Independent Health was ranked highest in the region for member satisfaction, according to a new J.D. Power and Associates report.
The 2012 U.S. Member Health Plan Study, released Tuesday, measured satisfaction at 141 health plans across the country based on seven measures: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.
Independent Health scored 769 on the 1,000-point scale, achieving the only five-circle rating among health plans providing services among Western New York entities. The 2012 score was up 7 points from last year, when it was also the top health plan in the New York-New Jersey region. Both BlueCross BlueShield of WNY, part of HealthNow N.Y., and Univera Healthcare and its parent, Excellus BlueCross BlueShield, scored 706 with a three-circle rating.
Two other providers with a presence in the region were rated at four circles: Aetna, which scored a 719; and MVP Health Care, with a score of 717. UnitedHealthcare scored a 701, with three circles.
According to J.D. Power, the average satisfaction index score in the New York-New Jersey region is 699, an improvement of 14 points over last year. The nationwide average for 2012 was 702.
The study was based on responses from more than 32,000 members of commercial health plans, including 3,195 in the New York-New Jersey region.