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Getting Information Or Help From Health Plan Customer Service

What This Indicator Measures

This indicator tracks the percentage of Western New York health plan customers reporting that their health plan's customer service staff were "always" able to give them the help or information that they needed.

Why This Measure Matters

The insurance company has become a hub of information for patients and is the key intermediary in care access and affordability. With accurate and clear information - on matters ranging from billing to treatment options covered by an enrollee's plan - the process of navigating the health system is simplified. This saves time and makes consumers feel valued by their health plan.

Health plans' capacity to assist customers also reflects the flow of important information to the patient, including options for covered care and access to providers and treatments.

% Health Plan Customers Reporting That They Always Received the Information or Help They Needed from Their Health Plan's Customer Service

Data Sources & Notes

This chart presents summary level results from the CAHPS Health Plan survey conducted in 2008, as provided by the New York State Department of Health. The survey question for this indicator was "In the last 12 months, how often did your health plan's customer service give you the information or help you needed?" Possible responses to this question were "always," "usually," "sometimes" and "never." Western New York averages reflect enrollment-weighted averages, while national averages are from the 2008 CAHPS Health Plan Survey Chartbook.

WNY Health Care Priorities

Learn how this indicator informs these WNY Health Care Priorities:

Measuring Methods

How we measured WNY health care performance in five priority areas (...read more)