QASP Provider Customer Service Program

What is measured?

The Provider Customer Service Program QASP standards measure accuracy and timeliness of responses to both written and telephone inquiries; customer satisfaction with the MAC’s website; and quality assurance monitoring.

Performance Data

Fiscal Year

Average QASP Score

Low

Median

High

2015

82%

50%

93%

100%

2016

98%

85%

100%

100%

2017

91%

45%

100%

100%

2018

91%

45%

100%

100%

  

Trends and Observations

An overall positive trend can be observed from Fiscal Year 2015 – 2018. Specifically, there has been an overall increase of nine points (11% decrease) since 2015. In recent years, most MACs have redesigned their websites and/or portals. If a redesign was shortly before, or during, a MAC’s AFP criterion Ending (Comparison) Period, the MAC’s website satisfaction score may temporarily decrease until the MAC’s providers are more familiar with the redesigned website/portal. In FY 17, not all MACs could be evaluated for the AFP criterion because they had not received the minimum number of completed website satisfaction surveys necessary to calculate a website satisfaction score after transitioning to the new ForeSee model. This reduced the sample size used to calculate the average website satisfaction score for FY 17, which thereby resulted in a decreased score.

Page Last Modified:
09/27/2019 11:48 AM