University Hospitals CompCare News

Survey: Customer Satisfaction Is High

Virtually all client employers who responded to a July 2001 University Hospitals CompCare survey reported being "very satisfied" or "satisfied" with the managed care organization's level of customer service, injury reporting process and medical management program. The employers surveyed also said the ability to facilitate communication among employer, injured worker and medical provider, and the timely processing of medical bills were the specific strengths of the University Hospitals CompCare program.

Medical providers and employees received similar surveys from University Hospitals CompCare. Medical providers said University Hospitals CompCare's strengths included efficient, personalized client service by phone and FAX; the work and decisions of nurse case managers, including pre-authorizations of providers' proposed treatments; and processing provider bills and responding to provider inquiries.

Nearly all workers who completed the survey reported being satisfied with University CompCare's level of service, even though the reason they came into contact with the MCO was a negative event, an injury. Injured workers said University Hospitals CompCare's most important strengths include the nurse case managers' clinical knowledge, facilitating communications, and the quality and quantity of medical providers in its provider network.

University Hospitals CompCare Vice President Clairmonte Cappelle said the results of the survey were encouraging because they showed that employers, medical providers and injured workers value what University Hospitals CompCare is focusing on. These efforts have a direct positive impact on treatment outcomes and early return-to-work.