HNE conducts a Provider Satisfaction with UM survey annually.   The 2007 survey included 350 randomly selected primary care and high-volume specialists.  Survey questions focused on referral management, case management, discharge planning, satisfaction with UM staff, the UM process, the overall UM Program, as well as continuity and coordination of care.  We are pleased to report that satisfaction was high in several areas, as shown on the following graphs. 

One of the reasons we conduct this survey is to  identify barriers and opportunities. Survey results were analyzed along with information from disease management surveys, provider complaints, and input from HNE's Provider Relations Department.   Based on our analysis, the following interventions were implemented:

• We modified the formulary step-therapy requirements for new enrollees.
• We developed a Practitioner Satisfaction with Case Management survey that will be sent when a case is closed.
• We expanded the NIA Gold Card criteria. Now, when a physician gains Gold Card status, the status will apply to that individual physician regardless of where he/she practices.
• We will provide education about case management through articles and the sharing of success stories in the provider newsletter.

As always, HNE truly values your input and feedback. We also appreciate the time you took to respond to the survey. We look forward to continuing to make changes that will improve your overall satisfaction with our utilization management process.