A Sound Approach to Satisfaction Measurement

The Myers Group is a leading CAHPS survey administrator. In addition, The Myers Group is one of six vendors certified to conduct Medicare Health Outcomes Surveys (HOS). We have the experience and expertise to shepherd survey projects through the required steps of survey design and printing, mailing, survey scanning, call center operations, database development, and analysis and reporting processes.

The Myers Group works with 35 percent of the top 50 largest managed care plans in the country. We also conduct surveys for nearly half of the Commercial and Medicaid plans listed in the top 50 America’s Best Health Plans according to US News & World Report, November 6, 2006.

The value added item that sets The Myers Group apart from other CAHPS survey vendors is our comprehensive final report – a leading report in the industry. Thorough and easy to understand and interpret, the report includes:

• An Executive Summary
• Respondent Profile
• Quality Compass Benchmarks
• Historical Trending
• Accreditation Scores and Question Summaries
• Segmentation
• Regression Analysis
• Correlation Analysis
• An Opportunity Analysis
• Loyalty Index
• Banner Tables
• Technical Notes

Key Achievements

• The Myers Group is certified by the National Committee for Quality Assurance (NCQA) to administer the Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys. The Myers Group has received certification each year since 1998, the first year the CAHPS surveys were introduced. In addition, The Myers Group is one of six companies certified to administer the Medicare Health Outcomes Surveys (HOS).
  
  
• As one of over 70 certified CAHPS vendors in 1998, The Myers Group has consistently grown its share of the business. This has been accomplished through a combination of meticulous attention to the standards and audit processes, solid client relations, comprehensive analysis of results, and thorough final reporting.
  
  
• Approximately 85 percent of survey projects conducted by The Myers Group relate specifically to the needs of managed care organizations. Our clients represent the major segments of the healthcare industry – managed care organizations, hospitals, physicians, pharmacy benefit management, and disease management companies.
  
  
• The Myers Group offers a variety of CAHPS related surveys including what we call the CAHPS-Like Survey, the CAHPS Snapshot Survey and the Custom Member Satisfaction Survey.
  
  
• In 2000, The Myers Group was one of three survey vendors selected by NCQA to participate in an electronic data submission pilot program. The intent of this program was to explore alternative data submission methods that would help reduce data submission errors that occasionally occurred using other methods and thereby increase the quality assurance of the submission. The Myers Group’s participation in this program allowed us to establish ourselves on the “cutting-edge” of survey technology.
  
  
• The managed care organizations that work with The Myers Group include companies that contract for as many as 22 samples. It also includes companies that contract for a single sample. Regardless of the number of samples for which The Myers Group agrees to deliver, each of our clients receive an unprecedented, high-standard level of service and quality assurance.