Table 1. Consumer Assessment of Behavioral Health Services Results
Research in Action Issue 16
| Question | Plan Rating (Range) | |
|---|---|---|
| Commercial | Public Assistance | |
| Percent stating "Not a problem" | ||
| How much of a problem did you have with paperwork for your health plan? | 28-52% | 33-50% |
| How much of a problem was it to get help when you called your health plan's customer service? | 42-62% | 39-79% |
| How much of a problem were delays in treatment while waiting for approval from your health plan? | 59-86% | 64-84% |
| With the choices your health plan gave, how much of a problem was it to get a clinician you are happy with? | 48-75% | 50-80% |
| Percent stating "Yes" | ||
| Did your clinicians tell you that you have the right to refuse treatment that you do not want? | 66-73% | 65-80% |
| 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? | 42-68% | 48-57% |
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.
Page last reviewed July 2004
Internet Citation: Table 1. Consumer Assessment of Behavioral Health Services Results: Research in Action Issue 16.
July 2004. Agency for Healthcare Research and Quality, Rockville, MD. http://archive.ahrq.gov/research/findings/factsheets/mental/issue16/table1.html
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