EDI Survey Methodology

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EDI Survey Methodology
Of the 122 providers that VBH-PA sent surveys to,
73 responded from a combination of email, fax
and the US mail. Twelve (12) records had to be
removed from the dataset because they were
incomplete or duplicate records. The duplicate
records were submitted via the email hyperlink to
the database and the providers may not have known
that they had submitted the survey multiple times
with the same responses. The VBH-PA responses
were compared to Fact Finders 2005 Survey which
included both EDI submitters and paper claims
submitters. For comparison purposes the same ten
questions were used in both surveys.
Discussion Overall, the EDI submitters had a
more positive experience with the claims payment
process than the combined group surveyed in 2005.
Service Type Sent Responses Response Rate
Emailed 66 43 65.15
US Mail 56 18 32.14
Total 122 61 50.00
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Question 1
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 1 Overall, how would you rate VBH-PA on the quality of claims services? Question 1 Overall, how would you rate VBH-PA on the quality of claims services? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Excellent   24.59 15.80
       
Very Good   44.26 31.60
       
Good   26.23 31.60
       
Fair   3.28 13.20
       
Poor   1.64 7.90
    100.00 100.10
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Question 2
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 2 Do you think the quality of VBH-PA claims services is improving, staying the same, or getting worse Question 2 Do you think the quality of VBH-PA claims services is improving, staying the same, or getting worse 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Improving   37.70 36.10
       
Same   52.46 52.80
       
Getting Worse   9.84 11.10
       
    100.00 100.00
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Question 3
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 3 How would you rate VBH-PA on paying claims in a timely manner? Question 3 How would you rate VBH-PA on paying claims in a timely manner? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Excellent   36.07 18.90
       
Very Good   39.34 29.70
       
Good   18.03 27.00
       
Fair   4.92 18.90
       
Poor   1.64 5.40
    100.00 100.0
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Question 4
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 4 How would you rate VBH-PA on paying claims accurately? Excellent, very good, fair or poor? Question 4 How would you rate VBH-PA on paying claims accurately? Excellent, very good, fair or poor? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Excellent   29.51 18.4
       
Very Good   37.70 28.9
       
Good   29.51 34.2
       
Fair   3.28 13.2
       
Poor   0.00 5.3
    100.00 100.0
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Question 5
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 5 In the last year, how many times have you called with a claims question or problem? No calls, 1-3 Times 4-10, 11-40, gt40 Question 5 In the last year, how many times have you called with a claims question or problem? No calls, 1-3 Times 4-10, 11-40, gt40 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
No Calls   9.84 29.0
       
Called 1-3 times   21.31 16.1
       
Called 4-10 times   27.87 29.0
       
Called 11-40 times   21.31 25.8
       
Called gt 40 times   19.67 0.0
    100.00 99.9
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Question 6
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 6 When you call about claims, is it easy or difficult to reach someone who can help you? Question 6 When you call about claims, is it easy or difficult to reach someone who can help you? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Easy   93.44 75.0
       
Difficult   6.56 25.0
    100.00 100.0
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Question 7
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 7 How often have your claims questions or problems been resolved to your satisfaction? Question 7 How often have your claims questions or problems been resolved to your satisfaction? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Usually   90.16 78.6
       
Sometimes   8.20 21.4
       
Rarely   1.64 0.0
    100.00 100.00
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Question 8
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 8 How often have your claims questions been resolved from your first call?   2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Usually   75.41 44.4
       
Sometimes   22.95 44.4
       
Rarely   1.6 11.1
       
    100.00 99.9
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Question 9
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey
Question 9 Regarding the fees paid to you, compared to other plans, are VBH-PA's fees higher, about the same, or lower? Question 9 Regarding the fees paid to you, compared to other plans, are VBH-PA's fees higher, about the same, or lower? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Higher   8.20 5.3
       
About the same   50.82 39.5
       
Lower   40.98 55.3
    100.00 100.1
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Question 10
VBH-PA 2006 EDI Claims Survey VBH-PA 2006 EDI Claims Survey    
Question 10 What role does the level of fees play in your decision to join a health plan network? Do fees play a major role, minor role, or no role at all? Question 10 What role does the level of fees play in your decision to join a health plan network? Do fees play a major role, minor role, or no role at all? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA
       
Major role   54.10 56.4
       
Minor role   24.59 33.3
       
No role   21.31 10.3
    100.00 100.0
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Comments

• Sherry Prioletti of -Human Services Center wrote
  I would like to commend Rhondale Henderson for
  her assistance in resolving claims issues at
  Human Services Center.  She is knowledgeable and
  responds to my calls in a timely manner.
• Cindy Spangler of Family Counseling Center of
  Armstrong County wrote Customer Service reps are
  very courteous helpful.  Keep up the good
  work!
• Thelma Hickle of Greenbriar Treatment Center
  wrote I feel that we have excellent customer
  service from VBH-PA.
• Mel King of HealthMasters-wrote On a whole, VBH
  has been a positive experience for me.  I'm very
  satisfied with the service.
• Linda Mazuch of Mars Home for Youth wrote I
  have never had a real problem with the claims
  service department.  Every time I call about a
  claim problem, they have gone above and beyond to
  find an answer for me.  The turnover for payment
  is great which is greatly appreciated.