Medicare Part B led in satisfaction for most of the 13-question survey, which gauged communication with payers, contracting, payment policies, transparency, and overall satisfaction. It fell below to the bottom of the pack, however, in the area of provider credentialing. There it earned a score of 2.90 based on a 1–5 scale with 1=completely dissatisfied and 5=completely satisfied.
Cigna, the other payer consistently ranked at the top on overall satisfaction in most areas, used to be a Part B contractor until it sold its CGS unit to Blue Cross Blue Shield of South Carolina last year.
In a statement, Mark Slitt, spokesman for Cigna said, "We appreciate report cards like this because they point out where we're doing well, and where we have opportunities to improve the experience that health care professionals and their professional staff have with Cigna."
MGMA provides all payers with the survey results as well as the comments that responders provided that are specific to the payer's organization. Nearly 800 physician practice professionals answered the survey, which is down from close to 1,000 in recent years.
Brennan attributed the lower response rate to the increased demands on practices. "There is growing frustration with the complexity in our healthcare system, and a lot of our members are frustrated by that complexity and the red tape," says Brennan.