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September 27, 2004 PrimariLink: SURVEY RESULTS 2004 Hello, We hope you find these survey results as useful as we have. We appreciate the time and effort that everyone put into completing the form. We received 149 responses, 350 surveys were sent out. That’s a return rate of 42%, which is terrific. Many surveys included comments. We have picked a representative sampling of comments to share. In addition, all the free seats offered to Retreat Healthcare Workshops were filled within the first few days of returns. Survey Results:
Comments included: “We enjoy our relationship with PrimariLink and feel that you are working hard to make our working relationship better.” “PrimariLink staff are uniquely clinically oriented, knowledgeable and pleasant in the HMO world.” “Authorization request forms (OTRs) … It would help if there were one form for all mental health i.e., 90862 and 90805, 90807.” (This relates to medication management). “I would rate every other insurance related group I deal with ‘poor’.” (Rated PrimariLink excellent). Comments included: “What can I say--your personal interest and care for the clients makes a huge difference.” Re: waiting time: “Most times it has been frustrating except with PrimariLink which is always available and friendly and patient with me.” “The OTR is much more complicated/more work than anyone besides Cigna and Medicaid, and they have both dropped their OTRs.” “Direct contact with a clinician. Can speak with same person, which creates mutual familiarity, ability to discuss special circumstances of a case.” Comments included: “Excellent and helpful in every way. PrimariLink is a model of how to provide practitioners with administrative support. (You can quote me!)” “What sets you apart from other managed care companies has been your personable and respectful presence.” “Wonderful to speak with case mangers who are skilled clinicians and personable.” We also gave you a chance to submit comments that did not fit into the framework of the survey. Some of those comments were: “So far, I like the OTR project linking accountability with a move to better practice for client's benefit.” “Include clinicians in training our local PCPs, i.e., MVP sponsored inservices staffed by the clinicians who will serve the clinics.” “Could those OTRs get shorter?” “OTR's are the most lengthy and time consuming of any company I deal with. I believe experienced clinicians need to be trusted to treat appropriately. I also believe that measurable goals in psychotherapy are, for the most part, unrealistic. Issues change from session to session at times. I have the client set their own goals and self report tells me where they are at.” “So far so good, I appreciate your proactive, respectful approach. You do well at staying human.” Almost all of the comments were positive, however there are several issues that require work. The first is the use of the OTR. We are hoping to address this with the OTR Project that many of you know about. This includes the Learning Session and CEUs with Scott Miller on December 2nd. For those of you who have not heard about this project and would like some information, please give me a call. The second issue that people responded to involves the coordination of their work with PCPs. Several people wanted to participate in the training we are offering PCPs on how to screen, treat and/or refer patients who may be struggling with depression. This is a great idea and something we have suggested to PCP offices. At this point, the PCP offices have wanted to begin training with their own staff. Our ultimate goal is to help establish an integrated model of care that allows medical and behavioral health providers to work together. This is a newer project, so I’ll keep you posted. All the best, Peter Albert, LICSW Director PrimariLink 802-258-6111 direct line Or 800-320-5895 |
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