Dean Health Plan would like to thank all of our members who participated in our annual member satisfaction survey. The survey gave members a chance to rate the service of our staff and practitioners. The survey results help us identify areas for opportunity and improve the quality of the products and services we provide.

We are excited by the 2003 survey results. The survey showed Dean Health Plan member satisfaction ratings in the 90th percentile compared nationally with other health plans. Some other highlights of the survey included:

• More members report thinking of one person as their personal doctor.
• Fewer members report a problem finding a personal doctor or nurse with whom they are satisfied.
• More members report an improvement in same-day appointment access when they needed care right away.
• More members report that the health plan made it clear how much they would have to pay before they went in for care.

Some members expressed concern regarding:

• Appointment wait time
• Appointment access for routine office visits

Dean Health Plan is looking carefully at these issues to identify priorities for making improvements. Watch for future articles that will explain how Dean Health Plan is addressing these member concerns. To learn more about the member satisfaction survey as well as other quality initiatives, check out our Web site at www.deancare.com. We will continue to survey members while asking for comments and suggestions so that we can focus our efforts on improvement. Thank you for helping us to become a better health care organization.

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