ATTAC’s Provider Access & Availability Surveys Drive Member Satisfaction, Improve Access to Care Engagement & Deliver Deep Provider Insights
Provider access and appointment availability surveys are a critical tool for measuring a member’s ability to get access to care. However, the data most survey tools measure and report are usually very high-level.
ATTAC’s customizable survey tools and process help plans look beyond general access percentages to pinpoint root causes and multifaceted targets for improvement. Our reporting guides plans with concrete steps to improve access to care, and enhance member satisfaction and retention.
Provider Access and Availability Surveys Capabilities Brochure
ATTAC Consulting’s Proven Access & Availability Survey Process
Assess & Design Tailored Surveys
We collaborate with your plan to assess your provider access to care requirements, understand your unique needs, and design a tailored survey process. Our surveys go beyond simple measurement: we offer solutions that support compliance and year-over-year improvements.
Execute with Expertise
Our team manages the entire survey process, from outreach to data collection, ensuring provider engagement. All calls to providers are conducted by real humans – no robocalls or AI.
Detailed Reporting & Insights
We provide comprehensive reports with actionable insights, enabling plans to make informed decisions that enhance access to care and improve member satisfaction. Our reports do more than just tell you who is compliant—you’ll get clear guidance on areas for improvement.
Provider Education
We go beyond compliance checks, working with providers to help them understand and meet access standards, driving improvements over time. We also offer enhanced services to ensure providers are on track with compliance.
Case Study | Provider Access & Availability Surveys
How ATTAC Helped a Large Plan Increase Member Access to Timely Care
Challenges
- Survey results indicated that members experienced significant barriers in accessing timely care and that the problems had persisted for several years
- Provider data was housed in multiple systems throughout the organization
- Survey results showed volume of compliant and non-compliant providers, but did not identify invalid or inaccurate provider records
- The plan identified 40% of providers with invalid provider data, which caused members to experience delays in care
- The lack of a root-cause analysis prevented development of an action plan to improve access to care
Approach
Using multiple outreach tactics, ATTAC identified every provider to:
- Develop outcome scenarios and identify access and availability results vs. invalid data
- Provide standardized results for reporting and analytics to identify trends that could negatively impact member access to care
- Identify outcomes based on types of invalid data, which allowed the plan to update its provider directory
- Conduct outreach and obtain corrected provider data
- Contact providers about education needed and identify ways the plan could help improve access to timely care
Results
ATTAC’s solutions helped the plan:
- Identify the top barriers, e.g., 18% of providers were unaware of requirements prior to ATTAC’s education outreach, and 34% of providers had inaccurate data
- Increase member access to timely care by 20%
- Increase access to providers after hours by 16%
