CONSUMER SATISFACTION. In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS annually conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care, and member services. For SFY 2007 and SFY 2008, performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for the Consumer Satisfaction Performance Measure for the CFC Program. Measure: Overall Satisfaction with MCP: The average rating of the respondents to the Consumer Satisfaction Survey who were asked to rate their overall satisfaction with their MCP. The results of this measure are reported annually. For an MCP which had membership as of February 1, 2006: MCP performance will be evaluated using an MCP’s county-based statewide result for the counties in which the MCP had membership as of February 1, 2006. The minimum performance standard in this Appendix (3.) will be applicable to the MCP’s county-based statewide result for the counties in which the MCP had membership as of February 1, 2006. For performance evaluation, the last year to use the county-based statewide approach for the counties in which the MCP had membership as of February 1, 2006 will be SFY 2008, using CY 2008 data. For P4P (Appendix O), the last year to use the county-based statewide approach for the counties in which the MCP had membership as of February 1, 2006 will be SFY 2009, using CY 2009 data. For any MCP which did not have membership as of February 1, 2006: Performance will be evaluated using a regional-based statewide approach for all active regions and counties (Mahoning and Trumbull) in which the MCP has membership. Regional-Based Statewide Approach: MCPs will be evaluated statewide, using results for all active regions and counties (Mahoning and Trumbull) in which the MCP has membership. ODJFS will use the first full calendar year of data (CY 2008 adult and child survey results) from all MCPs serving CFC membership as a baseline to establish a measure and determine a minimum statewide performance standard. For performance evaluation, the first year to use the statewide regional-based approach will be SFY 2009, using CY 2009 data. For P4P (Appendix O), the first year to use the statewide regional-based approach will be SFY 2010, using CY 2010...
CONSUMER SATISFACTION. The Service Provider must: develop and implement guidelines and procedures for receiving feedback and resolving complaints from its Consumers about the delivery of the Services; and advise Consumers and other persons with a relevant interest including the Department of the procedures available for the referral of feedback and complaints in relation to the delivery of the Services. Records, Reports and Acquittals
CONSUMER SATISFACTION. The regional approach for this measure is to be determined for SFY 2008. The county-based approach remains effective in SFY 2007; the county-based approach is only applicable for MCPs with membership as of January 1, 2006 and for the counties in which the MCPs had membership as of January 1,2006. Appendix M In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS periodically conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care. and member services. Performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for Consumer Satisfaction Performance Measures. Measure: Overall Satisfaction with MCP: The average rating of the respondents to the Consumer Satisfaction Survey who were asked to rate their overall satisfaction with their MCP. The results of this measure are reported annually.
CONSUMER SATISFACTION. Council has customer service staff to handle complaints and requests. The call centre records all requests, which are forwarded to the appropriate staff. Council uses EnviroCAR for all customer complaints. Written complaints are assigned to the relevant person and actioned. Emergencies and health related water quality complaints are responded to as soon as possible. For all non-urgent complaints: personal complaints are responded within two working days; written complaints are responded to within five working days. 16 RESEARCH AND DEVELOPMENT Investigative Studies and Research Monitoring The following items have been identified as requiring additional investigative projects: ▪ Optimising treatment process in the Collarenebri WTP. High turbid loads in the source water and no settling or clarification can lead to excessive backwashing. It is considered that a clarifier, or settling pond, would optimise the filtration process and provide another barrier for the protection of the water supply Council can access investigative monitoring programs through the NSW Health Drinking Water Monitoring Program if required. Council also receives the Public Health Bulletin and is a member of the Local Government Water Directorate through which projects can be undertaken collectively and information.
CONSUMER SATISFACTION. In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS annually conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care, and member services. For SFY 2007 and SFY 2008, performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for Consumer Satisfaction Performance Measures for the Medicaid CFC Managed Care Program.
CONSUMER SATISFACTION. That the THA ensures that the services it contracts for are satisfactory to consumers (including potential consumers) and that the providers of those services have adequate systems to ensure consumer satisfaction is monitored and maintained. Monitoring:
CONSUMER SATISFACTION. MCPs will be evaluated using a statewide result, including all regions in which an MCP has membership. In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS periodically conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care, and member services. Performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for ABD Medicaid Managed Care Program Consumer Satisfaction Performance Measures, which are incorporated in this Appendix. Appendix M Measure: Overall Satisfaction with MCP: The average rating of the respondents to the Consumer Satisfaction Survey who were asked to rate their overall satisfaction with their MCP. The results of this measure are reported annually.
CONSUMER SATISFACTION. In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS periodically conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care, and member services. Performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for Consumer Satisfaction Performance Measures. Measure: Overall Satisfaction with MCP: The average rating of the respondents to the Consumer Satisfaction Survey who were asked to rate their overall satisfaction with their MCP. The results of this measure are reported annually.
CONSUMER SATISFACTION. In accordance with federal requirements and in the interest of assessing enrollee satisfaction with MCP performance, ODJFS annually conducts independent consumer satisfaction surveys. Results are used to assist in identifying and correcting MCP performance overall and in the areas of access, quality of care, and member services. For SFY 2007 and SFY 2008, performance in this category will be determined by the overall satisfaction score. For a comprehensive description of the Consumer Satisfaction performance measure below, see ODJFS Methods for Consumer Satisfaction Performance Measures for the Medicaid CFC Managed Care Program. Measure:Overall Satisfaction with MCP: The average rating of the respondents to the Consumer Satisfaction Survey who were asked to rate their overall satisfaction with their MCP. The results of this measure are reported annually. County-Based Approach: Prior to the transition to the regional-based approach, MCP performance will be evaluated using an MCP’s statewide result. For performance evaluation, the last year to use the county-based approach will be SFY 2008, using CY 2008 data. For P4P (Appendix O), the last year to use the county-based approach will be SFY 2009, using CY 2009 data. Regional-Based Approach: MCPs will be evaluated by region, using results for all counties included in the region. ODJFS will use the first full calendar year of regional data (CY 2008 adult and child survey results from all MCPs serving CFC membership to establish a measure and determine regional minimum performance standards. For performance evaluation, the first year to use the regional-based approach will be SFY 2009, using CY 2009 data. For P4P (Appendix O), the first year to use the regional-based approach will be SFY 2010, using CY 2010 data.
CONSUMER SATISFACTION
