1995.07.07: HHS Survey Finds Most Beneficiaries Satisfied with Medicare

This is an archive page. The links are no longer being updated.

Date:  July 7, 1995
For Release:  IMMEDIATELY
Contact:  HCFA Press Office (202) 690-6145

HHS Survey Finds Most Beneficiaries
Satisfied with Medicare

Most Medicare beneficiaries report they have a positive experience with the program and are satisfied with Medicare, according to a national survey of beneficiaries by the HHS inspector general.

At the same time, the survey also points to areas where improved services and beneficiary information are needed.

"This survey shows Medicare works and is getting better," said Bruce C. Vladeck, administrator of the Health Care Financing Administration, the HHS agency which directs the Medicare and Medicaid programs. "It will also help us focus our efforts as we make further improvements for our customers."

The enrollees gave the highest marks to Medicare's insurance companies that process their claims. Eighty-five percent of those surveyed said they were satisfied with these contractors' work.

In addition, 82 percent of the beneficiaries who had called the contractors were satisfied with the service they received the last time they called.

"I agree with the survey's recommendation that HCFA develop a plan for improving beneficiary satisfaction and understanding in some areas, including phone service, home health and hospital charges, and physician fees," Vladeck said. "We are taking actions to improve these areas."

The results were obtained by HHS' Office of Inspector General from its fourth national survey of beneficiaries' experience and satisfaction with Medicare services. The OIG recently released a final report on the survey. The OIG conducted similar surveys in 1989, 1991 and 1993.

In the latest survey, the OIG received comments from a random sample of 1,002 beneficiaries who filed Medicare Part B claims in calendar year 1993. Part B, Medicare's medical insurance, covers physician services, outpatient hospital services, and other medical supplies and services. Part B is optional and beneficiaries pay a monthly premium.

Among the survey's other major findings are:

Of the beneficiaries responding, 82 percent said they were aware of the participating physician provision of Medicare. Seventy- one percent reported using participating physicians, who agree to charge no more than the Medicare-approved amount.
Seventy-nine percent said they understand the Medicare program, compared with 75 percent in 1993.
Three-fourths said they could get information about Medicare when they needed it. Most would use the Medicare Handbook, HCFA's annual publication for enrollees, or contact their doctor.

However, some areas of concern were found in the survey, including:

Nearly two of every three beneficiaries did not know Medicare pays for a second opinion on the need for surgery.
About one of every three beneficiaries who had received home health services did not understand what home health services Medicare paid for. Almost one out of four beneficiaries who had been hospitalized did not understand what hospital charges Medicare had paid for.
About one out of four beneficiaries who tiried to call their carriers had to phone three or more times to get through. Four percent never reached the carrier.
About one out of four beneficiaries did not know that Medicare limits physicians' fees for specific services.

Vladeck reported to the OIG that HCFA will soon conduct a number of demonstrations designed to improve carrier telephone service. Furthermore, HCFA has planned an initiative to increase beneficiary awareness of Medicare coverage for second surgical opinions. HCFA also is redesigning notices sent to Medicare beneficiaries with the goal of making them easier to understand and more customer friendly.

EDITOR'S NOTE: Copies of the report are available from the OIG at (202) 619-1142.

###