What is the Member Feedback feature and when will it be released?
The Member Feedback feature is an online survey instrument that allows members to provide feedback on their experiences with individual providers, including physicians, dentists, other health care professionals and facilities. The ability to provide feedback is linked to a particular office visit. A member cannot submit feedback on a provider visit unless a claim for that visit has been submitted to Asuris. Members are also limited to one survey per provider claim.
Using myAsuris.com, our secure Web site, Asuris members have completed online surveys since October 2006. In December 2007, Asuris modified the survey tool to provide members with the opportunity to share written comments about their experiences with other members.
On January 13, 2008, Asuris made both the aggregated numerical survey results collected since 2006, and individual member comments collected since December 2007, available to those providers who had received feedback. After this initial provider preview period, access to the numerical survey results will be expanded to Asuris members and guests on March 3, 2008, through myAsuris.com. By April 6, 2008, Asuris plans to make member
comments available to other members on myAsuris.com.
Can results be posted for both participating and non-participating providers?
The Member Feedback feature has been designed for Asuris members with claims activity to provide feedback on most participating providers. Exceptions include laboratory, pharmacy and radiology providers. Our intent is to enable members to provide feedback on non-participating providers as well and we are currently working on an efficient way to display results for non-participating providers.
Will members be able to see results for any provider?
Yes, eventually. In March, members will have access to the numerical survey results on providers in Asuris networks via myAsuris.com, except as noted above. In April, member access will be expanded to include the ability to view member comments as well as numerical survey results.
What will Asuris do to encourage members to provide feedback?
We intend to use several existing communication methods to proactively inform our members about this new feature including on-hold messages, agent/broker communications, member communications, and outreach to employers and the media. Our ultimate goal is for this to be one of several useful tools that engage and encourage members to take charge of their health care experiences.
How do I determine whether I have member feedback results?
To quickly determine whether you have member feedback results go to the alphabetical links on the Member Feedback page of our public Provider Web Site.
If your name is not listed, this means you did not have any feedback from Asuris members to view at the time the list was created or refreshed. You may wish to periodically review these lists to determine whether you have received feedback. The lists will be updated weekly.
If your name is on the list, this means you have results to view and will be able to do so through Asuris Online Service for Providers.
How can I access my member feedback results?
Registered User
If you are already registered on Asuris Online Services for Providers, you will be able to view your member feedback results through the “Patient Survey Results” link on the home page of Asuris Online Services for Providers.
If a third-party manages your access (site administrator, office manager, etc.), he or she will be able to view results collected for any provider within your practice. It is important to note that if you do not see results when you select a specific provider, this means we have not yet received any feedback for that provider at this time.
In addition, you may also notice a link titled “Provider Feedback.” This link is designed to give you a mechanism for sending feedback to Asuris via e-mail. E-mails received through this link will be routed to Asuris’s Provider Services or Dental Services teams for a response.
PLEASE NOTE: When viewing member feedback results, there is an option to respond to member postings. This feature requires additional authentication above and beyond your Asuris Online Services for Providers user registration. Please see the “Member Comments” section of this document for information on the authentication process.
Not Yet Registered
If you have not yet registered for Asuris Online Services for Providers, we strongly encourage you to do so. To find out how you and/or your designee can register for Asuris Online Services for Providers, please refer to the enclosed Asuris Online Services for Providers flier.
If your current office system does not meet the technical requirements for Asuris Online Services for Providers or you would like a paper copy of your results while waiting for access, please contact your provider consultant or dental services representative.
What has Asuris done to encourage the responsible use of this new tool?
The nature of this online tool means that members will have the opportunity to share information with other members in a semi-public setting, creating a level of transparency and directness among our members that has not previously been available.
Taking into consideration the feedback we received in our meetings with various medical groups, Asuris has taken a number of steps to encourage the responsible use of this new feature, including the following:
- Member feedback is tied to a specific claims experience;
- Members will be required to use a unique screen name and agree to Terms of Use before posting any comments about their experience with the provider or with Asuris on a particular claim;
- The Terms of Use prohibits members from posting “any material or information that is illegal, obscene, threatening, defamatory, invasive of privacy or infringing of the proprietary or legal rights of any person or entity.” The Terms of Use also require the member to acknowledge that they are legally responsible for the information they post on myAsuris.com.
- Asuris will review each comment before it is posted to myAsuris.com (and therefore visible to other members) to determine whether the comment violates the Terms of Use.
- Terms of Use Violations. The following types of comments
violate the Terms of Use:
- Third Party’s Rights – Content that infringes or violates the proprietary or legal rights of any person or entity (such as a party’s copyright, trademark, trade secret, patent, etc.)
- Abusive Content – Content that is illegal, obscene, threatening,
defamatory or invasive of the member’s own or another’s privacy. We consider unfounded allegations of egregious comments to fall into this category.
- Spamming – Posting the same message on different boards
or forums.
- Commercial Solicitation – Posts trying to sell a service, product or
irrelevant point of view.
- General Trouble-Making – Content that evidences an intent to cause
disruption or harm to other members’ community experience
or enjoyment of the site.
- Allegations of Egregious Conduct. These are comments that suggest a
provider:
- has or is engaged in illegal activity (e.g., insurance fraud or other
severe misconduct);
- is practicing without a license or outside the scope of the
provider’s license;
- has provided care that results in serious bodily injury or complicates an existing illness or injury; and/or,
- has engaged in inappropriate touching or has conducted threatening or out-of-context exams.
Comments that violate the terms of use, including allegations of egregious conduct, will be restricted from member viewing.
Comments that allege egregious may be referred to a Customer Service specialist who may contact the member to inquire as to whether the member wants to file a complaint.
What can I do if I believe a member comment violates Asuris Terms of Use or
alleges egregious conduct?
If you believe a comment alleges egregious conduct or otherwise violates the Terms of Use, please
contact your provider consultant or dental services representative.
Member comments
How many comments must there be for a given provider before they are visible to other members?
One piece of feedback (either a survey result or a member comment) is all that is required to generate a result. Asuris does not plan to impose a threshold requirement before results are shared with members. We believe it is important to share information real-time when a member makes a comment.
The member feedback tool is not meant to generate statistically valid results, but to allow a free exchange of information and opinions among Asuris members. The tool will identify the total number of surveys/responses submitted as well as the number of unique users who submitted those responses.
How many times can a member leave comments?
Opportunities to submit feedback are tied to claims. In order for a member to submit feedback on a provider, the provider must have seen the member and submitted a claim. For every claim submitted, the member has an opportunity to complete the online survey once and submit a comment once.
How long will comments be posted on myAsuris.com?
We are in the process of evaluating our policy on the length of time comments will remain posted.
Can I respond to member comments about me?
Yes, if you are registered with Asuris Online Services for Providers and you agree to the Terms of Use. Your response will be posted real-time directly below the member’s comment.
What is the process to respond to member comments through Asuris Online Services for Providers?
In order to respond to member comments through Asuris Online Services for Providers you or your designee must go through the authentication process. The first step toward authenticating is having access to Asuris Online Services for Providers.
Once on Asuris Online Services for Providers, select the Patient Feedback link in the left navigation column. The Patient Feedback page will have three tabs; click on the “Change Provider” tab. You or your designee will be asked to enter the provider’s date of birth and National Provider Identifier (NPI). Once you or your designee have completed these fields, hit the submit button at the bottom. You will only be required to authenticate once. The authentication process can be delegated to a site administrator or office manager so long as they have the provider’s date of birth and NPI.
Once you’ve gone through the authentication process, you’ll be able to respond to member comments by clicking on the “Respond to Feedback” tab and then clicking on the “More Comments” button. Please be aware that once you hit the submit button on a response, that response will be posted real-time.
What if I don't have an NPI to use for the authentication process on Asuris Online Services for Providers?
An NPI is required to submit electronic transactions through Asuris Online Services for Providers. If you do not yet have an NPI you can refer to the Centers for Medicare & Medicaid Services (CMS) Web site for more information on how to obtain an NPI.
What can I do if I have questions or concerns about my member feedback results?
If you have questions about your patient satisfaction results, please contact your provider consultant or dental services representative.
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