What Was Measured?

What percentage of members' phone calls to their HMO were answered by a person within the first 30 seconds?

These results are based on the HMO’s phone system records.

Why Is It Important?

HMOs that received a high rating for answering customers’ phone calls quickly means that most calls are answered within 30 seconds and a person who members can talk to answers the calls.

Compare California Scores to National Results

Click here to compare these California health plan scores to the top health plans nationwide.

Answer Customer Phone Calls Quickly 2012 Edition

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

Answer Customer Phone Calls Quickly

We compared how HMO members rate their care and services during 2010.
  • (Worse)
  • (Better)
Western Health Advantage 100%
Horizontal bar, 100 units
Horizontal bar, 100 units
Aetna Health of California, Inc. 81%
Horizontal bar, 81 units
Kaiser Permanente - Southern California 81%
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Kaiser Permanente - Northern California 80%
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UnitedHealthcare of California (formerly PacifiCare) 79%
Horizontal bar, 79 units
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Anthem Blue Cross - HMO 70%
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Health Net of California, Inc. 59%
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Blue Shield of California - HMO 0%
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Score for top health plans nationwide 89%*