Table 12 Family Voices Survey on Managed Care Low Satisfaction with Health Service by Type of Health Plan


Table 12
Family Voices Survey on Managed Care
Low Satisfaction with Health Service by Type of Health Plan
(N=204)*

Delivery of Health Service Percent of Respondents within each Type of Health Plan Indicating
"Not Satisfied" Only**
Communication and Coordination of Care HMO PPO Not in Managed Care
n % n % n %
1. Information about my child's medical needs 17 21.8 8 10.5 3 9.7
2. Explanation of medical treatments 8 10.3 7 9.0 3 10.0
3. Having time with my child's provider to ask questions 8 10.3 7 9.0 3 9.7
4. Family inclusion in decision-making and planning 9 12.5 6 7.9 3 10.0
5. Child's participation in decision-making and planning 11 20.4 13 24.1 2 10.0
6. Communication between my child's primary care provider and specialty care providers 20 31.3 24 34.8 6 22.2
7. Access to a case manager of care coordinator 26 46.4 25 45.5 3 13.6
8. Helping the school understand my child's special health care needs 31 54.4 35 56.5 7 28.0
9. Information re: current research that might help my child 40 66.7 44 64.7 10 35.7
10. TDD services for hearing impaired 2 40.0 6 54.6 1 25.0
11. Translator/interpreter services 0 0.0 3 50.0 0 0.0
12. Respect for my culture, ethnic identity and religious beliefs 5 10.7 2 5.4 2 10.5
Overall Ease of Service Delivery
1. Telephone access to providers 16 21.3 10 13.5 2 6.5
2. Access to second opinions 23 34.9 11 18.0 4 14.8
3. Ability to schedule timely specialty care appointments/referrals 15 20.6 15 20.8 4 13.8
4. Waiting time to approve special services/equipment 25 41.0 25 39.7 4 17.4
5. Appeals or grievance procedures 20 60.6 12 30.0 3 25.0
6. Coordination of multiple appointments or visits 13 21.7 14 26.4 4 14.8
7. Required paperwork to access services 17 25.8 16 25.4 6 26.1
8. Handicapped accessibility of physical facilities 5 12.5 5 13.5 2 18.2
9. Transition from adolescent to adult services 4 33.3 9 64.3 3 50.0
10. Waiting time to schedule appts for primary care 7 9.3 9 12.0 3 10.7
11. Waiting time on day of appointment 9 11.5 13 16.7 7 23.3
12. Info on what services are covered by child's plan 27 34.6 19 24.7 7 22.6
13. Flexibility to use cost-effective alternative services, equipment or providers 34 59.7 20 31.8 8 29.6
  • N = the number of respondents who identified a given type of health plan for their child and indicated their child needed or used a particular service. Respondents who indicated that their child is covered by more than one type of health plan or by a health plan categorized as "Other" were not included in the analysis for this table.
  • * For Communication and Coordination of Care and Overall Ease of Service Delivery, "Needed, Not Available" was not a response option.

(1) The percent of use of service was derived by dividing the total respondent population into the number using the service ("N") for each use category