What Was Measured?

What percentage of HMO members reported that they were satisfied with the HMO’s handling of a problem when they called or wrote the plan?

These results are based on a survey of a sample of HMO members.

Why Is It Important?

HMOs that score highly do a better job of solving member’s concerns or complaints. HMO staff help members avoid or work through unpleasant surprises like unexpected costs or problems getting care.

Compare California Scores to National Results

No nationwide results are available for this measure.

Member Complaints 2011 Edition

Look for differences of at least 4%. Smaller differences usually are not significant.

Member Complaints

We compared how HMO members rate their care and services during 2009.
  • (Worse)
  • (Better)
Western Health Advantage 68% Horizontal bar, 68 units
Kaiser Permanente - Southern California 61% Horizontal bar, 61 units
Blue Shield of California - HMO 60% Horizontal bar, 60 units
Health Net of California, Inc. 59% Horizontal bar, 59 units
Kaiser Permanente - Northern California 59% Horizontal bar, 59 units
Anthem Blue Cross - HMO 51% Horizontal bar, 51 units
UnitedHealthcare of California (formerly PacifiCare) 51% Horizontal bar, 51 units
Aetna Health of California, Inc. Too few members in sample to report
CIGNA HMO Too few members in sample to report