Key Survey Findings

In July 2007, MedCost conducted its annual Customer Opinion Survey to gather feedback from employers and payer partners. The survey—which was conducted online—is designed to let clients give us a report card on our service, program effectiveness, communication, reporting, and level of satisfaction with MedCost. Survey feedback is critical to MedCost in planning and setting priorities as we remain committed to our mission of being a customer-focused company that delivers exceptional value and service. Below is a summary of the survey results:

Customer Satisfaction

• 96% of respondents said they feel MedCost staff care about their issues and respond quickly.

Communication

• 100% feel MedCost does a good job of communicating important issues to its customers.

PPO

• 100% overall satisfaction rating.
• 98% of customers are satisfied with the number of providers available for access.
• 98% chose “excellent” or “good” to describe physician savings, and 92% said hospital savings are “excellent” or “good.”

Reports

• 90% feel reports are useful and help manage their health plan.

Health Management

• 100% said our Inpatient Review program is effective in reducing medically unnecessary inpatient days.
• 100% rated our Outpatient Review program effective in reducing unnecessary outpatient services.
• 100% feel SmartStarts helps educate and coach expectant mothers throughout their pregnancies.
• 98% feel SmartStarts is effective in helping reduce or minimize the number of premature births.
• 100% said our Case Management program is effective in managing catastrophic and high dollar cases.