Member Satisfaction Surveys
In compliance with AHCCCS contract requirements, Support Coordination supervisors complete two ALTCS audits per Support Coordinator per quarter to evaluate the effectiveness of the Support Coordinator and Division’s provision of services and contract compliance. Each supervisor selects the cases to review each quarter from each Support Coordinator’s caseload, and no case is selected more than once per contract year. The Division has created an internal “audit tool” that includes both a thorough case file review and member or responsible person interview.
The interview section is a crucial quality assurance aspect of the audit tool as it provides the member or responsible person the opportunity to speak directly to a supervisor about their satisfaction with the supports and services received from the Division.
Quarterly Member Satisfaction Survey Results
In State Fiscal Year 2021 (July 2020-June 2021), 6,962 members or guardians were sent a short survey. DDD received 5,421 responses to the survey, a 78% response rate. The results are listed below. The first table depicts the percentage of members and guardians that were completely satisfied and the 2nd table depicts the percentage of members and guardians who were either completely satisfied or somewhat satisfied.
Completely Satisfied
| Question FY 2020 | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Are you satisfied with the doctor & health plan? | 95% | 93% | 95% | 94% |
| Are you satisfied with the long-term services from DDD? | 95% | 95% | 94% | 95% |
| Are you satisfied with Behavioral health services? | 92% | 84% | 89% | 90% |
| Are you satisfied with assistance from SC? | 96% | 97% | 96% | 97% |
| Overall satisfied with service from DDD | 95% | 95% | 95% | 95% |
| Services helping reach vision of future | 95% | 96% | 94% | 96% |
Completely Satisfied or Somewhat Satisfied
| Question FY 2020 | Q1 | Q2 | Q3 | Q4 |
|---|---|---|---|---|
| Are you satisfied with the doctor & health plan? | 99% | 98% | 98% | 98% |
| Are you satisfied with the long-term services from DDD? | 98% | 98% | 97% | 98% |
| Are you satisfied with Behavioral health services? | 96% | 90% | 94% | 95% |
| Are you satisfied with assistance from SC? | 98% | 99% | 99% | 99% |
| Overall satisfied with service from DDD | 98% | 98% | 98% | 98% |
| Services helping reach vision of future | 98% | 99% | 97% | 98% |