Maryland Measures Satisfaction of Medicaid Recipients

Survey of access and patient satisfaction of Maryland Medicaid clients

    • February 1, 2002

From 1992 to 1997, staff from the Maryland Health Care Access and Cost Commission developed and fielded a survey to measure Medicaid recipients' satisfaction with their medical care.

Key Results

  • In 1995, project staff mailed a 67-item questionnaire—the Maryland Medicaid Recipient Survey—to a random sample of 3,000 Medicaid recipients.

    The survey measured Medicaid recipients' perceptions of care and access to services they received in two settings:

    • An experimental Medicaid program called Maryland Access to Care.
    • Traditional health maintenance organizations (HMOs).

Key Findings

  • Generally, respondents rated HMOs less favorably than the Maryland Access to Care program.

    • HMO enrollees gave worse ratings than Maryland Access to Care enrollee respondents to all three summary items in the survey:
      • Overall rating of care.
      • Evaluation of how many things needed to be improved.
      • Whether the respondent would recommend a provider to someone with a similar health condition.
    • HMO respondents also gave worse ratings on nine of 16 access-to-care issues, including:
      • Choice of doctor or nurse practitioner.
      • Length of wait for an appointment.
      • Convenience of location.
    • HMO respondents gave worse ratings on all questions related to interpersonal treatment by office staff and evaluation of the physician or nurse practitioner.
    • HMO respondents rated out-of-pocket expenses as better.