SoonerPlan family planning program member satisfaction survey : final report

              Oklahoma Health Care Authority
2010 SoonerPlan
Family Planning Program
Member Satisfaction Survey
Project Number: 97314
Final Report
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey i
Table of Contents
1. EXECUTIVE SUMMARY ................................................................................... 1-1
2. PROJECT OVERVIEW ...................................................................................... 2-1
BACKGROUND .................................................................................................................... 2-1
METHODOLOGY AND RESPONSE RATE ................................................................................ 2-1
SAMPLING ERROR .............................................................................................................. 2-2
RESPONDENT PROFILE ....................................................................................................... 2-3
Charts 2A – 2B ............................................................................................................ 2-3
3. SUMMARY RATE COMPARISON .................................................................... 3-1
Charts 3A – 3B ............................................................................................................ 3-1
4. QUESTION SUMMARIES ................................................................................. 4-1
Charts 4A – 4J ............................................................................................................ 4-1
5. SEGMENTATION ANALYSIS ........................................................................... 5-1
Charts 5A – 5E ............................................................................................................ 5-1
6. CORRELATION ANALYSIS .............................................................................. 6-1
Charts 6A – 6B ............................................................................................................ 6-2
7. TECHNICAL NOTES ......................................................................................... 7-1
8. SAMPLE SURVEY TOOL ................................................................................. 8-1
9. GLOSSARY OF TERMS ................................................................................... 9-1
10. COMMENTS .................................................................................................... 10-1
Chart 10A: How did you learn about the program? (Q2) .......................................... 10-2
Chart 10B: Is there anything you would change about SoonerPlan? (Q9) ............... 10-2
11. BANNER TABLES .......................................................................................... 11-1
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 1-1
1. Executive Summary
Dedicated to improving the business of health care satisfaction, The Myers Group (TMG) is
pleased to provide your program with this Executive Summary. It is an analysis of survey
results focused on member satisfaction with the SoonerPlan Family Planning Program for the
Oklahoma Health Care Authority. This report is dedicated to specific analyses in order to
assist you with evaluating member satisfaction and experience with the family planning services
offered by the SoonerPlan program.
Using a one-wave mail with phone follow-up survey administration methodology, The Myers
Group collected 502 (215 mail and 287 phone) responses from a sample of 1,750 members,
yielding a response rate of 40.5%.1 Of these 502 respondents, 460 responded “Yes” to Q1,
indicating that they were now in the SoonerPlan Family Planning Program or that they were in
SoonerPlan within the last 12 months.
Results were collected from November 2009 to January 2010. The results of this survey are
representative within +/- 4.4 percentage points with a 95% confidence level and +/- 3.7
percentage points with a 90% confidence level.
Throughout this report, results are presented in the form of Summary Rate Scores. 2 The chart
below presents Summary Rate Scores for SoonerPlan Family Planning Program’s composites
and key attributes. To determine how your program’s Summary Rates have changed over time,
Trend comparison to Fall 2008 and Spring 2008 results are also displayed.3
Composites Summary Rate
Definition
Summary Rates
2010
Fall
2008
Spring
2008
SoonerPlan Family Planning Program Membership &
Sign Up Not a problem; Very helpful 82.2% 86.2% 80.3%
Provider Referrals & Complaint Resolution Very satisfied; Very
respectful 64.5% 64.9% 72.8%
Member’s Health Provider – Access & Experience4 Varies5 86.6% 88.0% 88.5%
Medication & Pharmacy (Q20) Had no problem 88.8% 87.4% 84.0%
Birth Control, Lab Tests, STDs, & Pap Test Yes 87.9% 83.7% 77.5%
Information about SoonerPlan Program and Benefits Very helpful; Yes 65.1% 62.9% NA
Overall Satisfaction with SoonerPlan (Q8) Very satisfied 79.9% 79.7% 73.6%
Overall Satisfaction with Health Providers (Q18) 8-10 79.5% 78.9% 75.9%
1 Please refer to Section 2, Project Overview for the calculation used to determine your program’s response rate.
2 The Summary Rate Score, defined by TMG, is the percentage of respondents giving a positive response; it is provided for each
composite and attribute in the column labeled “Summary Rate Definition.”
3 Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in
Fall 2008 and continued in 2010.
5 The Summary Rate definitions for Member’s Health Provider – Access & Experience composite are as follows: “21 days or less,”
“Always” or “Usually,” and “Yes.”
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 1-2
Noteworthy Findings
This section identifies significant differences in Summary Rate Scores in comparison to trend
data with respect to composites and overall ratings. For additional detailed analysis on an
attribute-by-attribute basis, pelase refer to Section 3 – Summary Rate Comparison.
Trending6
The ability to assess how your program’s Summary Rate Scores have changed over time is
important for determining what effects policies or procedures may have on members’
satisfaction with various program characteristics. It is through this activity that your program has
the ability to track changes in results and to measure the program’s successes, ultimately
enabling the program to meet its members’ needs and expectations more effectively in the
future. The following statements summarize your program’s Summary Rate trends for
composites and ratings.
2010 Versus Fall 2008 Comparisons
 Composites: When compared to Fall 2008 trend data,
 The SoonerPlan Family Planning Program Membership & Sign Up composite
shows no significant change in score when compared to Fall 2008 results.
 The Provider Referrals & Complaint Resolution composite shows no significant
change in score when compared to Fall 2008 results.
 The Member Health Provider – Access & Experience composite shows no
significant changes in score when compared to Fall 2008 results.
 The Medication & Pharmacy composite (Q20) shows no significant change in
score when compared to Fall 2008 results.
 The Birth Control, Lab Tests, STDs, and & Pap Test composite shows no
significant change in score when compared to Fall 2008 results.
 The Information about SoonerPlan Program and Benefits composite shows no
significant change in score when compared to Fall 2008 results.
 The Overall Satisfaction with SoonerPlan composite (Q8) shows no signficant
change in score when compared to Fall 2008 results.
 The Overall Satisfaction with Health Provider composite (Q18) shows no
significant change in score when compared to Fall 2008 results.
6 Please use caution when interpreting trend data as there were several significant survey tool modifications made in Fall 2008 and
continued in 2010.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 1-3
Demographics
The SoonerPlan Family Planning Program Member Satisfaction Survey includes the following
demographic categories:
 Age (Q33)
 Gender (Q34)
 Education (Q35)
 Race/Ethnicity (Q36 & Q37)
The summary below details the demographic categories that vary significantly when compared
to trend data.
 Trending
 Although there was a significant decrease in the 35-50 age category, there were
no other significant differences in the demographic categories when compared to
the Fall 2008 demographics.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 2-1
2. Project Overview
Background
APS Healthcare, Inc. selected and contracted with The Myers Group (TMG) to conduct the 2010
SoonerPlan Family Planning Program Member Satisfaction Survey for the Oklahoma Health
Care Authority. The SoonerPlan Family Planning Program is specifically designed to provide
uninsured men and women with family planning services. The SoonerPlan Family Planning
Program Member Satisfaction Survey was designed to capture member perceptions and
determine the extent to which they are satisfied with the program.
This report summarizes results derived from the SoonerPlan Family Planning Program Member
Satisfaction Survey as applied to a random sample of SoonerPlan program members, and
presents the findings by program service area (composite) and each individual question
(attribute). The survey consists of 37 questions, one of which is open-ended, and covers the
following topics:
 SoonerPlan Family Planning Program Membership & Sign Up
 Provider Referrals & Complaint Resolution
 Member’s Health Provider – Access & Experience
 Medication & Pharmacy
 Birth Control, Lab Tests, STDs, and Pap Test
 Information about SoonerPlan Program and Benefits
 Overall Satisfaction with SoonerPlan
 Overall Satisfaction with Health Provider
For comparison purposes, results are presented in the form of Summary Rate Scores7, which
are generally defined as the percent of respondents who selected the most positive response
option(s).
Methodology and Response Rate
APS Healthcare and the Oklahoma Health Care Authority supplied a complete database of
10,260 SoonerPlan Family Planning Program members8, from which TMG selected a random
sample of 1,750 members to be surveyed.
TMG utilized a one-wave mail with phone follow-up protocol to administer the survey from
November 2009 to January 2010. Spanish enticement text was provided on the reverse side of
the cover letter, instructing Spanish-speaking members to call a 1-800 number to complete the
survey with a Spanish-speaking interviewer. A phone interview with bilingual interviewers was
conducted for members who had not returned a mail survey. A minimum of three and a
maximum of six call attempts were made to all members in the phone sample. A total of 502
(215 mail and 287 phone) were completed. Of these 502 respondents, 460 responded “Yes” to
Q1, indicating that they were now in the SoonerPlan Family Planning Program or that they were
in SoonerPlan within the last 12 months. After adjusting for ineligible members, your survey
response rate is 40.5%.
A response rate is only calculated for those members who were eligible and able to respond. A
total of 510 surveys were deemed ineligible. The table on the following page shows the number
7 Summary Rate Scores are defined by TMG to facilitate comparisons.
8 Please note that SoonerPlan Family Planning database eligibility criteria were determined by APS Healthcare, Inc. and the
Oklahoma Health Care Authority.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 2-2
of program members in the sample that fell into each of the various ineligible disposition
categories.
Survey Methodology Ineligible Disposition N
Phone Component
Deceased 0
Language Barrier9 1
Mentally/Physically Incapacitated 3
No Eligible Respondent10 25
Wrong Number 181
Fax/Pager/Modem/Data Line 7
Not in Service 284
Number Changed 9
TOTAL INELIGIBLE SURVEYS 510
Ineligible surveys are subtracted from the sample size when computing a response rate as
shown below:
SampleC osmizep le–t eInde sliguirbvleey ssu rveys = Response rate
Using the final figures from SoonerPlan Family Planning Program Member Satisfaction Survey,
the numerator and denominator used to compute your response rate are presented below:
1,75201 (5S (aMmapill)e +) –2 8571 0(P (Ihnoenlieg)i ble) = 15,20420 = 40.5%
A total of 502 respondents completed the survey yielding a response rate of 40.5%.
Sampling Error
All sample surveys are subject to sampling error; that is, the extent to which the results differ
from what would be obtained if every eligible member were surveyed. The size of the sampling
error largely depends on the percentage distribution of each question and the number of
members surveyed. For information on how to estimate sampling error based upon your
sample size, please see the Technical Notes.
9 An ineligible disposition of “Language Barrier” is assigned when a member indicates that they would like the SoonerPlan Family
Planning Program survey administered in a different language aside from English or Spanish.
10 An ineligible disposition of “No Eligible Respondent” is assigned when a member indicates that they are not a member of the
SoonerPlan Family Planning Program.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 2-3
Respondent Profile
The characteristics of respondents surveyed should be representative of the SoonerPlan Family
Planning Program population. Page 2A shows the percentage of respondents by the following
member demographics:
 Age
 Gender
 Education
 Race/Ethnicity
Page 2B displays the demographic proportions for the SoonerPlan Family Planning Program
compared to previous results. To help you identify how your program’s population differs from
trend data, significant differences are highlighted. Significant differences are determined by a z-test.
(See Technical Notes for more information on this topic.)
Charts 2A – 2B
Profile of Survey Respondents Oklahoma Health Care Authority
Member Demographics SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
19-25
48.9%
26-34
36.1%
35-50
14.2%
51 or older
0.8%
AGE (Q33)
Male
0.6%
Female
99.4%
GENDER (Q34)
EDUCATION (Q35)
RACE/ETHNICITY (Q36 & Q37)*
n = 487 n = 493
The Myers Group Member Satisfaction Survey 2A
* Race/Ethnicity figures will not equal 100% because they are separate
questions. "Other" includes Native Hawaiian or Other Pacific Islander and
respondents who answered "Other."
HS graduate
or less
54.4%
Some college
36.9%
College
graduate or
more
8.8%
1.9%
12.2%
12.0%
12.2%
72.2%
10.9%
0% 20% 40% 60% 80%
Asian
American Indian or Alaska Native
Black or African American
Hispanic/Latino
White
Other
n = 480 Race n = 475
Ethnicity n = 477
Profile of Survey Respondents Oklahoma Health Care Authority
Demographic Trending
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
n n n 2010 to Fall
2008
2010 to Spring
2008
Age (Q33) 19-25 48.9% 44.1% 40.0% Not significant Not significant
26-34 36.1% 33.5% 38.8% Not significant Not significant
35-50 14.2% 21.8% 20.6% Sig. decrease Not significant
51 or older 0.8% 0.7% 0.6% Unable to Test Unable to Test
Gender (Q34) Male 0.6% 0.9% 2.9% Unable to Test Unable to Test
Female 99.4% 99.1% 97.1% Unable to Test Unable to Test
Education (Q35) HS graduate or less 54.4% 49.2% 48.7% Not significant Not significant
Some college 36.9% 42.3% 38.8% Not significant Not significant
College graduate or more 8.8% 8.5% 12.5% Not significant Not significant
Asian 1.9% 1.8% 0.9% Not significant Unable to Test
American Indian or Alaska
Native 12.2% 10.9% 12.3% Not significant Not significant
Black or African American 12.0% 11.8% 10.6% Not significant Not significant
Hispanic/Latino 12.2% 10.3% 10.0% Not significant Not significant
White 72.2% 73.7% 76.2% Not significant Not significant
Other 10.9% 8.7% 12.3% Not significant Not significant
264
2010
Significant Difference*
480
475
454
463
459
§ In Spring 2008, respondent eligibility to answer Q36 was based upon their answer to Q10, "In the last 12 months how many different health providers did you see
for SoonerPlan services?" Only those respondents who answered '1' or more to Q10, were able to provide a response to Q36. Given the aforementioned, caution
should be exercised when making comparisons.
449
239
Race/Ethnicity (Q36 & Q37)** §
Demographic Category
SoonerPlan Family Planning Program Member Satisfaction Survey
493
232
* Significance Testing - "Sig. increase" denotes the result that would be found if a hypothesis test were conducted to determine if the current year percentage is
higher when compared to the previous survey administration period. 'Sig. decrease' denotes the result that would be found if a hypothesis test were conducted to
determine if the current year percentage is lower for when compared to the previous survey administration period. "Not Significant" denotes that there was
insufficient support to conclude that there was a significant difference between the percentages. "Unable to Test" denotes that there was insufficient sample size to
conduct the statistical test. All significance testing is performed at the 95% significance level.
** The sum of responses for Race may be greater than 100% as respondents are able to choose multiple response options. "Other" includes Native Hawaiian or
Other Pacific Islander and respondents who answered "Other."
Spring
2008
Fall
2008
487 160
The Myers Group Member Satisfaction Survey 2B
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 3-1
3. Summary Rate Comparison
The charts and graphs on the following pages outline SoonerPlan’s Summary Rate Scores for
the various composites and attributes defined by the 2010 SoonerPlan Family Planning
Program Member Satisfaction Survey in comparison to:
 Fall 2008 and Spring 2008 Attributes and Composites
 Fall 2008 and Spring 2008 Attributes and Composites (Graphical Comparison)
Only respondents who answered “Yes” to Question 1, which indicates current or past enrollment
in the SoonerPlan Family Planning Program, are included in these analyses. Results are
presented by Summary Rate Scores. Summary Rate Scores, defined by TMG to facilitate
comparisons, generally represent the combined percentage of the most positive response
option(s) for each question. Composite scores are calculated by taking the average Summary
Rate of those attributes within each section.
It is important to note that there were several significant survey tool modifications made in Fall
2008 and were carried over for the 2010 survey administration. In addition, SoonerPlan
members were identified for the 2010 survey administration through examination of claims paid
from SoonerPlan funds; by comparison, previous survey administrations depended upon
samples drawn from eligibility rolls, without regard to whether SoonerPlan services had been
accessed. As such, caution is advised when interpreting trend data.
Focus should be given to those attributes and composites that show significant changes in
Summary Rates. Significance testing determines if an observed difference is too large to have
occurred by chance alone and is provided wherever applicable on the comparison pages.
Please see the Technical Notes for more information on Significance Testing.
 Significant increase denotes the result that would be found if a statistical test were
conducted to determine if the percentage is notably higher and not due to chance alone.
 Significant decrease denotes the result that would be found if a statistical test were
conducted to determine if the percentage is notably lower and not due to chance alone.
 Unable to Test denotes that there is an insufficient sample size to conduct a hypothesis
test.
Charts 3A – 3B
Trend Comparisons Oklahoma Health Care Authority
Composites and Attributes SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Fall 2008 to
2010
Spring 2008 to
2010
SoonerPlan Family Planning Program Membership & Sign Up 457 82.2% 432 86.2% 260 80.3% Not significant Not significant
Q3. How much of a problem, if any, did you have getting signed up for the
SoonerPlan Program? Not a problem 457 93.4% 432 94.7% 260 90.8% Not significant Not significant
Q4. Think about any time that you may have spoken on the phone with
SoonerPlan staff. How helpful were they? Very helpful 210 71.0% 237 77.6% 139 69.8% Not significant Not significant
Provider Referrals & Complaint Resolution 138 64.5% 145 64.9% 89 72.8% Not significant Not significant
Q6. How satisfied were you with SoonerPlan's help when they referred you
to a health provider? (If 'Yes' to Q5) Very satisfied 138 74.6% 145 76.6% 89 73.0% Not significant Not significant
Q7. If you had to call and complain about SoonerPlan, how respectful was
the staff? Very respectful 46 54.3% 75 53.3% 40 72.5% Not significant Not significant
Member Health Provider - Access & Experience 315 86.6% 308 88.0% 165 88.5% Not significant Not significant
Q12. How long did you usually have to wait between making an
appointment and getting to see the health provider? (If 1 or more in Q10) 21 days or less 308 89.3% 300 90.0% 165 87.9% Not significant Not significant
Q13. How often did this health provider explain things in a way you could
understand? (If 1 or more in Q10) 315 93.0% 308 92.5% 164 90.2% Not significant Not significant
Q14. How often did this health provider show respect for what you had to
say? (If 1 or more in Q10) 312 91.7% 305 94.4% 165 95.2% Not significant Not significant
Q15. How often did this health provider spend enough time with you? (If 1
or more in Q10) 314 88.2% 305 91.5% 162 92.6% Not significant Not significant
Q16. During your visits with this health provider, did he or she tell you there
was more than one choice for your treatment or health care? (If 1 or more in
Q10)
292 63.0% 296 65.2% 159 70.4% Not significant Not significant
Q17. Did this health provider talk to you about the pros and cons of each
choice for your treatment or health care? (If 1 or more in Q10 and 'Yes' to
Q16)
179 94.4% 191 94.2% 110 94.5% Not significant Not significant
Medication & Pharmacy
Q20. How much of a problem, if any, did you have with getting medicine at
a store or pharmacy? (If 1 or more in Q10 and 'Yes' to Q19) Had no problem 169 88.8% 127 87.4% 100 84.0% Not significant Not significant
Birth Control, Lab Tests, STDs, & Pap Test 315 87.9% 310 83.7% 159 77.5% Not significant Sig. Increase
Q21. During your visit with a SoonerPlan health provider, did you get
information about birth control? (If 1 or more in Q10) 311 92.9% 308 87.7% 159 83.6% Sig. increase Sig. Increase
Q22. Did you get birth control supplies during your visit? (If 1 or more in
Q10) 312 81.7% 310 75.8% 157 70.1% Not significant Sig. Increase
Q23. Did you have lab tests (such as a Pap test, urine test, or blood test)?
(If 1 or more in Q10) 315 88.6% 309 83.8% 157 77.7% Not significant Sig. Increase
Q24. Did you get information about preventing the spread of sexually
transmitted diseases? (If 1 or more in Q10) 314 82.2% 309 79.9% 153 69.3% Not significant Sig. Increase
Q25. Pap tests are used to check for cervical cancer. Did a health provider
talk to you about having a Pap test every year? (Females only) (If 1 or more
in Q10)**
309 94.2% 305 91.5% 157 86.6% Not significant Sig. Increase
Information about SoonerPlan Program and Benefits 476 65.1% 453 62.9% 0 NA Not significant NA
Q29. How helpful was the information that you were mailed? (If 'Yes' to
Q28) Very helpful 188 63.3% 158 58.2% NA NA Not significant NA
Q30. Did you know that SoonerPlan covers only family planning services? 440 85.9% 431 81.9% NA NA Not significant NA
Q31. Did you know that SoonerPlan and SoonerCare Choice are not the
same program? 442 63.1% 424 59.4% NA NA Not significant NA
Q32. Did you know that you can call a toll-free phone number (800-987-
7767) and ask someone if your benefits are limited to family planning
services?
476 48.1% 453 51.9% NA NA Not significant NA
Overall Satisfaction with SoonerPlan
Q8. Overall, how satisfied were you with SoonerPlan? Very satisfied 443 79.9% 413 79.7% 246 73.6% Not significant Not significant
Overall Satisfaction with Health Providers
Q18. How would you rate this health provider overall? Use any number
from 0 to 10, where 0 is the worst health provider possible and 10 is the
best health provider possible. (If 1 or more in Q10)
8-10 317 79.5% 308 78.9% 162 75.9% Not significant Not significant
Fall 2008 Spring 2008
Significance Testing***
** Please note that respondent eligibility for Q25 is based upon information related to the member's gender provided in the SoonerCare Family Planning Program database.
Always/Usually
Yes
Composite/Attribute Summary Rate
Definition
Yes
*** Significance Testing - "Sig. increase" denotes the result that would be found if a hypothesis test were conducted to determine if the current year percentage is higher when compared to the
previous survey administration period. 'Sig. decrease' denotes the result that would be found if a hypothesis test were conducted to determine if the current year percentage is lower for when
compared to the previous survey administration period. "Not Significant" denotes that there was insufficient support to conclude that there was a significant difference between the
percentages. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
* Summary Rate Scores are defined by TMG and generally represent the most positive response option(s).
Yes
Oklahoma Health Care Authority Valid n and
Summary Rate Score*
2010
The Myers Group Member Satisfaction Survey 3A
Trend Comparisons Oklahoma Health Care Authority
Composites SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
SoonerPlan Family
Planning Program
Membership & Sign
Up
Medication &
Pharmacy
Member Health
Provider - Access &
Experience
Provider Referrals &
Complaint
Resolution
82.2%
64.5%
86.6%
88.8%
87 9%
2010
Fall 2008
Spring 2008
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall
2008 and continued in 2010.
Overall Satisfaction
with Health
Providers
Overall Satisfaction
with SoonerPlan
Information about
SoonerPlan Program
and Benefits
Birth Control, Lab
Tests, STDs, & Pap
Test
87.9%
65.1%
79.9%
79.5%
86.2%
64.9%
88.0%
87.4%
83.7%
62.9%
79.7%
78.9%
80.3%
72.8%
88.5%
84.0%
77.5%
NA
73.6%
75.9%
The Myers Group Member Satisfaction Survey 3B
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 4-1
4. Question Summaries
The proportion of respondents who fall into each response category for all questions is shown
on pages 4A – 4J. Each question addresses the member’s rating of the various services
provided by the SoonerPlan Family Planning Program. The question summary pages are
broken down into several sections, which are described below:
Valid n and Category Responses
The Valid n represents the number of respondents who answered each question. This number
may be lower than the total number of respondents who completed the survey because
respondents chose not to answer the question. The Category Response section provides the
percentage of respondents who selected each response option.
Summary Rate Scores
The Summary Rate Scores section provides trend comparisons of the program’s Summary Rate
Scores.11 Summary Rate Scores generally represent the combined percentage of the most
positive response option(s) for each question and are shaded gray.
Significance Testing
On each page, the Summary Rate Scores are compared to the other set of scores specified.
Significance testing determines if an observed difference is too large to have occurred by
chance along. Focus should be given to those attributes that show significant changes in
satisfaction scores.
Charts 4A – 4J
11 Please use caution when interpreting trend data as there were several significant survey tool modifications made in Fall 2008 and
continued in 2010.
Question Summaries Oklahoma Health Care Authority
SoonerPlan Family Planning Program Membership & Sign Up SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
97.7% 2.3%
The Internet Other media Friends or family
Flyers in a doctor's
office or clinic
A health provider
like a doctor or
nurse
The state or county
Health Department Other****
0.9% 0.4% 14.0% 4.7% 15.8% 56.4% 7.8%
A big problem A small problem Not a problem
1.8% 4.8% 93.4%
Not at all helpful Somewhat helpful Very helpful
Have not spoken to
anyone on the phone
from SoonerPlan
4.8% 24.3% 71.0% n = 249
** Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
71.0%
Q3. How much of a problem, if any,
did you have getting signed up for
the SoonerPlan Program?
457
Survey Item Valid
n
97.7%
Not significant
Significance Testing***
Q4. Think about any time that you
may have spoken on the phone with
SoonerPlan staff. How helpful were
they?
210
93.4% 90.8% Not significant
Q2. How did you learn about the
SoonerPlan Family Planning
Program?
450
Summary Rate**
NA NA
**** The SoonerPlan Family Planning Program Member Satisfaction Survey tool allows those respondents who selected the response option "Other" to provide further explanation. For more information, please refer to the Comments
portion (Section 10) of this report.
* To continue the SoonerPlan Family Planning Program Member Satisfaction Survey, respondents must answer 'Yes' to Q1. Respondents who answer 'No' or do not provide an answer to this question are instructed to answer the
demographic questions (Q32 - Q37) at the end of the survey tool.
*** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
NA
94.7%
Category Responses
Q1. Our records show that you are
now in the SoonerPlan Family
Planning Program or you were in
SoonerPlan within the last 12
months. Is that right?*
471 Not significant
77.6%
Sig. increase
NA
Not significant
69.8% Not signficant
94.2% 97.4%
NA
The Myers Group Member Satisfaction Survey 4A
Question Summaries Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
30.9% 69.1%
Not at all satisfied Somewhat satisfied Very satisfied
2.9% 22.5% 74.6%
Not at all respectful Somewhat respectful Very respectful Have not called to complain
8.7% 37.0% 54.3% n = 412
Not at all satisfied Somewhat satisfied Very satisfied
0.9% 19.2% 79.9%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Not significant
Not significant
Significance Testing**
Q8. Overall, how satisfied were you with SoonerPlan? 443 79.9%
Q6. How satisfied were you with SoonerPlan's help when
they referred you to a health provider? (If 'Yes' to Q5) 138
54.3%
73.0% Not significant
Provider Referrals, Complaint Resolution, &
Overall Satisfaction with SoonerPlan
Survey Item Valid n Category Responses
Q5. A health provider is a doctor, physician assistant,
nurse practitioner or nurse you saw for SoonerPlan
Family Planning services. Did SoonerPlan refer you to a
health provider?
453
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests were
conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
53.3% 72.5% Not significant
79.7%
30.9%
74.6%
Q7. If you had to call and complain about SoonerPlan,
how respectful was the staff? 46
73.6% Not significant
34.6%
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
Summary Rate*
Not significant
Not significant
35.6% Not significant
76.6%
The Myers Group Member Satisfaction Survey 4B
Question Summaries Oklahoma Health Care Authority
Provider Visitation SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
None 1 2 3 More than 3
28.0% 51.8% 17.2% 2.0% 1.1%
1-2 3-4 5-6 6 or more
63.8% 24.8% 7.2% 4.2%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Significance Testing**
Sig. decrease
NA NA
72.0%
NA
Q11. In the last 12 months, how many visits to health
providers did you have that were directly related to the
SoonerPlan Family Planning Program? (If 1 or more in Q10)
307
Valid n Category Responses
Q10. In the last 12 months how many different health
providers did you see for SoonerPlan services? 454
Survey Item
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
The next questions are about your health care as part of the
SoonerPlan Family Planning Program. A health provider is a
doctor, physician assistance, nurse practitioner or nurse. You
may have seen more than one health provider for SoonerPlan
services.
Summary Rate*
78.5% 70.3% Not significant
NA NA
The Myers Group Member Satisfaction Survey 4C
Question Summaries Oklahoma Health Care Authority
Member Health Provider - Access & Experience SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
13 days 47 days 814 days 1521 days More than 21 days
39.6% 26.9% 18.2% 4.5% 10.7%
Never Sometimes Usually Always
1.0% 6.0% 17.8% 75.2%
Never Sometimes Usually Always
0.6% 7.7% 13.5% 78.2%
Never Sometimes Usually Always
2.9% 8.9% 21.7% 66.6%
Yes No
63.0% 37.0%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Not significant
Not significant
Not significant
Not significant
Not significant Not significant
Not significant
Category Responses
Survey Item
For the next set of questions, think about the health
provider you have seen the most often for SoonerPlan
services.
Q15. How often did this health provider spend enough
time with you? (If 1 or more in Q10) 314
Significance Testing**
Valid n
308
312
Q12. How long did you usually have to wait between
making an appointment and getting to see the health
provider? (If 1 or more in Q10)
315
89.3%
63.0%
Q14. How often did this health provider show respect
for what you had to say? (If 1 or more in Q10)
Q13. How often did this health provider explain things
in a way you could understand? (If 1 or more in Q10)
91.7%
292
90.2% Not significant
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
93.0%
92.6% Not significant
Summary Rate*
90.0% 87.9%
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
92.5%
94.4% 95.2% Not significant
88.2% 91.5%
65.2% 70.4%
Q16. During your visits with this health provider, did
he or she tell you there was more than one choice for
your treatment or health care? (If 1 or more in Q10)
The Myers Group Member Satisfaction Survey 4D
Question Summaries Oklahoma Health Care Authority
Member Health Provider - Access & Experience (Continued) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
94.4% 5.6%
0-3 4-7 8-10
2.5% 18.0% 79.5%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Not significant
Not significant
94.4%
Category Responses
Not significant
78.9% 75.9% Not significant
Survey Item
For the next set of questions, think about the health provider you
have seen the most often for SoonerPlan services.
Significance Testing**
79.5%
Q18. How would you rate this health provider overall? Use
any number from 0 to 10, where 0 is the worst health provider
possible and 10 is the best health provider possible. (If 1 or
more in Q10)
317
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
Summary Rate*
94.2% 94.5%
Valid n
Q17. Did this health provider talk to you about the pros and
cons of each choice for your treatment or health care? (If 1 or
more in Q10 and 'Yes' to Q16)
179
The Myers Group Member Satisfaction Survey 4E
Question Summaries Oklahoma Health Care Authority
Medication & Pharmacy SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
54.5% 45.5%
Had a big problem
getting medicine
Had a small problem
getting medicine
Had no problem getting
medicine
3.0% 8.3% 88.8%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Sig. increase
Not significant
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
312
Summary Rate*
41.7% 56.2%
Survey Item
The SoonerPlan Family Planning Program covers certain
prescription medicines. The next questions refer to these
medicines.
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or pharmacy? (If
1 or more in Q10)
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
Significance Testing**
54.5%
Q20. How much of a problem, if any, did you have with getting
medicine at a store or pharmacy? (If 1 or more in Q10 and 'Yes'
to Q19)
169 Not significant
Category Responses
Not significant.
88.8% 87.4% 84.0%
Valid n
The Myers Group Member Satisfaction Survey 4F
Question Summaries Oklahoma Health Care Authority
Birth Control, Lab Tests, STDs, Pregnancy, & Pap Test SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
92.9% 7.1%
Yes No
81.7% 18.3%
Yes No
88.6% 11.4%
Yes No
82.2% 17.8%
Yes No
94.2% 5.8%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
** Please note that respondent eligibility for Q25 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program database.
70.1%
Q25. Pap tests are used to check for cervical cancer. Did a health
provider talk to you about having a Pap test every year? (Females
only) (If 1 or more in Q10)**
309 94.2%
Q24. Did you get information about preventing the spread of
sexually transmitted diseases? (If 1 or more in Q10) 314 82.2%
Sig. Increase
311
Q22. Did you get birth control supplies during your visit? (If 1 or
more in Q10)
Summary Rate*
83.8% 77.7%
Significance Testing***
312
Valid n
Survey Item
Please answer the next set of questions about your experience with
any health providers (doctors, nurses, etc.) in the SoonerPlan Family
Planning Program.
92.9%
81.7%
Q23. Did you have lab tests (such as a Pap test, urine test, or
blood test)? (If 1 or more in Q10) 315 88.6%
Category Responses
Q21. During your visit with a SoonerPlan health provider, did you
get information about birth control? (If 1 or more in Q10)
*** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found
when hypothesis tests were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed
at the 95% significance level.
79.9% 69.3% Sig. Increase
91.5%
87.7% 83.6%
75.8% Sig. Increase
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
86.6% Sig. Increase
Sig. increase Sig. Increase
Not significant
Not significant
Not significant
Not significant
The Myers Group Member Satisfaction Survey 4G
Question Summaries Oklahoma Health Care Authority
Birth Control, Lab Tests, STDs, Pregnancy, & Pap Test (Continued) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
12.6% 87.4%
Yes No Unsure
3.8% 94.1% 2.0%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
** Please note that respondent eligibility for Q26 & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program database.
Not significant
3.8% Not significant
Survey Item
Please answer the next set of questions about your experience with any
health providers (doctors, nurses, etc.) in the SoonerPlan Family Planning
Program.
Not significant
444
Q27. Are you pregnant now? (Females only)** 444
12.6%
4.6%
10.1% Not significant
Note: Please use caution when interpreting Spring 2008 trend data as there were several significant survey tool modifications made in Fall 2008 and continued in 2010.
*** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
Q26. Have you given birth within the last 12 months? (Females only)**
Summary Rate*
12.8%
2.1%
Significance Testing***
Valid n Category Responses
The Myers Group Member Satisfaction Survey 4H
Question Summaries Oklahoma Health Care Authority
Information about SoonerPlan Program and Benefits SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
2010 Fall 2008 Spring
2008
Fall 2008 to
2010
Spring 2008
to 2010
Yes No
50.5% 49.5%
Not at all helpful Somewhat helpful Very helpful Have not read it yet
2.1% 34.6% 63.3% n = 24
Yes No
85.9% 14.1%
Yes No
63.1% 36.9%
Yes No
48.1% 51.9%
* Summary Rate Scores are the sum of the most favorable response options (those options shaded gray).
Significance Testing**
50.5%
Survey Item
Valid n Category Responses
Q28. Have you received any letters or information in the mail
about your SoonerPlan benefits? 436 NA Sig. increase
Q32. Did you know that you can call a toll-free phone number
(800-987-7767) and ask someone if your benefits are limited to
family planning services?
476 48.1%
Q29. How helpful was the information that you were mailed? (If
'Yes' to Q28) 188 63.3%
Q30. Did you know that SoonerPlan covers only family planning
services? 440 85.9%
NA
Q31. Did you know that SoonerPlan and SoonerCare Choice are
not the same program? 442 63.1%
Not significant
Not significant
Not significant
The phrase “family planning services” refers to a limited set of medical services. Some of these family planning services involve testing for pregnancy or sexually transmitted diseases, and medicine to keep pregnancy from occurring.
** Significance Testing - "Sig. decrease" denotes the results that were found when hypothesis tests were conducted to determine if the percentage is lower. "Sig. increase" denotes the results that were found when hypothesis tests
were conducted to determine if the percentage is higher. "Unable to Test" denotes that there was insufficient sample size to conduct the statistical test. All significance testing is performed at the 95% significance level.
81.9% NA NA
59.4% NA NA
Summary Rate*
51.9% NA Not significant NA
41.0% NA
58.2% NA
The Myers Group Member Satisfaction Survey 4I
Question Summaries Oklahoma Health Care Authority
Demographics SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
19-20 21-25 26-29 30-34 35-39 40-44 45-50 51 or older
7.4% 41.5% 21.4% 14.8% 7.6% 2.7% 3.9% 0.8%
19-20 21-25 26-29 30-34 35-39 40-44 45-50 51 or older
7.4% 41.3% 22.0% 14.6% 7.4% 2.7% 4.0% 0.4%
Male Female
0.6% 99.4%
Male Female
0.4% 99.6%
8th grade or less
Some high school, but
did not graduate
High school graduate or
GED
Some college or a 2-year
degree 4-year college graduate
More than a 4-year
college degree
2.5% 9.0% 42.9% 36.9% 7.5% 1.3%
8th grade or less
Some high school, but
did not graduate
High school graduate or
GED
Some college or a 2-year
degree 4-year college graduate
More than a 4-year
college degree
2.5% 9.3% 42.0% 37.3% 7.5% 1.4%
Yes No
12.2% 87.8%
Yes No
12.3% 87.7%
Asian
American Indian or
Alaska Native
Black or African
American
Native Hawaiian or other
Pacific Islander White Other
1.9% 12.2% 12.0% 2.3% 72.2% 8.6%
Asian
American Indian or
Alaska Native
Black or African
American
Native Hawaiian or other
Pacific Islander White Other
1.8% 11.8% 11.3% 2.3% 73.2% 8.1%
* The sum of responses for Race may be greater than 100% as respondents are able to choose multiple response options.
Survey Item
Q33. What is your age? (All Respondents)
Q34. Are you male or female? (All Respondents)
Q35. What is the highest grade or level of school that you
have completed? (All Respondents)
Q36. Are you of Hispanic or Latino origin or descent? (All
Respondents)
Q37. What is your race? (Please mark one or more) (All
Respondents)*
477
475
493
480
Valid n Category Responses
487
Q33. What is your age? (Repondents answering "Yes" to
Q1) 445
Q34. Are you male or female? (Repondents answering
"Yes" to Q1) 451
Q35. What is the highest grade or level of school that you
have completed? (Repondents answering "Yes" to Q1) 440
Q36. Are you of Hispanic or Latino origin or descent?
(Repondents answering "Yes" to Q1) 438
Q37. What is your race? (Please mark one or
more)(Repondents answering "Yes" to Q1)* 433
The Myers Group Member Satisfaction Survey 4J
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 5-1
5. Segmentation Analysis
Reviewing measures across different demographic categories may highlight a program’s ability
to meet the needs of a varied population. The SoonerPlan Family Planning Program Member
Satisfaction survey asks questions about member demographics, facilitating a market
segmentation of SoonerPlan members. Composites and attributes are listed with the
corresponding Summary Rate definitions, Valid n’s, and Summary Rate Scores for each
segmented group on Pages 5A – 5E.
Segmentation analysis is provided across the following:
 Medium by Which You Learned About the Program (Q2)
 Age (Q33)
 Gender (Q34)
 Education (Q35)
 Race & Ethnicity (Q36 & Q37)
The percentages represent the Summary Rate Score for each segment of the demographic
category. For example, in the table below, the Summary Rate Score for overall satisfaction with
SoonerPlan is the percentage of respondents who selected “Very satisfied.” The interpretation
of this example would be, “Of those respondents who are male, 100.0% rated their overall
satisfaction with SoonerPlan as ‘Very satisfied,’ while 79.4% of females rated their overall
satisfaction with SoonerPlan as ‘Very satisfied.’”
SoonerPlan Family Planning Program Male Female
Q8. Overall, how satisfied were you with
SoonerPlan? 100.0% 79.4%
Please note that the range is also provided to assist you in identifying how Summary Rate
Scores for specific survey attributes may differ between demographic segments. The larger the
number, the greater the difference in Summary Rate Scores between demographic segments
for any given composite or attribute.
Caution is recommended when making comparisons between segments with a small Valid n
(less than 30), as the results may not be representative of the population.
Charts 5A – 5E
Segmentation Analysis Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
Not a
problem 4 100.0% 2 100.0% 63 92.1% 21 95.2% 70 91.4% 252 93.3% 35 97.1% 3.8%
Very helpful 4 25.0% 2 100.0% 37 59.5% 9 55.6% 34 82.4% 109 72.5% 11 81.8% 26.8%
Yes 4 25.0% 2 50.0% 61 45.9% 21 28.6% 70 25.7% 252 29.8% 34 26.5% 20.2%
Very
satisfied 1 100.0% 1 100.0% 28 71.4% 6 83.3% 18 55.6% 73 79.5% 9 77.8% 27.8%
Very
respectful 0 0.0% 1 100.0% 11 45.5% 0 0.0% 9 33.3% 22 59.1% 3 100.0% 59.1%
Very
satisfied 3 100.0% 2 100.0% 62 87.1% 21 85.7% 70 75.7% 241 78.8% 35 77.1% 11.4%
One or
more 4 100.0% 2 100.0% 63 68.3% 21 81.0% 71 77.5% 248 69.8% 35 74.3% 12.7%
Within 21
days 3 100.0% 2 100.0% 41 95.1% 17 82.4% 53 84.9% 161 90.1% 24 83.3% 12.8%
3 100.0% 2 100.0% 43 86.0% 17 82.4% 54 94.4% 166 94.6% 24 95.8% 12.2%
3 100.0% 2 100.0% 43 83.7% 17 94.1% 52 96.2% 163 91.4% 25 92.0% 12.4%
3 100.0% 2 100.0% 42 85.7% 17 88.2% 51 86.3% 166 88.6% 26 88.5% 2.8%
3 100.0% 2 50.0% 43 69.8% 17 64.7% 45 57.8% 155 64.5% 21 52.4% 12.0%
3 100.0% 1 100.0% 29 93.1% 10 90.0% 25 100.0% 99 92.9% 10 100.0% 10.0%
8-10 3 100.0% 2 50.0% 43 74.4% 17 76.5% 53 77.4% 167 80.2% 26 88.5% 5.8%
Yes 3 100.0% 2 100.0% 42 66.7% 17 47.1% 51 72.5% 165 43.0% 26 65.4% 29.5%
Had no
problem 3 100.0% 2 50.0% 28 100.0% 8 87.5% 37 86.5% 71 84.5% 17 94.1% 15.5%
3 100.0% 2 50.0% 43 90.7% 17 88.2% 51 96.1% 163 93.3% 26 92.3% 7.8%
3 100.0% 2 50.0% 42 73.8% 17 76.5% 51 88.2% 164 83.5% 26 73.1% 14.4%
3 100.0% 1 100.0% 42 83.3% 17 76.5% 52 86.5% 167 91.6% 26 88.5% 15.1%
3 66.7% 2 50.0% 41 85.4% 17 94.1% 53 84.9% 165 80.6% 26 73.1% 13.5%
3 100.0% 2 100.0% 40 95.0% 17 100.0% 52 94.2% 163 92.6% 26 96.2% 7.4%
3 33.3% 2 50.0% 60 13.3% 21 0.0% 68 14.7% 246 11.4% 35 17.1% 14.7%
3 0.0% 2 0.0% 60 5.0% 21 9.5% 68 2.9% 247 3.2% 35 5.7% 6.6%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Continued on the following page.
Medium by Which You Learned About the
Program (Q2)
Always/
Usually
Yes
Family or
friends
Q7. If you had to call and complain about SoonerPlan,
how respectful was the staff?
Q4. Think about any time that you may have spoken
on the phone with SoonerPlan staff. How helpful were
they?
Flyers in a
doctor's
office or
clinic
Other media
Composite/Attribute
Medium by Which You Learned
About the Program (Q2) Summary
Rate
Definition
Internet
Q3. How much of a problem, if any, did you have
getting signed up for the SoonerPlan Program?
Q8. Overall, how satisfied were you with SoonerPlan?
Q5. A health provider is a doctor, physician assistant,
nurse practitioner or nurse you saw for SoonerPlan
Family Planning services. Did SoonerPlan refer you to
a health provider?
Q6. How satisfied were you with SoonerPlan's help
when they referred you to a health provider? (If 'Yes' to
Q5)
Q16. During your visits with this health provider, did
he or she tell you there was more than one choice for
your treatment or health care? (If 1 or more in Q10)
Q10. In the last 12 months how many different health
providers did you see for SoonerPlan services?
Q12. How long did you usually have to wait between
making an appointment and getting to see the health
provider? (If 1 or more in Q10)
Q13. How often did this health provider explain things
in a way you could understand? (If 1 or more in Q10)
Q14. How often did this health provider show respect
for what you had to say? (If 1 or more in Q10)
Q15. How often did this health provider spend enough
time with you? (If 1 or more in Q10)
Q27. Are you pregnant now? (Females only)****
Q17. Did this health provider talk to you about the
pros and cons of each choice for your treatment or
health care? (If 1 or more in Q10 and 'Yes' to Q16)
Q18. How would you rate this health provider overall?
Use any number from 0 to 10, where 0 is the worst
health provider possible and 10 is the best health
provider possible. (If 1 or more in Q10)
Q23. Did you have lab tests (such as a Pap test, urine
test, or blood test)? (If 1 or more in Q10)
Q26. Have you given birth within the last 12 months?
(Females only)****
Q25. Pap tests are used to check for cervical cancer.
Did a health provider talk to you about having a Pap
test every year? (Females only) (If 1 or more in
Q10)****
Q21. During your visit with a SoonerPlan health
provider, did you get information about birth control? (If
1 or more in Q10)
Q24. Did you get information about preventing the
spread of sexually transmitted diseases? (If 1 or more
in Q10)
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment groups for
any given item. Due to small segmentation sample size, "Internet," "Other media," and "Other" are not included in range calculations.
Health
provider (I.e.
doctor or
nurse)
State or
County
Health
Department
Q22. Did you get birth control supplies during your
visit? (If 1 or more in Q10)
Yes
Range***
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or
pharmacy? (If 1 or more in Q10)
Q20. How much of a problem, if any, did you have
with getting medicine at a store or pharmacy? (If 1 or
more in Q10 and 'Yes' to Q19)
**** Please note that respondent eligibility for Q25, Q26, & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program
database.
Other
The Myers Group Member Satisfaction Survey 5A.1
Segmentation Analysis Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
Medium by Which You Learned About the
Program (Q2)
Family or
friends
Flyers in a
doctor's
office or
clinic
Other media
Composite/Attribute
Medium by Which You Learned
About the Program (Q2) Summary
Rate
Definition
Internet
Health
provider (I.e.
doctor or
nurse)
State or
County
Health
Department Range***
Other
Yes 3 33.3% 1 0.0% 59 55.9% 21 52.4% 67 58.2% 244 49.2% 33 36.4% 9.0%
Very helpful 1 0.0% 0 0.0% 30 76.7% 10 80.0% 33 63.6% 101 57.4% 10 70.0% 22.6%
3 100.0% 2 50.0% 58 82.8% 21 81.0% 69 92.8% 245 86.1% 34 79.4% 11.8%
3 66.7% 2 50.0% 59 54.2% 21 57.1% 69 66.7% 245 62.9% 35 71.4% 12.4%
3 33.3% 2 0.0% 59 54.2% 21 42.9% 66 54.5% 243 46.5% 33 51.5% 11.7%
Composites
62.5% 100.0% 75.8% 75.4% 86.9% 82.9% 89.5% 11.5%
§ 100.0% 58.4% § 44.4% 69.3% 88.9% 24.8%
100.0% 91.7% 85.6% 83.6% 86.6% 87.0% 85.3% 3.4%
100.0% 50.0% 100.0% 87.5% 86.5% 84.5% 94.1% 15.5%
93.3% 70.0% 85.6% 87.1% 90.0% 88.3% 84.6% 4.4%
50.0% § 67.0% 65.2% 69.4% 63.2% 68.1% 6.2%
100.0% 100.0% 87.1% 85.7% 75.7% 78.8% 77.1% 11.4%
100.0% 50.0% 74.4% 76.5% 77.4% 80.2% 88.5% 5.8%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Green indicates highest Summary Rate Score for that composite. Red indicates lowest Summary Rate Score for that composite.
§ At least one attribute within this composite has a valid n of zero. As such, a composite score was not calculated.
SoonerPlan Family Planning Program Membership
& Sign Up
Provider Referrals & Complaint Resolution
Member Health Provider - Access & Experience
Varies
Medication & Pharmacy
Birth Control, Lab Tests, STDs, & Pap Test
Yes
Q28. Have you received any letters or information in
the mail about your SoonerPlan benefits?
Overall Satisfaction with Health Providers
Q29. How helpful was the information that you were
mailed? (If 'Yes' to Q28)
Q30. Did you know that SoonerPlan covers only
family planning services?
Q31. Did you know that SoonerPlan and SoonerCare
Choice are not the same program?
Information about SoonerPlan Program and
Benefits
Q32. Did you know that you can call a toll-free phone
number (800-987-7767) and ask someone if your
benefits are limited to family planning services?
Overall Satisfaction with SoonerPlan
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment groups for
any given item. Due to small segmentation sample size, "Internet," "Other media," and "Other" are not included in range calculations.
The Myers Group Member Satisfaction Survey 5A.2
Segmentation Analysis Oklahoma Health Care Authority
Age (Q33) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
Not a
problem 216 93.5% 162 90.7% 62 98.4% 2 100.0% 7.6%
Very helpful 93 68.8% 78 75.6% 31 64.5% 0 0.0% 11.1%
Yes 213 27.2% 163 31.3% 63 34.9% 1 100.0% 7.7%
Very
satisfied 57 61.4% 50 78.0% 22 90.9% 1 100.0% 29.5%
Very
respectful 22 59.1% 15 40.0% 8 75.0% 0 0.0% 35.0%
Very
satisfied 207 75.8% 159 83.0% 60 80.0% 2 100.0% 7.2%
One or more 213 71.4% 162 70.4% 63 73.0% 2 50.0% 2.6%
Within 21
days 140 90.0% 111 86.5% 46 91.3% 1 100.0% 4.8%
149 91.3% 112 94.6% 45 93.3% 1 100.0% 3.4%
147 90.5% 112 92.0% 45 93.3% 1 100.0% 2.9%
148 85.8% 112 90.2% 46 89.1% 1 100.0% 4.4%
143 65.7% 103 61.2% 40 60.0% 1 100.0% 5.7%
91 94.5% 63 92.1% 22 100.0% 1 100.0% 7.9%
8-10 150 78.0% 113 77.0% 46 89.1% 1 100.0% 12.1%
Yes 149 55.0% 110 57.3% 45 53.3% 1 0.0% 3.9%
Had no
problem 82 89.0% 63 87.3% 23 91.3% 0 0.0% 4.0%
149 94.0% 109 94.5% 45 86.7% 1 0.0% 7.8%
148 84.5% 110 80.9% 46 71.7% 1 100.0% 12.7%
149 91.3% 113 88.5% 46 78.3% 1 100.0% 13.0%
151 90.1% 111 78.4% 45 64.4% 1 100.0% 25.6%
147 93.9% 112 96.4% 44 88.6% 1 100.0% 7.8%
213 19.2% 162 9.3% 62 0.0% 2 0.0% 19.2%
213 5.2% 162 3.1% 62 1.6% 2 0.0% 3.6%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Continued on the following page.
35-50 51 or older
Composite/Attribute
Age (Q33) Summary
Rate
Definition
19-25 26-34
Q17. Did this health provider talk to you about the pros and
cons of each choice for your treatment or health care? (If 1 or
more in Q10 and 'Yes' to Q16)
Q7. If you had to call and complain about SoonerPlan, how
respectful was the staff?
Q4. Think about any time that you may have spoken on the
phone with SoonerPlan staff. How helpful were they?
Q3. How much of a problem, if any, did you have getting
signed up for the SoonerPlan Program?
Q8. Overall, how satisfied were you with SoonerPlan?
Q5. A health provider is a doctor, physician assistant, nurse
practitioner or nurse you saw for SoonerPlan Family Planning
services. Did SoonerPlan refer you to a health provider?
Q6. How satisfied were you with SoonerPlan's help when they
referred you to a health provider? (If 'Yes' to Q5)
Q10. In the last 12 months how many different health providers
did you see for SoonerPlan services?
Q12. How long did you usually have to wait between making an
appointment and getting to see the health provider? (If 1 or
more in Q10)
Q13. How often did this health provider explain things in a way
you could understand? (If 1 or more in Q10)
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item. Due to small segmentation sample size, "51 or older" is not included in range calculations.
Always/
Usually
Yes
Q14. How often did this health provider show respect for what
you had to say? (If 1 or more in Q10)
Q15. How often did this health provider spend enough time
with you? (If 1 or more in Q10)
Q16. During your visits with this health provider, did he or she
tell you there was more than one choice for your treatment or
health care? (If 1 or more in Q10)
Q18. How would you rate this health provider overall? Use any
number from 0 to 10, where 0 is the worst health provider
possible and 10 is the best health provider possible. (If 1 or
more in Q10)
Q25. Pap tests are used to check for cervical cancer. Did a
health provider talk to you about having a Pap test every year?
(Females only) (If 1 or more in Q10)****
**** Please note that respondent eligibility for Q25, Q26, & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program
database.
Q23. Did you have lab tests (such as a Pap test, urine test, or
blood test)? (If 1 or more in Q10)
Q26. Have you given birth within the last 12 months?
(Females only)****
Q21. During your visit with a SoonerPlan health provider, did
you get information about birth control? (If 1 or more in Q10)
Q22. Did you get birth control supplies during your visit? (If 1 or
more in Q10)
Yes
Q24. Did you get information about preventing the spread of
sexually transmitted diseases? (If 1 or more in Q10)
Range***
Q27. Are you pregnant now? (Females only)****
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or pharmacy? (If
1 or more in Q10)
Q20. How much of a problem, if any, did you have with getting
medicine at a store or pharmacy? (If 1 or more in Q10 and 'Yes'
to Q19)
The Myers Group Member Satisfaction Survey 5B.1
Segmentation Analysis Oklahoma Health Care Authority
Age (Q33) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
35-50 51 or older
Composite/Attribute
Age (Q33) Summary
Rate
Definition
19-25 26-34
Range***
Yes 211 46.4% 159 55.3% 61 47.5% 2 100.0% 8.9%
Very helpful 82 61.0% 79 65.8% 25 60.0% 1 100.0% 5.8%
211 87.7% 162 85.2% 63 81.0% 2 100.0% 6.7%
212 64.6% 162 64.2% 63 54.0% 2 50.0% 10.7%
229 50.2% 173 50.9% 68 36.8% 4 0.0% 14.1%
Composites
81.2% 83.2% 81.5% § 2.0%
60.2% 59.0% 83.0% § 24.0%
86.3% 86.1% 87.9% 100.0% 1.8%
89.0% 87.3% 91.3% § 4.0%
90.7% 87.7% 77.9% 80.0% 12.8%
65.9% 66.5% 57.9% 62.5% 8.6%
75.8% 83.0% 80.0% 100.0% 7.2%
78.0% 77.0% 89.1% 100.0% 12.1%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Green indicates highest Summary Rate Score for that composite. Red indicates lowest Summary Rate Score for that composite.
SoonerPlan Family Planning Program Membership & Sign
Up
Medication & Pharmacy
Q29. How helpful was the information that you were mailed? (If
'Yes' to Q28)
Overall Satisfaction with Health Providers
§ At least one attribute within this composite has a valid n of zero. As such, a composite score was not calculated.
Overall Satisfaction with SoonerPlan
Q30. Did you know that SoonerPlan covers only family planning
services?
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item. Due to small segmentation sample size, "51 or older" is not included in range calculations.
Q28. Have you received any letters or information in the mail
about your SoonerPlan benefits?
Provider Referrals & Complaint Resolution
Member Health Provider - Access & Experience
Varies
Birth Control, Lab Tests, STDs, & Pap Test
Q31. Did you know that SoonerPlan and SoonerCare Choice
are not the same program?
Q32. Did you know that you can call a toll-free phone number
(800-987-7767) and ask someone if your benefits are limited to
family planning services?
Yes
Information about SoonerPlan Program and Benefits
The Myers Group Member Satisfaction Survey 5B.2
Segmentation Analysis Oklahoma Health Care Authority
Gender (Q34) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid n* SRS** Valid n* SRS**
Not a problem 2 100.0% 446 93.3% NA
Very helpful 0 0.0% 205 70.2% NA
Yes 2 0.0% 442 30.5% NA
Very satisfied 0 0.0% 133 73.7% NA
Very respectful 0 0.0% 45 55.6% NA
Very satisfied 2 100.0% 432 79.4% NA
One or more 2 100.0% 444 71.4% NA
Within 21 days 2 100.0% 301 89.0% NA
2 100.0% 310 92.9% NA
2 100.0% 309 91.6% NA
2 100.0% 311 88.1% NA
2 0.0% 289 63.3% NA
0 0.0% 178 94.4% NA
8-10 2 50.0% 314 79.6% NA
Yes 2 50.0% 309 54.7% NA
Had no problem 1 100.0% 168 88.7% NA
2 50.0% 308 93.2% NA
2 0.0% 309 82.2% NA
2 50.0% 312 88.8% NA
2 50.0% 311 82.3% NA
NA NA 308 94.2% NA
NA NA 443 12.6% NA
NA NA 443 3.8% NA
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Continued on the following page.
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or pharmacy? (If
1 or more in Q10)
Q20. How much of a problem, if any, did you have with getting
medicine at a store or pharmacy? (If 1 or more in Q10 and 'Yes'
to Q19)
Q21. During your visit with a SoonerPlan health provider, did
you get information about birth control? (If 1 or more in Q10)
*** Range - Not included due to the small sample size of certain segments.
Yes
Q26. Have you given birth within the last 12 months? (Females
only)****
Q22. Did you get birth control supplies during your visit? (If 1 or
more in Q10)
Q27. Are you pregnant now? (Females only)****
**** Please note that respondent eligibility for Q25, Q26, & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program
database.
Q7. If you had to call and complain about SoonerPlan, how
respectful was the staff?
Q4. Think about any time that you may have spoken on the
phone with SoonerPlan staff. How helpful were they?
Q5. A health provider is a doctor, physician assistant, nurse
practitioner or nurse you saw for SoonerPlan Family Planning
services. Did SoonerPlan refer you to a health provider?
Q3. How much of a problem, if any, did you have getting signed
up for the SoonerPlan Program?
Q8. Overall, how satisfied were you with SoonerPlan?
Q16. During your visits with this health provider, did he or she
tell you there was more than one choice for your treatment or
health care? (If 1 or more in Q10)
Q10. In the last 12 months how many different health providers
did you see for SoonerPlan services?
Q6. How satisfied were you with SoonerPlan's help when they
referred you to a health provider? (If 'Yes' to Q5)
Composite/Attribute
Gender (Q34)
Summary Rate
Definition Range***
Male Female
Yes
Q18. How would you rate this health provider overall? Use any
number from 0 to 10, where 0 is the worst health provider
possible and 10 is the best health provider possible. (If 1 or
more in Q10)
Q12. How long did you usually have to wait between making an
appointment and getting to see the health provider? (If 1 or more
in Q10)
Q13. How often did this health provider explain things in a way
you could understand? (If 1 or more in Q10)
Q14. How often did this health provider show respect for what
you had to say? (If 1 or more in Q10)
Q15. How often did this health provider spend enough time with
you? (If 1 or more in Q10)
Always/ Usually
Q17. Did this health provider talk to you about the pros and
cons of each choice for your treatment or health care? (If 1 or
more in Q10 and 'Yes' to Q16)
Q23. Did you have lab tests (such as a Pap test, urine test, or
blood test)? (If 1 or more in Q10)
Q25. Pap tests are used to check for cervical cancer. Did a
health provider talk to you about having a Pap test every year?
(Females only) (If 1 or more in Q10)****
Q24. Did you get information about preventing the spread of
sexually transmitted diseases? (If 1 or more in Q10)
The Myers Group Member Satisfaction Survey 5C.1
Segmentation Analysis Oklahoma Health Care Authority
Gender (Q34) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Composite/Attribute Valid n* SRS** Valid n* SRS**
Gender (Q34)
Summary Rate
Definition Range***
Male Female
Yes 2 50.0% 433 50.3% NA
Very helpful 1 100.0% 186 62.9% NA
2 0.0% 437 86.3% NA
2 0.0% 439 63.3% NA
3 33.3% 472 48.1% NA
Composites
§ 81.8% NA
§ 64.6% NA
§ 86.6% NA
100.0% 88.7% NA
NA 88.1% NA
33.3% 65.1% NA
100.0% 79.4% NA
50.0% 79.6% NA
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Green indicates highest Summary Rate Score for that composite. Red indicates lowest Summary Rate Score for that composite.
Q31. Did you know that SoonerPlan and SoonerCare Choice
are not the same program?
Q32. Did you know that you can call a toll-free phone number
(800-987-7767) and ask someone if your benefits are limited to
family planning services?
Information about SoonerPlan Program and Benefits
Overall Satisfaction with SoonerPlan
*** Range - Not included due to the small sample size of certain segments.
Provider Referrals & Complaint Resolution
Q29. How helpful was the information that you were mailed? (If
'Yes' to Q28)
Q30. Did you know that SoonerPlan covers only family planning
services?
Yes
§ At least one attribute within this composite has a valid n of zero. As such, a composite score was not calculated.
Varies
SoonerPlan Family Planning Program Membership & Sign
Up
Q28. Have you received any letters or information in the mail
about your SoonerPlan benefits?
Medication & Pharmacy
Birth Control, Lab Tests, STDs, & Pap Test
Member Health Provider - Access & Experience
Overall Satisfaction with Health Providers
The Myers Group Member Satisfaction Survey 5C.2
Segmentation Analysis Oklahoma Health Care Authority
Education (Q35) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid n* SRS** Valid n* SRS**
Not a problem 236 94.1% 202 92.1% 2.0%
Very helpful 105 71.4% 95 69.5% 2.0%
Yes 234 34.2% 201 25.4% 8.8%
Very satisfied 78 73.1% 51 74.5% 1.4%
Very respectful 25 64.0% 19 42.1% 21.9%
Very satisfied 229 81.2% 194 76.8% 4.4%
One or more 232 66.4% 203 77.3% 11.0%
Within 21 days 147 91.2% 149 86.6% 4.6%
152 92.1% 153 93.5% 1.4%
151 92.7% 152 90.1% 2.6%
150 88.0% 155 87.7% 0.3%
142 64.8% 144 62.5% 2.3%
89 93.3% 88 95.5% 2.2%
8-10 154 81.2% 155 77.4% 3.7%
Yes 152 48.0% 152 63.2% 15.1%
Had no problem 72 90.3% 96 87.5% 2.8%
150 92.0% 153 93.5% 1.5%
153 82.4% 151 80.1% 2.2%
153 89.5% 155 87.1% 2.4%
152 84.2% 155 80.6% 3.6%
152 94.7% 151 93.4% 1.4%
234 15.8% 201 9.5% 6.4%
235 3.8% 200 4.0% 0.2%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Continued on the following page.
Q10. In the last 12 months how many different health providers
did you see for SoonerPlan services?
Q21. During your visit with a SoonerPlan health provider, did
you get information about birth control? (If 1 or more in Q10)
Q12. How long did you usually have to wait between making an
appointment and getting to see the health provider? (If 1 or more
in Q10)
Q18. How would you rate this health provider overall? Use any
number from 0 to 10, where 0 is the worst health provider
possible and 10 is the best health provider possible. (If 1 or
more in Q10)
Some college or more
Q5. A health provider is a doctor, physician assistant, nurse
practitioner or nurse you saw for SoonerPlan Family Planning
services. Did SoonerPlan refer you to a health provider?
Q6. How satisfied were you with SoonerPlan's help when they
referred you to a health provider? (If 'Yes' to Q5)
Always/ Usually
Composite/Attribute
Q3. How much of a problem, if any, did you have getting signed
up for the SoonerPlan Program?
High school graduate or less
Q7. If you had to call and complain about SoonerPlan, how
respectful was the staff?
Q15. How often did this health provider spend enough time with
you? (If 1 or more in Q10)
Q4. Think about any time that you may have spoken on the
phone with SoonerPlan staff. How helpful were they?
Q16. During your visits with this health provider, did he or she
tell you there was more than one choice for your treatment or
health care? (If 1 or more in Q10)
Q14. How often did this health provider show respect for what
you had to say? (If 1 or more in Q10)
Q25. Pap tests are used to check for cervical cancer. Did a
health provider talk to you about having a Pap test every year?
(Females only) (If 1 or more in Q10)****
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item.
Q8. Overall, how satisfied were you with SoonerPlan?
Education (Q35)
**** Please note that respondent eligibility for Q25, Q26, & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program
database.
Yes
Q23. Did you have lab tests (such as a Pap test, urine test, or
blood test)? (If 1 or more in Q10)
Range***
Q27. Are you pregnant now? (Females only)****
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or pharmacy? (If
1 or more in Q10)
Q20. How much of a problem, if any, did you have with getting
medicine at a store or pharmacy? (If 1 or more in Q10 and 'Yes'
to Q19)
Q24. Did you get information about preventing the spread of
sexually transmitted diseases? (If 1 or more in Q10)
Summary Rate
Definition
Q17. Did this health provider talk to you about the pros and
cons of each choice for your treatment or health care? (If 1 or
more in Q10 and 'Yes' to Q16)
Q26. Have you given birth within the last 12 months? (Females
only)****
Q13. How often did this health provider explain things in a way
you could understand? (If 1 or more in Q10)
Q22. Did you get birth control supplies during your visit? (If 1 or
more in Q10)
Yes
The Myers Group Member Satisfaction Survey 5D.1
Segmentation Analysis Oklahoma Health Care Authority
Education (Q35) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid n* SRS** Valid n* SRS**
Some college or more
Composite/Attribute
Education (Q35) High school graduate or less
Summary Rate Range***
Definition
Yes 234 49.6% 195 51.3% 1.7%
Very helpful 101 74.3% 85 49.4% 24.8%
235 82.6% 199 89.4% 6.9%
233 58.4% 201 67.7% 9.3%
256 48.4% 212 47.6% 0.8%
Composites
82.7% 80.8% 2.0%
68.5% 58.3% 10.2%
87.0% 86.0% 1.0%
90.3% 87.5% 2.8%
88.6% 86.9% 1.6%
65.9% 63.5% 2.4%
81.2% 76.8% 4.4%
81.2% 77.4% 3.7%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
Green indicates highest Summary Rate Score for that composite. Red indicates lowest Summary Rate Score for that composite.
Q30. Did you know that SoonerPlan covers only family planning
services?
Provider Referrals & Complaint Resolution
Information about SoonerPlan Program and Benefits
Varies
Member Health Provider - Access & Experience
Medication & Pharmacy
Overall Satisfaction with Health Providers
Birth Control, Lab Tests, STDs, & Pap Test
SoonerPlan Family Planning Program Membership & Sign
Up
Yes
Q32. Did you know that you can call a toll-free phone number
(800-987-7767) and ask someone if your benefits are limited to
family planning services?
*** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item.
Q28. Have you received any letters or information in the mail
about your SoonerPlan benefits?
Q29. How helpful was the information that you were mailed? (If
'Yes' to Q28)
Overall Satisfaction with SoonerPlan
Q31. Did you know that SoonerPlan and SoonerCare Choice
are not the same program?
The Myers Group Member Satisfaction Survey 5D.2
Segmentation Analysis Oklahoma Health Care Authority
Race & Ethnicity (Q36 & Q37) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
Not a
problem 8 87.5% 51 92.2% 49 91.8% 54 92.6% 315 93.0% 43 93.0% 1.2%
Very helpful 5 80.0% 25 60.0% 24 62.5% 21 71.4% 146 71.2% 22 68.2% 11.4%
Yes 8 25.0% 49 40.8% 47 31.9% 51 33.3% 312 28.5% 42 45.2% 16.7%
Very
satisfied 2 50.0% 20 75.0% 14 64.3% 17 76.5% 88 73.9% 19 73.7% 12.2%
Very
respectful 0 0.0% 5 80.0% 4 75.0% 5 40.0% 36 55.6% 8 50.0% 40.0%
Very
satisfied 8 87.5% 50 80.0% 47 78.7% 54 83.3% 305 78.7% 42 83.3% 4.6%
One or
more 8 100.0% 51 76.5% 49 69.4% 52 73.1% 313 71.2% 42 83.3% 13.9%
Within 21
days 7 100.0% 38 81.6% 32 90.6% 36 83.3% 215 90.2% 32 84.4% 9.0%
8 87.5% 39 94.9% 33 90.9% 36 86.1% 219 93.6% 34 94.1% 8.8%
7 85.7% 38 92.1% 32 90.6% 37 89.2% 219 90.4% 35 88.6% 3.5%
8 87.5% 39 92.3% 33 84.8% 38 86.8% 218 86.7% 35 91.4% 7.5%
5 60.0% 36 50.0% 28 57.1% 36 66.7% 202 66.8% 33 72.7% 22.7%
3 100.0% 17 94.1% 15 100.0% 22 95.5% 132 94.7% 23 91.3% 8.7%
8-10 8 87.5% 39 66.7% 34 67.6% 38 84.2% 220 80.5% 35 82.9% 17.5%
Yes 8 37.5% 39 48.7% 34 73.5% 37 45.9% 216 55.6% 34 61.8% 27.6%
Had no
problem 3 100.0% 19 84.2% 25 84.0% 17 76.5% 120 90.0% 21 66.7% 23.3%
8 100.0% 38 89.5% 33 87.9% 37 97.3% 217 93.5% 34 88.2% 9.4%
8 100.0% 37 64.9% 34 82.4% 36 77.8% 216 84.3% 34 73.5% 19.4%
8 87.5% 39 76.9% 33 84.8% 38 94.7% 219 88.6% 35 91.4% 17.8%
8 75.0% 38 81.6% 33 87.9% 38 84.2% 218 81.7% 35 68.6% 19.3%
8 100.0% 36 97.2% 32 90.6% 37 94.6% 215 94.9% 35 85.7% 11.5%
8 37.5% 50 14.0% 49 10.2% 54 20.4% 310 13.2% 44 11.4% 10.2%
8 0.0% 50 12.0% 49 6.1% 54 1.9% 310 3.2% 44 2.3% 10.1%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
*** "Other" includes Native Hawaiian or Other Pacific Islander and respondents who answered "Other."
Continued on the following page.
Q19. Did your SoonerPlan health provider write any
prescriptions for you to get medicine at a store or pharmacy?
(If 1 or more in Q10)
Q20. How much of a problem, if any, did you have with
getting medicine at a store or pharmacy? (If 1 or more in
Q10 and 'Yes' to Q19)
***** Please note that respondent eligibility for Q25, Q26, & Q27 is based upon information related to the member's gender provided in the SoonerPlan Family Planning Program
database.
Q21. During your visit with a SoonerPlan health provider,
did you get information about birth control? (If 1 or more in
Q10)
Q22. Did you get birth control supplies during your visit? (If
1 or more in Q10)
Yes
Range****
Q17. Did this health provider talk to you about the pros and
cons of each choice for your treatment or health care? (If 1
or more in Q10 and 'Yes' to Q16)
Q18. How would you rate this health provider overall? Use
any number from 0 to 10, where 0 is the worst health
provider possible and 10 is the best health provider possible.
(If 1 or more in Q10)
**** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item. Due to small segmentation sample size, "Asian" is not included in range calculations.
Q10. In the last 12 months how many different health
providers did you see for SoonerPlan services?
Q12. How long did you usually have to wait between making
an appointment and getting to see the health provider? (If 1
or more in Q10)
White Other***
Q26. Have you given birth within the last 12 months?
(Females only)*****
Q25. Pap tests are used to check for cervical cancer. Did a
health provider talk to you about having a Pap test every
year? (Females only) (If 1 or more in Q10)*****
Q3. How much of a problem, if any, did you have getting
signed up for the SoonerPlan Program?
Q8. Overall, how satisfied were you with SoonerPlan?
Q27. Are you pregnant now? (Females only)*****
Q24. Did you get information about preventing the spread of
sexually transmitted diseases? (If 1 or more in Q10)
Q23. Did you have lab tests (such as a Pap test, urine test,
or blood test)? (If 1 or more in Q10)
Q5. A health provider is a doctor, physician assistant, nurse
practitioner or nurse you saw for SoonerPlan Family
Planning services. Did SoonerPlan refer you to a health
provider?
Q6. How satisfied were you with SoonerPlan's help when
they referred you to a health provider? (If 'Yes' to Q5)
Q16. During your visits with this health provider, did he or
she tell you there was more than one choice for your
treatment or health care? (If 1 or more in Q10)
Q15. How often did this health provider spend enough time
with you? (If 1 or more in Q10)
Always/
Usually
Yes
Q13. How often did this health provider explain things in a
way you could understand? (If 1 or more in Q10)
Q14. How often did this health provider show respect for
what you had to say? (If 1 or more in Q10)
Hispanic/
Latino
Composite/Attribute
Race & Ethnicity (Q36 & Q37) Summary
Rate
Definition
Asian
American
Indian or
Alaska Native
Black or
African
American
Q7. If you had to call and complain about SoonerPlan, how
respectful was the staff?
Q4. Think about any time that you may have spoken on the
phone with SoonerPlan staff. How helpful were they?
The Myers Group Member Satisfaction Survey 5E.1
Segmentation Analysis Oklahoma Health Care Authority
Race & Ethnicity (Q36 & Q37) SoonerPlan Family Planning Program Member Satisfaction Survey
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS** Valid
n* SRS**
Range****
Hispanic/ White Other***
Latino
Composite/Attribute
Race & Ethnicity (Q36 & Q37) Summary
Rate
Definition
Asian
American
Indian or
Alaska Native
Black or
African
American
Yes 8 50.0% 48 50.0% 49 65.3% 53 39.6% 307 47.9% 42 59.5% 25.7%
Very helpful 4 25.0% 20 70.0% 27 59.3% 18 77.8% 126 59.5% 22 77.3% 18.5%
7 71.4% 50 80.0% 47 76.6% 54 88.9% 311 88.1% 43 83.7% 12.3%
8 75.0% 50 56.0% 49 63.3% 54 57.4% 310 65.2% 43 62.8% 9.2%
9 44.4% 54 48.1% 56 44.6% 56 48.2% 332 47.3% 47 44.7% 3.6%
Composites
83.8% 76.1% 77.2% 82.0% 82.1% 80.6% 6.0%
§ 77.5% 69.6% 58.2% 64.7% 61.8% 19.3%
86.8% 84.2% 85.7% 84.6% 87.1% 87.1% 2.9%
100.0% 84.2% 84.0% 76.5% 90.0% 66.7% 23.3%
92.5% 82.0% 86.7% 89.7% 88.6% 81.5% 8.2%
54.0% 63.5% 60.9% 68.1% 65.0% 67.1% 7.1%
87.5% 80.0% 78.7% 83.3% 78.7% 83.3% 4.6%
87.5% 66.7% 67.6% 84.2% 80.5% 82.9% 17.5%
* Valid n refers to total number of respondents answering the item within the subgroup under the column heading.
** SRS (Summary Rate Scores) are the sum of the most favorable response options.
*** "Other" includes Native Hawaiian or Other Pacific Islander and respondents who answered "Other."
Green indicates highest Summary Rate Score for that composite. Red indicates lowest Summary Rate Score for that composite.
**** Range - percentage point difference between Summary Rate percentages shown. The larger the number, the greater the difference in Summary Rates between segment
groups for any given item. Due to small segmentation sample size, "Asian" is not included in range calculations.
Overall Satisfaction with Health Providers
Birth Control, Lab Tests, STDs, & Pap Test
SoonerPlan Family Planning Program Membership &
Sign Up
Provider Referrals & Complaint Resolution
Member Health Provider - Access & Experience
Medication & Pharmacy
§ At least one attribute within this composite has a valid n of zero. As such, a composite score was not calculated.
Q31. Did you know that SoonerPlan and SoonerCare
Choice are not the same program? Yes
Information about SoonerPlan Program and Benefits
Overall Satisfaction with SoonerPlan
Q28. Have you received any letters or information in the
mail about your SoonerPlan benefits?
Q29. How helpful was the information that you were mailed?
(If 'Yes' to Q28)
Q30. Did you know that SoonerPlan covers only family
planning services?
Varies
Q32. Did you know that you can call a toll-free phone
number (800-987-7767) and ask someone if your benefits
are limited to family planning services?
The Myers Group Member Satisfaction Survey 5E.2
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 6-1
6. Correlation Analysis
Reviewing the relationship between individual questions included in a program’s survey tool and
the overall satisfaction attribute can assist a program in identifying those attributes that are
strongly related to overall satisfaction among SoonerPlan Family Planning Program participants.
A Bivariate Pearson correlation analysis was run to test the relation that family planning
program survey attributes have with the responses to each of the following rating questions:
 Q8. Overall, how satisfied were you with SoonerPlan?
 Q18. How would you rate this health provider overall?
The correlation analyses conducted determine which attributes are more significantly associated
with family planning program satisfaction among survey respondents. The strength of the
correlation is given by the correlation coefficient. A correlation coefficient of 1 is a perfect
positive correlation and a coefficient of 0 is no correlation. As the correlation coefficient
increases, so does the strength of the correlation. Those attributes that have the highest
correlations are considered to be the most predictive of overall satisfaction.
Please note that not every survey attribute is applicable for use within a correlation analysis.
For instance, those questions with categorical response options (“The Internet,” “Other media,”
“Friends or family,” etc.) as well as dichotomous questions (“Yes” or “No”) cannot be included in
the formula for analysis.
Attributes that have a moderate to strong association with Overall Satisfaction with SoonerPlan
(Q8) have a correlation coefficient greater than or equal to 0.325, while attributes that have a
strong association with Overall Satisfaction with Provider (Q18) have a correlation coefficient
greater than or equal to 0.550.
Overall Satisfaction with SoonerPlan (Q8)
Q# Attribute Correlation
Coefficient
Q7 If you had to call and complain about SoonerPlan, how respectful was the
staff? 0.361
Q4 Think about any time that you may have spoken on the phone with
SoonerPlan staff. How helpful were they? 0.341
Based on these results, the level of respect shown to members who called to complain and the
helpfulness of the SoonerPlan Staff via phone, are important to overall satisfaction with
SoonerPlan. One of the two attributes identified (Q4) was also correlated with overall
satisfaction with SoonerPlan in Fall 2008 and Spring 2008.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 6-2
Overall Satisfaction with Member’s Provider (Q18)
Q# Attribute Correlation
Coefficient
Q15 How often did this health provider spend enough time with you? 0.635
Q14 How often did this health provider show respect for what you had to say? 0.557
Based on these results, the level of respect the health provider has for what the member has to
say and the amount of time the health provider spends with the member is critical to overall
satisfaction with the member’s provider. Both of the attributes identified were also highly
correlated with overall satisfaction with SoonerPlan in Fall 2008.
The correlation analysis presented on Pages 6A through 6B lists each applicable attribute and
its corresponding Pearson Correlation Coefficient. In addition, Summary Rate Scores for the
SoonerPlan Family Planning Program are provided alongside each corresponding correlation
coefficient so that you are able to see how the program performs for each attribute. Those
attributes identified as having a moderate to strong association to an overall satisfaction
attribute are highlighted yellow.
Charts 6A – 6B
Correlation Analysis Oklahoma Health Care Authority
Attribute Correlations to Satisfaction SoonerPlan Family Planning Program Member Satisfaction Survey
with SoonerPlan (Q8)
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Correlation
Coefficient** Summary Rate*
0.164 93.4%
0.341 71.0%
0.273 74.6%
0.361 54.3%
0.100 89.3%
0.231 93.0%
0.121 91.7%
0.190 88.2%
0.286 79.5%
0.136 88.8%
Member Health Provider - Access & Experience
Q12. How long did you usually have to wait between making an appointment and getting to see the
health provider? (If 1 or more in Q10)
Q20. How much of a problem, if any, did you have with getting medicine at a store or pharmacy? (If 1
or more in Q10 and 'Yes' to Q19)
Q13. How often did this health provider explain things in a way you could understand? (If 1 or more in
Q10)
Q14. How often did this health provider show respect for what you had to say? (If 1 or more in Q10)
Medication & Pharmacy
Q15. How often did this health provider spend enough time with you? (If 1 or more in Q10)
Q18. How would you rate this health provider overall? Use any number from 0 to 10, where 0 is the
worst health provider possible and 10 is the best health provider possible. (If 1 or more in Q10)
Attributes
SoonerPlan Family Planning Program Membership & Sign Up
Q3. How much of a problem, if any, did you have getting signed up for the SoonerPlan Program?
Q4. Think about any time that you may have spoken on the phone with SoonerPlan staff. How helpful
were they?
Provider Referrals & Complaint Resolution
Q6. How satisfied were you with SoonerPlan's help when they referred you to a health provider? (If
'Yes' to Q5)
Q7. If you had to call and complain about SoonerPlan, how respectful was the staff?
The Myers Group Member Satisfaction Survey 6A
0.226 63.3%
* Summary Rate Scores are the sum of the most favorable response options.
Those coefficients greater than or equal to 0.325 are highlighted in yellow for review.
Information about SoonerPlan Program and Benefits
Q29. How helpful was the information that you were mailed? (If 'Yes' to Q28)
** As the correlation coefficient approaches a value of 1.000 the association of the attribute with overall satisfaction is increased. Refer to the
Technical Notes for a thorough explanation of the Correlation Coefficient.
Correlation Analysis Oklahoma Health Care Authority
Attribute Correlations to Overall SoonerPlan Family Planning Program Member Satisfaction Survey
Satisfaction with Provider (Q18)
502 Total Respondents
460 Total Respondents Answering 'Yes' to Q1
Correlation
Coefficient** Summary Rate*
0.178 72.0%
0.217 89.3%
0.447 93.0%
0.557 91.7%
0.635 88.2%
* Summary Rate Scores are the sum of the most favorable response options.
Those coefficients greater than or equal to 0.550 are highlighted in yellow for review.
Q15. How often did this health provider spend enough time with you? (If 1 or more in Q10)
Attributes
Provider Visitation
** As the correlation coefficient approaches a value of 1.000 the association of the attribute with overall satisfaction is increased. Refer to the
Technical Notes for a thorough explanation of the Correlation Coefficient.
Q10. In the last 12 months how many different health providers did you see for SoonerPlan services?
Member Health Provider - Access & Experience
Q12. How long did you usually have to wait between making an appointment and getting to see the
health provider? (If 1 or more in Q10)
Q13. How often did this health provider explain things in a way you could understand? (If 1 or more in
Q10)
Q14. How often did this health provider show respect for what you had to say? (If 1 or more in Q10)
The Myers Group Member Satisfaction Survey 6B
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 7-1
7. Technical Notes
Presented alphabetically by subject area
Attributes
These are questions that relate to a specific service area or composite as defined by TMG.
Composite Categories
The SoonerPlan Family Planning Program Member Satisfaction Survey contains the following
composite categories: SoonerPlan Family Planning Program Membership & Sign Up; Provider
Referrals & Complaint Resolution; Member’s Health Provider – Access & Experience;
Medication & Pharmacy; Birth Control, Lab Tests, STDs, & Pap Test; Information about
SoonerPlan Program and Benefits; Overall Satisfaction with SoonerPlan; and Overall
Satisfaction with Health Provider. Each composite category represents an overall aspect of
SoonerPlan Family Planning Program services and/or qualities and is comprised of similar
questions. For each composite, an overall score is computed. The composite score is the
average of the Summary Rate Scores of the questions comprising a composite.
Correlation Analysis
Those attributes that are strongly associated with higher scores are identified using correlation
analysis. These numbers reported alongside each significant attribute are Pearson correlation
coefficients. These coefficients indicate the strength of the linear relationship between the
attribute and the overall satisfaction variables (Q8 and Q18). These scores can range from –1
(perfect negative correlation) to +1 (perfect positive correlation). As the value moves closer to –
1 or +1 the correlation is higher, and as the value moves closer to 0 there is less of a
correlation.
Correlation Coefficient
The correlation coefficient, also know as the Pearson’s product moment correlation coefficient,
is a statistical measure of how closely two variables or measures are related to each other. The
coefficient, usually reported as an r value, is used to measure the strength of the linear
association between each attribute and the overall satisfaction variables (Q8 and Q18). Please
see Correlation Analysis for more information.
Response Rate
From a sample of 1,750 SoonerPlan Family Planning Program members, a one-wave mail with
phone follow-up protocol was used to administer the survey. A total of 510 surveys were
returned as ineligible (deceased, language barrier, mentally/physically incapacitated, wrong
number, fax/pager/modem/data line, not in service, disconnected, number changed, and no
eligible respondent).
The formula for determining the Response rate is as follows:
SampleC osmizep le–t eInde sliguirbvleey ssu rveys = Response rate
Rounding of Numerical and Percentage Data
For many survey questions, you will often see response distribution percentages listed that do
not add to exactly 100%. In some cases, they may add to 99.9%, and in others, to 100.1%.
This tends to cause some concern, as it gives the appearance of a valid response being
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 7-2
omitted, or even counted twice. The following explanation is provided as a means to
understanding how rounding affects the percentages shown in the report.
The key to understanding how rounding affects listed percentages is knowing that the survey
question’s entire valid response set is being accounted for. That is, although the percentages
don’t add to exactly 100%, the entire response set is represented in the percentages shown.
In many cases, dividing a number of responses by the total number of valid responses provides
a percentage that will go out to an infinite number of decimal places. An example of this is
dividing 1 by 3; no matter how many decimal places this quotient is taken out to, it will always be
a continuous string of ‘3’s. As a result, we see the following when adding each of the item
response percentages:
Response 1: n = 1 .3 .33 .333 .3333
Response 2: n = 1 .3 .33 .333 .3333
Response 3: n = 1 .3 .33 .333 .3333
3 .9 .99 .999 .9999
It is evident that no matter how many decimal places we take our quotient out to, we will never
be able to add the results to exactly 1 (or 100%), even though all 3 responses are included in
the percentage calculation.
Through consultation with a number of our clients, The Myers Group has determined that using
a single decimal place in the reporting of percentages provides an adequate level of detail.
Typically, when percentages are calculated in our report applications, all decimal places are
computed, but only the first decimal place is actually shown. As such, adding rounded single-digit
decimals may not equal to 100%. If the same figures were taken out an additional decimal
place, however, they might then add to exactly 100%. Or, as the example above shows, they
may never equal an even 100%.
Finally, when rounding, TMG employs the standard practice of rounding down any number from
1 to 4, and rounding up any number from 5 to 9.
Sampling Error
Sampling error can be thought of as the extent to which survey results may differ from what
would be obtained if every eligible member in the sample had been surveyed. The size of such
error depends largely on the percentage distributions (i.e., the number of respondents selecting
each answer category) and the number of members surveyed. The more disproportionate the
percentage distributions or the larger the sample size, the smaller the error.
The following tables may be used in estimating approximate sampling error. The first table
shows the range (plus or minus the figure shown) within which the population percentage could
be expected to lay 95* out of 100 times a sample of that size and percentage distribution would
be selected. The second table shows the range (plus or minus the figure shown) within which
the population percentage could be expected to lay 90** out of 100 times a sample of that size
and percentage distribution would be selected.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 7-3
Valid
Responses
Percentage Distribution
50/50 60/40 70/30 80/20 90/10
50 13.9 13.6 12.7 11.1 8.3
100 9.8 9.6 9.0 7.8 5.9
200 6.9 6.8 6.4 5.5 4.2
300 5.7 5.5 5.2 4.5 3.4
400 4.9 4.8 4.5 3.9 2.9
500 4.4 4.3 4.0 3.5 2.6
750 3.6 3.5 3.3 2.9 2.1
850 3.4 3.3 3.1 2.7 2.0
* 95% confidence interval
Valid
Responses
Percentage Distribution
50/50 60/40 70/30 80/20 90/10
50 11.6 11.4 10.7 9.3 7.0
100 8.2 8.1 7.5 6.6 4.9
200 5.8 5.7 5.3 4.7 3.5
300 4.7 4.7 4.4 3.8 2.8
400 4.1 4.0 3.8 3.3 2.5
500 3.7 3.6 3.4 2.9 2.2
750 3.0 2.9 2.8 2.4 1.8
850 2.8 2.8 2.6 2.3 1.7
**90% confidence interval
The sampling error table is used in the following manner. Assume that “overall satisfaction with
the program” received a Summary Rate Score of seventy percent (70.0%) from a sample of 500
valid responses. For a 95% confidence interval, look at the table where the sample size of 500
intersects the percentage distribution of 70/30. The margin of error for this sample size is four
percentage points (4.0%). Therefore, on average, in 95 out of 100 similar samples, the 95%
confidence interval (e.g., 66.0% to 74.0%) will span the true unknown population percentage.
Statistical Significance
A statistically significant hypothesis testing result means that—based on the sample(s),
conditions/assumptions, and level of significance—there is sufficient evidence to conclude the
alternate hypothesis. For example, when testing to see if there is a difference between last
year’s population Summary Rate Score and this year’s population Summary Rate Score—
statistical significance would mean that there is sufficient evidence for the statement that the
population Summary Rate Scores are different.
Summary Rate Scores
In general, Summary Rate Scores represent the percentage of respondents who chose the
most favorable response option(s). However, not every Summary Rate can be considered a
favorable response option and may be considered neutral at best. These are created for
summative and comparison purposes, and can be used for trend data in the future, or can act
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 7-4
as a snapshot of responses. In addition, not all questions are assigned a Summary Rate Score
by TMG.
Survey Administration Protocol
TMG utilized a one-wave mail with phone follow-up protocol to administer the survey from
November 2009 to January 2010. A total of 502 surveys (215 mail and 287 phone) were
completed. Of these 465 respondents, 435 responded “Yes” to Q1, indicating that they were
now in the SoonerPlan Family Planning Program or that they were in SoonerPlan within the last
12 months. The protocol is outlined in the chart below.
Survey Administration Tasks Date
First questionnaire is sent to each member. 11/25/2009
Telephone calls by CATI (compute-assisted telephone interviews) are
conducted for non-respondents. 12/29/2009
Data collection ends. 1/13/2010
Valid n
The term Valid n is used to show the number of respondents giving a valid response to a
particular question. It gives information only on the question it refers to and no others. Valid
responses are those that actually rate an attribute. The difference in value between the Valid n
and the total number of respondents completing the survey is a result of removing invalid
responses and respondents submitting a survey but not answering that particular question.
Z-Test
To test for true differences in population score(s), statistical inference methods are applied. In
particular, hypothesis testing is done to draw conclusions about differences in scores between a
population and a set constant (e.g., a Summary Rate versus The Myers Group Book of
Business score) or between different populations (e.g., a Summary Rate for this year versus a
Summary Rate for last year). The hypothesis of no difference is rejected if the absolute value of
the test statistic exceeds a critical value corresponding to a level of significance. The test
statistic used depends on which of these types of hypothesis tests are performed.
When checking for a statistically significant difference between a Summary Rate for a
population and a set constant score—with various conditions/assumptions—TMG uses the
statistic test that follows:
n
p q
z p p
0 0
0 ˆ 

For hypothesis testing of composites, n equals the maximum denominator of the composite
questions. With a large sample size (generally n>30, technically 5 0 np  and 5 0 nq  ), the z-statistic
has a distribution that can be treated as the standard normal distribution. Thus, the
hypothesis that the population “Summary Rate” equals the set constant score, 0 p , is rejected at
pˆ = Summary Rate from the sample
0 p = Set constant score for comparison
0 q = 1 – (Set constant score) = (1 ) 0  p
n = Sample size
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 7-5
a 0.05 level of significance when the absolute value of the z-statistic exceeds 1.96 (obtained
from cumulative standard normal distribution table).
The second hypothesis-testing situation involves testing for statistically significant differences
between two population percents (or proportions), e.g., two population Summary Rates. When
comparing the population percentages (or proportions)—with various conditions/ assumptions—
the appropriate test statistic is the z-statistic as follows:
 

 




1 2
1 2
ˆ ˆ 1 1
ˆ ˆ
n n
pq
z p p
For hypothesis testing of composites, n equals the maximum denominator of the composite
questions. With large sample sizes ( ˆ 5 1 1 n p  , (1 ˆ ) 5 1 1 n  p  , ˆ 5 2 2 n p  , and (1 ˆ ) 5 2 2 n  p  ) the
z-statistic has a distribution that can be treated as the standard normal distribution. Thus, the
hypothesis that the populations under comparison have equal population Summary Rates is
rejected at a 0.05 level of significance when the absolute value of the z-statistic exceeds 1.96
(obtained from cumulative standard normal distribution table).
1 ˆp = Summary Rate from the 1st sample
2 ˆp = Summary Rate from the 2nd sample
1 n = Size of the sample from the 1st population
2 n = Size of the sample from the 2nd population
pˆ = Pooled Summary Rate,
1 2
1 1 2 2 ˆ ˆ ˆ
n n
p n p n p



qˆ = 1 – (Pooled Summary Rate)
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 8-1
8. Sample Survey Tool
4 1 Please continue inside
1. Our records show that you are now in the SoonerPlan
Family Planning Program or you were in SoonerPlan
within the last 12 months. Is that right?
1 Yes . . . . . . . . . . . . . . . . . . .Go to Question 2
2 No . . . . . . . . . . . . . . . . . . . .Go to Question 32
2. How did you learn about the SoonerPlan Family
Planning Program?
1 The Internet
2 Other media
3 Friends or family
4 Flyers in a doctor’s office or clinic
5 A health provider like a doctor or nurse
6 The state or county Health Department
7 Other:
3. How much of a problem, if any, did you have getting
signed up for the SoonerPlan Program?
1 A big problem
2 A small problem
3 Not a problem
4. Think about any time that you may have spoken on the
phone with SoonerPlan staff. How helpful were they?
1 Not at all helpful
2 Somewhat helpful
3 Very helpful
4 Have not spoken to anyone on the phone from
SoonerPlan
5. A health provider is a doctor, physician assistant,
nurse practitioner or nurse you saw for SoonerPlan
Family Planning services. Did SoonerPlan refer you to
a health provider?
1 Yes . . . . . . . . . . . . . . . . . . .Go to Question 6
2 No . . . . . . . . . . . . . . . . . . . .Go to Question 7
6. How satisfied were you with SoonerPlan’s help when
they referred you to a health provider?
1 Not at all satisfied
2 Somewhat satisfied
3 Very satisfied
7. If you had to call and complain about SoonerPlan, how
respectful was the staff?
1 Have not called to complain
2 Not at all respectful
3 Somewhat respectful
4 Very respectful
8. Overall, how satisfied were you with SoonerPlan?
1 Not at all satisfied
2 Somewhat satisfied
3 Very satisfied
9. Is there anything you would change about
SoonerPlan?
The next questions are about your health care as part of the
SoonerPlan Family Planning Program. A health provider is
a doctor, physician assistant, nurse practitioner or nurse.
You may have seen more than one health provider for
SoonerPlan services.
10. In the last 12 months, how many different health
providers did you see for SoonerPlan services?
0 None . . . . . . . . . . . . . . . . . .Go to Question 26
1 1 . . . . . . . . . . . . . . . . . . . . .Go to Question 11
2 2 . . . . . . . . . . . . . . . . . . . . .Go to Question 11
3 3 . . . . . . . . . . . . . . . . . . . . .Go to Question 11
4 More than 3 . . . . . . . . . . . . .Go to Question 11
11. In the last 12 months, how many visits to health
providers did you have that were directly related to the
SoonerPlan Family Planning Program?
1 1-2
2 3-4
3 5-6
4 6 or more
For the next set of questions, think about the health provider
you have seen the most often for SoonerPlan services.
12. How long did you usually have to wait between making
an appointment and getting to see the health provider?
1 1-3 days
2 4-7 days
3 8-14 days
4 15-21 days
5 More than 21 days
13. How often did this health provider explain things in a
way that you could understand?
1 Never
2 Sometimes
3 Usually
4 Always
The purpose of this survey is to learn your opinions about the SoonerPlan Family Planning Program and the
health care services you received through SoonerPlan.
SoonerPlan Family Planning Program Survey
Thank You
Please return the completed survey in the postage-paid envelope to:
Attn: Survey Processing Department
2351 Henry Clower Boulevard, Suite C
Snellville, GA 30078-3107
Toll-Free: 1-877-901-8432
For Internal Purposes Only: 97314
2
14. How often did this health provider show respect for
what you had to say?
1 Never
2 Sometimes
3 Usually
4 Always
15. How often did this health provider spend enough time
with you?
1 Never
2 Sometimes
3 Usually
4 Always
16. During your visits with this health provider, did he or
she tell you there was more than one choice for your
treatment or health care?
1 Yes . . . . . . . . . . . . . . . . . . .Go to Question 17
2 No . . . . . . . . . . . . . . . . . . . .Go to Question 18
17. Did this health provider talk to you about the pros and
cons of the choice(s) for your treatment or health
care?
1 Yes
2 No
18. How would you rate this health provider overall? Use
any number from 0 to 10, where 0 is the worst health
provider possible and 10 is the best health provider
possible.
Worst health provider Best health provider
possible possible
0 1 2 3 4 5 6 7 8 9 10
The SoonerPlan Family Planning Program covers certain
prescription medicines. The next questions refer to these
medicines.
19. Did your SoonerPlan health providers write any
prescriptions for you to get medicine at a store or
pharmacy?
1 Yes . . . . . . . . . . . . . . . . . . .Go to Question 20
2 No . . . . . . . . . . . . . . . . . . . .Go to Question 21
20. How much of a problem, if any, did you have with
getting medicine at a store or pharmacy?
1 Had a big problem getting medicine
2 Had a small problem getting medicine
3 Had no problem getting medicine
Please answer the next set of questions about your
experience with any health providers (doctors, nurses, etc.)
in the SoonerPlan Family Planning Program.
21. During your visit with a SoonerPlan health provider, did
you get information about birth control?
1 Yes
2 No
22. Did you get birth control supplies during your visit?
1 Yes
2 No
33. What is your age?
1 19-20
2 21-25
3 26-29
4 30-34
5 35-39
6 40-44
7 45-50
8 51 or older
34. Are you male or female?
1 Male
2 Female
35. What is the highest grade or level of school that you
have completed?
1 8th grade or less
2 Some high school, but did not graduate
3 High school graduate or GED
4 Some college or a 2-year degree
5 4-year college graduate
6 More than a 4-year college degree
36. Are you of Hispanic or Latino origin or descent?
1 Yes
2 No
37. What is your race? (Please mark one or more)
A Asian
B American Indian or Alaska Native
C Black or African American
D Native Hawaiian or other Pacific Islander
E White
F Other
23. Did you have lab tests (such as a Pap test, urine test,
or blood test)?
1 Yes
2 No
24. Did you get information about preventing the spread of
sexually transmitted diseases?
1 Yes
2 No
25. (Females only) Pap tests are used to check for
cervical cancer. Did a health provider talk to you about
having a Pap test every year?
1 Yes
2 No
26. (Females only) Have you given birth within the last 12
months?
1 Yes
2 No
27. (Females only) Are you pregnant now?
1 Yes
2 No
3 Unsure
28. Have you received any letters or information in the
mail about your SoonerPlan benefits?
1 Yes . . . . . . . . . . . . . . . . . . .Go to Question 29
2 No . . . . . . . . . . . . . . . . . . . .Go to Question 30
29. How helpful was the information that you were mailed?
1 Not at all helpful
2 Somewhat helpful
3 Very helpful
4 Have not read it yet
30. The phrase “family planning services” refers to a
limited set of medical services. Some of these family
planning services involve testing for pregnancy or
sexually transmitted diseases, and medicine to keep
pregnancy from occurring.
Did you know that SoonerPlan covers only family
planning services?
1 Yes
2 No
31. Did you know that SoonerPlan and SoonerCare
Choice are not the same program?
1 Yes
2 No
32. Did you know that you can call a toll-free phone
number (800-987-7767) and ask someone if your
benefits are limited to family planning services?
1 Yes
2 No
3
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 9-1
9. Glossary of Terms
Attributes are the questions that relate to a specific service area or composite.
Composites are the mean of the Summary Rate Scores of attributes within a given service.
Correlation Coefficient is a statistical measure of how closely two variables or measures are
related to each other. Coefficients are usually reported as r values.
Significance testing is a test to determine if an observed difference is too large to have
occurred by chance alone.
Summary Rate Scores are single statistics generated for a survey question. In general,
Summary Rate Rates represent the percentage of respondents who chose the most favorable
response option(s).
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 10-1
10. Comments
The SoonerPlan Family Planning Program Member Satisfaction survey tool included two
questions with an open-ended component in which respondents could share additional
information not addressed in the questions and response options throughout the rest of the
survey tool.
Open-ended responses for the following survey questions are presented on Charts 10A through
10B in this section:
 Q2. How did you learn about the SoonerPlan Family Planning Program?
 Q9. Is there anything you would change about SoonerPlan?
Survey respondents who selected the open-ended response option component, “Other,” in
response to Question 2 were able to comment on exactly how they came to learn about the
SoonerPlan Family Planning Program. Respondents were instructed to skip12 Question 2 if they
answered “No” to Question 1 (Our records show that you’re now in the SoonerPlan Family
Planning Program or you were in SoonerPlan within the last 12 months?) or if they did not
provide a response to Question 1. Based upon the aforementioned skip pattern, 460
respondents were eligible to respond to Question 2. Out of the 460 respondents that indicated
how they learned about the SoonerPlan Family Planning Program (Q1), 35 members selected
the “Other” response option.13 An additional 12 members who were not eligible for Question 2
based upon their answer to Question 1 left open-ended comments also. Comments for
Question 2 are indexed by the following survey questions and member demographics:
 Now in SoonerPlan or was in SoonerPlan within the last 12 months (Q1)
 Overall Satisfaction with SoonerPlan (Q8)
 Age (Q33)
 Gender (Q34)
 Level of Education (Q35)
Please note that the comments associated with the aforementioned questions are sorted by
Overall Satisfaction with SoonerPlan (Q8) and are in order from most satisfied to least satisfied.
Question 9 allowed respondents to give their opinion on how they would improve the
SoonerPlan program. Similarly, respondents were instructed to skip Question 9 if they
answered “No” to Question 1 (Our records show that you’re now in the SoonerPlan Family
Planning Program or you were in SoonerPlan within the last 12 months?) or if they did not
provide a response to Question 1. Based upon the aforementioned skip pattern, 460
respondents were eligible to respond to Question 9. A total of 102 members provided TMG with
a verbatim comment. An additional 10 members who were not eligible for Question 9 based
upon their answer to Question 1 left open-ended comments also. Open-ended comments are
indexed by the following survey questions and member demographics:
12 Skip patterns were incorporated into the SoonerPlan Family Planning Member Satisfaction survey tool so that those members
who had not had experience with a certain topic on the survey would refrain from answering questions related to said topic and
would “skip” to the next applicable set of questions.
13 Please note that only 29 out of those 35 members who selected the “Other” open-ended response option for Question 2 provided
TMG with a verbatim comment.
2010 Final Report for Oklahoma Health Care Authority
SoonerPlan Family Planning Program Member Satisfaction Survey
The Myers Group Member Satisfaction Survey 10-2
 Now in SoonerPlan or was in SoonerPlan within the last 12 months (Q1)
 Overall Satisfaction with SoonerPlan (Q8)
 Age (Q33)
 Gender (Q34)
 Level of Education (Q35)
All comments are sorted by Overall Satisfaction with SoonerPlan (Q8) and are in order from
most satisfied to least satisfied.
Chart 10A: How did you learn about the program? (Q2)
Chart 10B: Is there anything you would change about SoonerPlan? (Q9)
SoonerPlan Family Planning
Q2. How did you learn about the SoonerPlan Family Planning
Program? (Other)
Through a Sooner handbook.
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
DHS
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 19-20
In Program: Yes
Planned Parenthood
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 19-20
In Program: Yes
Myself
Gender: Female
Level of Education: 4-year college graduate
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
My social worker.
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 51 or older
In Program: Yes
97314 SoonerPlan Family Planning Member Satisfaction Survey 10A.1
SoonerPlan Family Planning
Q2. How did you learn about the SoonerPlan Family Planning
Program? (Other)
Doctor's office.
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
When I was pregnant.
Gender: Female
Level of Education: No answer
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: No answer
In Program: Yes
High school counselor.
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 19-20
In Program: Yes
Clinic
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 30-34
In Program: Yes
Indian Health Center
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 35-39
In Program: Yes
97314 SoonerPlan Family Planning Member Satisfaction Survey 10A.2
SoonerPlan Family Planning
Q2. How did you learn about the SoonerPlan Family Planning
Program? (Other)
Planned Parenthood
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 21-25
In Program: Yes
School
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 19-20
In Program: Yes
DHS
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 35-39
In Program: Yes
When I was pregnant.
Gender: Female
Level of Education: 4-year college graduate
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 21-25
In Program: Yes
Healthy Start program.
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
97314 SoonerPlan Family Planning Member Satisfaction Survey 10A.3
SoonerPlan Family Planning
Q2. How did you learn about the SoonerPlan Family Planning
Program? (Other)
My mother.
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 21-25
In Program: Yes
Salina Indian Clinic
Gender: Female
Level of Education: Some high school, but did not
graduate
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 45-50
In Program: Yes
Planned Parenthood
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
I used it in the past.
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 40-44
In Program: Yes
DHS
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
97314 SoonerPlan Family Planning Member Satisfaction Survey 10A.4
SoonerPlan Family Planning
Q2. How did you learn about the SoonerPlan Family Planning
Program? (Other)
Through my son's health plan.
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 30-34
In Program: Yes
Case worker.
Gender: Female
Level of Education: Some college or a 2-year degree
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 26-29
In Program: Yes
Birth control.
Gender: Female
Level of Education: High school graduate or GED
Overall Satisfaction with
SoonerPlan:
Very satisfied
Age: 30-34
In Program: Yes
DHS
Gender: Female
Leve