CEO Blog Post: Results of Massachusetts Health Connector Satisfaction Survey

Posted March 16th, 2011 by bgoodwin & filed under Blog.

Results released last week from the Massachusetts Health Connector indicate that an overwhelming majority – 84% – of Commonwealth Care members are satisfied with their coverage.  

Given our participation in the Commonwealth Care program, we were pleased to see these positive results and are not surprised as they are consistent with the feedback we receive from members on a regular basis and also with the findings of a survey we commissioned in early 2010. 

Since Oct 2009, CeltiCare has also managed the Commonwealth Care Bridge Program for Massachusetts’ legal immigrants and felt it was important to obtain independent feedback on members’ experience with regard to their transition to the program and patient care experiences.  We engaged Marttila Communications to complete the survey which reported a high level of satisfaction among those members contacted for both the healthcare and customer service they had received as a member of the Bridge program.  Of particular note, our dedicated and caring member service professionals that staff our call center received exemplary ratings, reinforcing to us that our efforts to communicate with our members and assist them in overcoming any hurdles they may face in getting the healthcare and coverage they need, works!

We appreciate the feedback we’ve received from members and recognize that while it has been mostly positive, there is always room for improvement.  To that end, from our senior management team and customer service representatives to our medical management teams, all of us at CeltiCare share a sincere commitment to provide exceptional member service and continued improvement.

We are proud to be part of the Massachusetts Health Connector’s programs and will continue to work with the Commonwealth to offer all Massachusetts residents additional options for access to high-quality care.  We regard the Bridge program as evidence that with collaboration among providers, state officials and a health plan, solutions to seemingly intractable problems can be found and implemented. 

To read more about the survey results visit the Health Connector, this Boston Globe article.

Kind Regards,

Richard Lynch

President & CEO, CeltiCare Health Plan of Massachusetts