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Table 1. Consumer Assessment of Behavioral Health Services Results

Research in Action Issue 16

QuestionPlan Rating (Range)
CommercialPublic 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.

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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