2023 Provider Satisfaction Survey
StayWell Insurance | September 23, 2024 | Maite, Guam
Our goal at StayWell is to serve beyond expectations, which includes striving to continuously improve the services we provide. In doing this, we sent out for the 5th consecutive year a survey to all StayWell credentialed providers. In 2023, StayWell sent a survey to 485 providers 97 surveys were completed, and we want to share these results with you.
Most questions on the survey utilized a five-point “strongly agree…strongly disagree” response scale. The results combined all the answers of “agree” and “strongly agree” and provided a percentage.
Here is how you rated us in 2023.
| Survey Questions | 2023 | 2022 | 2021 | 2020 | 2019 |
|---|---|---|---|---|---|
| Rating Example: A rating of 90% meant 90% of providers taking the survey granted StayWell a score of “agree” and “strongly agree” | |||||
| Courtesy and professionalism of Provider Relations representatives | 91% | 93% | 90% | 96% | 90% |
| Quality of written communications | 86% | 86% | 92% | 85% | 79% |
| Ease of prescribing your preferred medications | 66% | 90% | 77% | 91% | 61% |
| Accuracy of claims payments | 80% | 81% | 79% | 84% | 85% |
| Timeliness of claims payments | 78% | 74% | 77% | 83% | 79% |
| Access to UM staff and MCM staff | 76% | 73% | 83% | 80% | 70% |
| Overall Customer Care Department service | 85% | 88% | 89% | 89% | 86% |
| Overall satisfaction with StayWell Insurance | 83% | 78% | 85% | 83% | 76% |
If you receive this survey in the future, we kindly ask that you take the time to complete it so we can hear what you have to say. Your responses help us evaluate our efforts and determine other improvements to enhance our care management processes. You have our assurance that we take your feedback seriously, and we will continuously work on improving our services for you.
StayWell and its members rely on the provider directory for accurate, up-to-date provider information, so it is important that you confirm your demographic data. As data changes or updates are needed, please send them to Edna Carbonell our Contracts and Provider Relations Department Manager
Email: provider.relations@staywellguam.com
Phone: (671) 477-5091 Ext. 1181/1184