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.