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

2017

91%

45%

100%

100%

2018

91%

45%

100%

100%

2019

98% 85% 100% 100%

 Avg QASP Score 2015 82%, Avg QASP Score 2016 98%, Avg QASP Score 2017 91%, Avg QASP Score 2018 91% 

Trends and Observations

An overall positive trend can be observed from Fiscal Year 2017 – 2019.  Specifically, there has been an overall increase of seven points (7% increase) since 2017. 

Page Last Modified:
09/30/2020 05:02 PM