DME MACs Score Below Average on Provider Satisfaction Survey

BALTIMORE–The results are in, and based on a survey of 35,866
health care providers, CMS has reported they are generally
satisfied with the services provided by Medicare’s
fee-for-service contractors.

The average score across all contractors on the agency’s
third annual Medicare Contractor Provider Satisfaction Survey was
4.51 on a scale of 1 to 6, with 1 representing “not at all
satisfied” and 6 meaning “completely satisfied.”
All four DME MACs, however, fell below the national average with
these scores: Noridian, 4.45; National Government Services
(formerly ASF), 4.42; NHIC, 4.40; and Cigna, 4.36.

The DME MACs’ average score was 4.41. Regional Home Health
Intermediaries (RHHIs) received an average score of 4.68; Fiscal
Intermediaries (FIs) and Part A Medicare Administrative Contractors
(MACs) received an average score of 4.61; and Carriers and Part B
MACs received an average score of 4.35.

Among provider types, hospice providers reported the highest
level of satisfaction (4.74) and physician DMEPOS suppliers
submitting DME claims reported the lowest (4.22).

The claims processing function received the highest scores among
all contractor types, although the survey found 82 percent of
respondents would like to see more training and education material
on claims processing. The appeals function received the lowest
survey scores.

In 2007, more than one billion claims were processed and paid to
approximately one million health care providers who provided
medically necessary items and services to 44 million
beneficiaries.

A summary of the survey findings is available on the CMS Web
site at www.cms.hhs.gov/MCPSS.