|
Positive feedback
|
Number employees
|
|
No problems with the programs
|
15
|
|
Pleased with the care received
|
2
|
|
Like the tiered system
|
2
|
|
Great customer service
|
1
|
|
Appreciate access to the Mayo Clinic
|
1
|
|
Primary network good
|
1
|
|
Claims processed in a timely way
|
1
|
|
Problems addressed quickly
|
1
|
|
Like chiropractic self-referral option
|
1
|
|
Negative feedback
|
Number employees
|
|
Billing errors
|
12
|
|
- Lack of follow-through
|
|
|
- Claims denied in error
|
|
|
- Slow response
|
|
|
- Paid wrong doctor
|
|
|
Bad information given (lack of knowledge)
|
3
|
|
Referral problems
|
5
|
|
Network too narrow - incl non-TC campus
|
6
|
|
- More Fairview options
|
|
|
- Too few mental health options
|
|
|
- Doctors not in network
|
|
|
Poor communication
|
5
|
|
- No monthly statement
|
|
|
- EOB difficult to understand/lacks detail
|
|
|
No access to fitness facilities
|
4
|
|
Confusion regarding 1 or 2 networks (Essential and Elect)
|
3
|
|
On-line network information out-of-date
|
2
|
|
Confusion on co-pays
|
2
|
|
Too costly – Tier 3 co-pays and Insights
|
3
|
|
Hard to find information on mental health
|
1
|
|
Switched for doctor who is not taking new patients (not noted)
|
1
|
|
Can’t cover spouse
|
1
|
|
Want more vision options
|
1
|
|
ID cards in error
|
1
|
|
Doesn’t include U of M program (autism)
|
1
|
|
Poor level of care
|
1
|
|
Long delay in getting into primary clinic
|
1
|
|
Don’t want to provide date-of-birth
|
1
|
|
No wellness option
|
1
|
|
Plan changes too often
|
1
|
|
Chiropractor can’t get paperwork to join plan
|
1
|