Table 1. Consumer Assessment of Behavioral Health Services Results
||Plan Rating (Range)|
||Percent stating "Not a problem"|
|How much of a problem did you have with paperwork for your health plan?
|How much of a problem was it to get help when you called your health plan's customer service?
|How much of a problem were delays in treatment while waiting for approval from your health plan?
|With the choices your health plan gave, how much of a problem was it to get a clinician you are happy with?
||Percent stating "Yes"|
|Did your clinicians tell you that you have the right to refuse treatment that you do not want?
||Percent stating "Always"|
|When you needed to see a clinician right away, how often did you get the treatment or counseling as soon as wanted?
Source: Shaul JA, Eisen SV, Stringfellow VL, et al. Use of consumer ratings for quality improvement in behavioral health insurance plans. Jt Comm J Qual Improv 2001; 27(4):216-29.
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