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Tuesday, May 2, 2000

QUEST plan
members rank Kaiser
tops in satisfaction

Star-Bulletin staff


Kaiser Permanente QUEST scored the highest in a satisfaction survey of beneficiaries enrolled in six QUEST medical plans from January to April.

The state Department of Human Services, Med-QUEST Division, conducted the annual survey to assess members' experiences with the plans: AlohaCare, HMSA QUEST, Kaiser Permanente QUEST, Kapiolani HealthHawaii, Queen's Hawaii Care and StraubCare Quantum.

Members were asked to rate the plans, their personal doctor, customer service, getting needed care and getting care quickly.

Ratings ranged from one star for fair and two stars for good to three stars for very good and four stars for the best.

Kaiser plan members gave four stars to the plan, their doctor, customer service and getting care needed. They gave three stars to getting care quickly.

StraubCare Quantum members also gave four stars to their plans and doctors, three stars to customer service and getting care quickly and two stars to getting care needed.

AlohaCare received no ratings above two stars, or good, from its members. They gave the plan, their doctor and customer service two stars. Getting needed care and getting care quickly drew "fair" ratings.

Med-QUEST this year used a survey following national specifications to determine consumers' satisfaction with their medical plans and care. The survey covered 2,869 QUEST members.

Results were published in the QUEST newsletter and contained in a Plan Change Packet that has been mailed to about 53,000 households.

"This empowers consumers to make informed choices about their health plan," said state Human Services Director Susan Chandler.

"The survey will also allow health plans to better understand the needs of their members and to improve customer service."

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