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patient satisfaction, managed care



  1. Ipsen, Steven K. RN
  2. Fosbinder, Donna RN, DNSc
  3. Williams, Mary RN, PhD
  4. Warnick, Myrna RN, MSN
  5. Lertwachara, Kaveepan MBA
  6. Paita, Luis Manuel C. PhD


This article reports the findings of 1996, 1997, and 1998 patient satisfaction surveys administered to managed care enrollees in Utah. More than 14,000 managed care enrollees (both Medicaid and commercial) were selected randomly and contacted by telephone. The 38-question survey was based on Health Plan Employer Data and Information Set (HEDIS) and the National Committee for Quality Assurance (NCQA) measures. Demographic differences between the commercial and Medicaid population were identified. Medicaid enrollees were found to be higher users of health care services. Individuals reporting the greatest health plan satisfaction tended to be healthier. However, Medicaid enrollees reported greater overall health plan satisfaction than commercial enrollees.