,979 | 2,377 | 317 | 422 | 425 | 316 | 2,721 | 3,115 |
Note: Percentages have been rounded and may not total to 100%.
♦ Items based on skip pattern.
+ Member can check all that apply.
^ Question and/or responses have been re-worded since 2015.
Appendix B. Aggregate Tables
2017 | 2015 | 2017 v. 2015 (▼,▲ or - ) | ||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | |
Section 1: MLTC Plan Evaluation | ||||||
1a | Member of a [health plan] | 5,079 | 96 | 4,276 | 97 | _ |
2a | Live at home/community | 4,989 | 95 | 4,207 | 97 | ▼ |
12 | Plan asked to see prescription/over the counter medicines | 4,326 | 94 | 3,702 | 94 | _ |
14d | Plan has been excellent/good at helping to allow me to stay in my home | 3,503 | 93 | 2,939 | 93 | _ |
10♦ | Always treated with politeness and respect | 2,199 | 93 | 1,809 | 92 | _ |
14a | Plan has been excellent/good at helping me to take my medications the way my doctor wants me to | 3,627 | 89 | 3,138 | 89 | _ |
3 | Plan always/usually explained services clearly | 4,352 | 88 | 3,738 | 86 | _ |
15 | Rated plan as good or excellent | 4,331 | 88 | 3,739 | 87 | _ |
14b | Plan has been excellent/good at helping me to manage my illnesses | 3,464 | 86 | 2,981 | 85 | _ |
73∧ | Health plan has a copy of this advance directive document | 2,259 | 84 | 1,506 | 79 | ▲ |
9♦ | Always able to understand the answers | 2,188 | 84 | 1,791 | 82 | _ |
13 | Health plan explain Consumer Directed Personal Assistance | 3,037 | 79 | 2,495 | 75 | ▲ |
4 | Always/Usually involved in decisions about plan of care | 4,329 | 79 | 3,710 | 77 | _ |
71 | Health plan has talked about appointing someone to make health care decisions | 4,672 | 75 | 3,757 | 67 | ▲ |
8♦ | Questions always answered quickly | 2,202 | 75 | 1,801 | 75 | _ |
14c | Plan has been excellent/good at helping me when I´m feeling sad and lonely | 3,060 | 74 | 2,549 | 73 | _ |
7♦ | Always spoke with a person quickly | 2,197 | 73 | 1,800 | 74 | _ |
72∧ | Has a legal document or advance directive appointing someone to make health care decisions | 4,524 | 68 | 3,722 | 58 | ▲ |
11♦ | Complaint/grievance always/usually handled to satisfaction | 1,758 | 67 | 1,397 | 68 | _ |
5 | Family member or caregiver always/usually involved in making decisions about plan of care | 4,401 | 66 | 3,758 | 65 | _ |
6 | Called plan with question or for help or complaint/grievance | 4,446 | 51 | 3,825 | 48 | _ |
2017 | 2015 | |||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | 2017 v. 2015 (▼,▲ or - ) |
Section 2A: Quality of Care Providers (Excellent/Good) | ||||||
16 | Regular doctor | 4,131 | 91 | 3,572 | 91 | - |
34 | Pharmacy Services | 3,788 | 89 | 3,252 | 91 | - |
20a | Home Health Aide, Personal Care Aide | 3,918 | 89 | 3,351 | 87 | - |
22a | Regular Visiting Nurse/Registered Nurse | 3,898 | 86 | 3,355 | 83 | - |
21 | Care Manager/Case Manager | 4,074 | 85 | 3,445 | 83 | - |
18 | Eye Care | 3,588 | 83 | 3,079 | 82 | - |
29 | Home Delivered Meals/Meals on Wheels | 860 | 83 | 563 | 77 | - |
19 | Foot Doctor | 2,914 | 82 | 2,637 | 83 | - |
20b | Home Health Agency, Personal Care Agency | 3,981 | 81 | 3,442 | 76 | ▲ |
27 | Medical Supplies and Equipment | 3,547 | 80 | 2,937 | 82 | - |
22b | Covering/On-call nurse | 2,556 | 80 | 2,233 | 77 | - |
26 | Social Worker | 2,378 | 80 | 2,100 | 77 | - |
23 | Physical Therapist | 1,905 | 79 | 1,620 | 77 | - |
31 | Day Health Center Activities | 1,341 | 78 | 1,102 | 79 | - |
30 | Meals served at the Day Health Center | 1,220 | 78 | 1,014 | 78 | - |
32 | Transportation Services | 3,282 | 78 | 2,853 | 77 | - |
24 | Occupational Therapist | 1,172 | 77 | 979 | 76 | - |
35 | Nutritionist | 1,350 | 77 | 1,102 | 76 | - |
33 | Nursing Home | 386 | 76 | 377 | 77 | - |
17 | Dentist | 2,861 | 75 | 2,382 | 73 | - |
25 | Speech Therapist | 561 | 75 | 451 | 72 | - |
28 | Audiology/Hearing Aids | 1,086 | 73 | 866 | 68 | - |
2017 | 2015 | |||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | 2017 v. 2015 (▼,▲ or - ) |
Section 2B: Timeliness (Always/Usually) | ||||||
46 | Pharmacy Services | 3,657 | 92 | 3,130 | 93 | - |
36 | Home Health Aide, Personal Care Aide | 3,931 | 92 | 3,385 | 93 | - |
37 | Care Manager/Case Manager | 3,748 | 85 | 3,144 | 83 | - |
44c | Transportation: TO the doctor | 2,872 | 84 | 2,515 | 81 | - |
45 | Medical Supplies and Equipment | 3,193 | 83 | 2,674 | 83 | - |
44a | Transportation: TO Day Center | 1,352 | 83 | 1,110 | 84 | - |
38a | Regular Visiting Nurse/Registered Nurse | 3,678 | 83 | 3,177 | 81 | - |
44b | Transportation: FROM Day Center | 1,236 | 82 | 1,010 | 83 | - |
44d | Transportation: FROM the doctor | 2,833 | 80 | 2,505 | 78 | - |
43 | Home Delivered Meals/Meals on Wheels | 834 | 79 | 597 | 71 | ▲ |
42 | Social Worker | 2,079 | 76 | 1,802 | 73 | - |
39 | Physical Therapist | 1,578 | 76 | 1,270 | 74 | - |
38b | Covering/On-call nurse | 2,371 | 75 | 2,092 | 75 | - |
40 | Occupational Therapist | 974 | 71 | 777 | 70 | - |
47 | Audiology/Hearing Aids | 935 | 70 | 737 | 70 | - |
41 | Speech Therapist | 485 | 63 | 406 | 60 | - |
2017 | 2015 | |||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | 2017 v. 2015 (▼,▲ or - ) |
Section 2D: Access to Care - Urgent Appointments (Same day) | ||||||
48 | Regular doctor | 3,352 | 49 | 2,885 | 50 | – |
51 | Foot Doctor | 2,079 | 32 | 1,912 | 34 | – |
52 | Audiology/Hearing Aids | 737 | 32 | 593 | 32 | – |
50 | Eye Care | 2,517 | 31 | 2,165 | 33 | – |
49 | Dentist | 1,905 | 29 | 1,526 | 29 | – |
2017 | 2015 | |||||
---|---|---|---|---|---|---|
Item | Description | Denom* | Percent | Denom* | Percent | 2017 v. 2015 (▼,▲ or - ) |
Section 2C: Access to Care - Regular Appointments (Always/Usually) | ||||||
53 | Regular doctor | 3,870 | 89 | 3,328 | 88 | – |
55 | Eye Care | 2,887 | 79 | 2,486 | 79 | – |
56 | Foot Doctor | 2,376 | 78 | 2,220 | 80 | – |
54 | Dentist | 2,271 | 75 | 1,873 | 73 | – |
57 | Audiology/Hearing Aids | 902 | 70 | 723 | 68 | – |
2017 | 2015 | |||||
---|---|---|---|---|---|---|
Item | Description | N* | % | N* | % | 2017 v. 2015 |
Domain 1: MLTC Plan Evaluation | ||||||
Q3 | The plan explains all of their services clearly (Always/Usually) | 4,352 | 88% | 3,738 | 86% | _ |
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 4,529 | 72% | 3,896 | 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) | 2,241 | 79% | 1,832 | 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 | 4,326 | 94% | 3,702 | 94% | _ |
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 3,037 | 79% | 2,495 | 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) | 4,149 | 85% | 3,593 | 84% | _ |
Q15 | Overall MLTC plan rating (Excellent/Good) | 4,331 | 88% | 3,739 | 87% | _ |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||
Q16 – Q35∧ | The quality of care provided by long-term care provider/services (Excellent/Good) | 4,502 | 82% | 3,884 | 81% | _ |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care provider/services (Always/Usually) | 4,370 | 82% | 3,774 | 82% | _ |
Domain 4: Access to Care for Urgent Appointments | ||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care provider/services (Same day) | 3,676 | 37% | 3,166 | 39% | _ |
Domain 5: Access to Care for Regular Appointments | ||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care provider/services since joining the health plan (Always/Usually) | 4,030 | 82% | 3,476 | 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 | 4,672 | 75% | 3,757 | 67% | ▲ |
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 4,524 | 68% | 3,722 | 58% | ▲ |
Q73+ | The health plan has a copy of this advance directive document | 2,259 | 84% | 1,506 | 79% | ▲ |
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) | 3,301 | 88% | 602 | 86% | 449 | 89% | _ | ||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 3,423 | 73% | 632 | 71% | 474 | 68% | _ | ||
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) | 1,668 | 79% | 342 | 77% | 231 | 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 | 3,277 | 95% | 590 | 93% | 459 | 95% | _ | ||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 2,359 | 81% | 362 | 61% | 316 | 84% | MAP, Partial Cap>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) | 3,109 | 85% | 605 | 88% | 435 | 84% | _ | ||
Q15 | Overall MLTC plan rating (Excellent/Good) | 3,274 | 88% | 605 | 87% | 452 | 88% | _ | ||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 3,412 | 82% | 620 | 81% | 470 | 80% | _ | ||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 3,305 | 83% | 607 | 84% | 458 | 80% | _ | ||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 2,757 | 38% | 523 | 34% | 396 | 39% | _ | ||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 3,080 | 83% | 521 | 79% | 429 | 80% | _ | ||
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 | 3,478 | 73% | 668 | 82% | 506 | 80% | PACE, MAP>Partial Cap | ||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 3,384 | 65% | 673 | 85% | 467 | 69% | PACE>MAP, Partial Cap | ||
Q73+ | The health plan has a copy of this advance directive document | 1,517 | 80% | 497 | 97% | 245 | 83% | PACE>MAP, Partial Cap |
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) | 1157 | 89% | 3,064 | 87% | _ | ||||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 1200 | 72% | 3,189 | 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) | 560 | 80% | 1,622 | 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 | 1151 | 94% | 3,043 | 95% | _ | ||||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 840 | 80% | 2,099 | 79% | _ | ||||
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) | 1090 | 84% | 2,947 | 85% | _ | ||||
Q15 | Overall MLTC plan rating (Excellent/Good) | 1154 | 88% | 3,059 | 88% | _ | ||||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 1187 | 81% | 3,188 | 82% | _ | ||||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 1147 | 82% | 3,109 | 83% | _ | ||||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 972 | 38% | 2,612 | 37% | _ | ||||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 1061 | 82% | 2,867 | 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 | 1219 | 71% | 3,372 | 77% | ▼ | ||||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 1152 | 64% | 3,302 | 70% | ▼ | ||||
Q73+ | The health plan has a copy of this advance directive document | 537 | 84% | 1,678 | 84% | _ |
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) | 2,016 | 88% | 757 | 86% | 667 | 88% | 57 | 84% | _ |
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,090 | 73% | 800 | 70% | 673 | 70% | 57 | 64% | _ |
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) | 1,152 | 80% | 406 | 75% | 290 | 80% | 38 | 75% | _ |
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 | 2,000 | 95% | 781 | 95% | 632 | 93% | 55 | 96% | _ |
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,397 | 76% | 530 | 80% | 447 | 85% | 37 | 70% | Asian>Black, White, Other |
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) | 1,920 | 87% | 736 | 85% | 634 | 82% | 54 | 85% | _ |
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,019 | 88% | 773 | 88% | 638 | 86% | 59 | 81% | _ |
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 2,093 | 85% | 800 | 78% | 671 | 80% | 60 | 79% | White>Black, Asian |
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 2,033 | 86% | 775 | 79% | 656 | 82% | 59 | 81% | White>Black, Asian |
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 1,712 | 37% | 669 | 35% | 515 | 41% | 51 | 37% | _ |
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 1,887 | 86% | 722 | 79% | 574 | 77% | 55 | 80% | 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 | 2,236 | 73% | 860 | 76% | 591 | 72% | 67 | 72% | _ |
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 2,261 | 73% | 819 | 71% | 549 | 51% | 68 | 79% | White, Black, Other>Asian |
Q73+ | The health plan has a copy of this advance directive document | 1,228 | 86% | 428 | 83% | 193 | 79% | 31 | 81% | _ |
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) | 1,878 | 88% | 2,243 | 88% | _ | ||||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 1,963 | 73% | 2,313 | 71% | _ | ||||
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) | 921 | 79% | 1,203 | 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 | 1,872 | 94% | 2,215 | 95% | _ | ||||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,310 | 83% | 1,547 | 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) | 1,804 | 84% | 2,132 | 86% | _ | ||||
Q15 | Overall MLTC plan rating (Excellent/Good) | 1,859 | 87% | 2,242 | 88% | _ | ||||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 1,945 | 81% | 2,319 | 83% | _ | ||||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 1,902 | 82% | 2,254 | 84% | _ | ||||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 1,605 | 39% | 1,901 | 35% | _ | ||||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 1,747 | 80% | 2,096 | 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 | 2,003 | 78% | 2,467 | 73% | ▲ | ||||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 1,911 | 66% | 2,447 | 70% | _ | ||||
Q73+ | The health plan has a copy of this advance directive document | 930 | 84% | 1,235 | 84% | _ |
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) | 639 | 85% | 3,594 | 88% | _ | ||||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 664 | 67% | 3,735 | 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) | 333 | 74% | 1,856 | 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 | 643 | 95% | 3,560 | 94% | _ | ||||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 468 | 77% | 2,480 | 80% | _ | ||||
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) | 615 | 84% | 3,432 | 85% | _ | ||||
Q15 | Overall MLTC plan rating (Excellent/Good) | 644 | 85% | 3,575 | 88% | _ | ||||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 669 | 81% | 3,719 | 82% | _ | ||||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 647 | 82% | 3,622 | 83% | _ | ||||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 572 | 37% | 3,026 | 37% | _ | ||||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 626 | 79% | 3,320 | 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 | 705 | 73% | 3,906 | 76% | _ | ||||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 674 | 62% | 3,801 | 69% | ▼ | ||||
Q73+ | The health plan has a copy of this advance directive document | 313 | 81% | 1,923 | 84% | _ |
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) | 2,159 | 86% | 1,982 | 89% | _ | ||||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,261 | 71% | 2,045 | 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) | 1,284 | 78% | 842 | 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 | 2,155 | 95% | 1,958 | 94% | _ | ||||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,418 | 73% | 1,476 | 85% | ▼ | ||||
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) | 2,077 | 86% | 1,882 | 84% | _ | ||||
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,196 | 88% | 1,923 | 87% | _ | ||||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 2,247 | 82% | 2,038 | 82% | _ | ||||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-tem care providers/services (Always/Usually) | 2,179 | 83% | 1,981 | 83% | _ | ||||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 1,842 | 33% | 1,657 | 43% | ▼ | ||||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 2,010 | 82% | 1,827 | 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 | 2,446 | 74% | 2,004 | 76% | _ | ||||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 2,450 | 78% | 1,845 | 56% | ▲ | ||||
Q73+ | The health plan has a copy of this advance directive document | 1,402 | 86% | 749 | 81% | _ |
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) | 2,466 | 84% | 1,794 | 92% | ▼ | ||||
Q4-Q5∧ | My family member (or caregiver) and I are involved in making decisions about my plan of care (Always/Usually) | 2,565 | 70% | 1,831 | 75% | ▼ | ||||
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) | 1,292 | 75% | 891 | 84% | ▼ | ||||
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 | 2,449 | 94% | 1,756 | 95% | _ | ||||
Q13 | Since joining the health plan, someone from the plan has explained the Consumer Directed Personal Assistance option | 1,727 | 78% | 1,215 | 81% | _ | ||||
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) | 2,372 | 81% | 1,671 | 91% | ▼ | ||||
Q15 | Overall MLTC plan rating (Excellent/Good) | 2,457 | 84% | 1,761 | 93% | ▼ | ||||
Domain 2: Quality of Providers and Long-Term Care Services | ||||||||||
Q16 – Q35∧ | The quality of care provided by long-term care providers/services (Excellent/Good) | 2,565 | 79% | 1,815 | 87% | ▼ | ||||
Domain 3: Timeliness of Providers and Long-Term Care Services | ||||||||||
Q36 - Q47∧ | The timeliness of care provided by long-term care providers/services (Always/Usually) | 2,503 | 80% | 1,761 | 87% | ▼ | ||||
Domain 4: Access to Care for Urgent Appointments | ||||||||||
Q48 – Q52∧ | Getting timely urgent appointments with long-term care providers/services (Same day) | 2,097 | 36% | 1,497 | 39% | _ | ||||
Domain 5: Access to Care for Regular Appointments | ||||||||||
Q53 – Q57∧ | Getting timely regular appointments with long-term care providers/services since joining the health plan (Always/Usually) | 2,318 | 80% | 1,620 | 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 | 2,669 | 74% | 1,923 | 76% | _ | ||||
Q72+ | I have a legal document or advance directive appointing someone to make decisions about my health care if I am unable to do so | 2,598 | 64% | 1,857 | 74% | ▼ | ||||
Q73+ | The health plan has a copy of this advance directive document | 1,204 | 82% | 1,015 | 86% | _ |
* 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 2015 (p < .001).
- Not statistically significant.
^ Questions and/or responses have been reworded since 2015.
Appendix C. Survey Tool
________________________________________
1. The CAHPS® proportional scoring method for creating and scoring composite measures was used. 1