The John Muir Physician Network assesses member satisfaction with physicians and services on an annual basis. An independent vendor is chosen to distribute the survey, tally responses and prepare reporting. Physicians receive reports of patients' satisfaction with their services. The John Muir Physician Network assesses survey results each year and puts improvements in place with the goal of improving our members' care experience.

Our 2004 survey of member satisfaction indicates that overall satisfaction with the John Muir Physician Network and primary care physicians is solidly in the "clearly positive" range. Members report a high degree of satisfaction with the overall services provided by their primary care physician or nurse, and primary specialist physician.

CAS Survey Results

The John Muir Physician Network has been committed to participating in the statewide Consumer Assessment Survey (CAS) since its inception in 2001. The CAS evaluates patients' experience with receiving care from the physicians of the John Muir Physician Network. The results of our performance compared to those of other groups in the state are shared publicly with consumers and employer groups.

In early 2004, John Muir Physician Network patients were asked to evaluate the care they received during calendar year 2003. The following are some of the areas in which members rated our doctors highly:

• Explaining things in an understandable way
• Showing respect for our members
• Listening carefully
• Getting help or advice during office hours
• Spending enough time with our members
• Having information to correctly diagnose health problems
• Overall rating of personal doctor or nurse

In addition to scoring favorably in the above areas, the John Muir Physician Network physicians' scores have improved over the previous years in the following areas:

• Office staff usually or always as helpful as they should be
• Availability of after-hours care met needs
• Usually or always received regular/routine care from specialist as soon as needed
• Usually or always received an appointment as soon as wanted
• Doctors usually or always explained things in an understandable way

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