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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
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Title | SoonerPlan family planning program member satisfaction survey 2010 |
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Full text | 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 |
Date created | 2011-11-30 |
Date modified | 2011-12-08 |
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