In the 2013 Provider Satisfaction Survey, physicians and administrators rated their level of satisfaction with IBC on a five-point scale (5 = Very satisfied; 1 = Not at all satisfied). Specific topics addressed on the survey included claims processing, utilization management, communications, and peer-to-peer review. In total, 369 physicians and 355 administrators completed the survey.

We are pleased to report that 78 percent of respondents provided a positive overall satisfaction rating, giving IBC either a 4 (Satisfied) or 5 (Very satisfied). The overall satisfaction rating from physicians was 4.02 and from administrators was 4.15.

Areas where physicians and administrators were most satisfied included:

• timeliness of claims processing
• resolution of claims-related issues
• clarity of policies for preauthorization
• consistency in the authorization process
• IBC staff's clinical knowledge
• usefulness of information on ibx.com

Sixty-nine percent of physicians also rated peer-to-peer review positively, as driven by the medical appropriateness of the review.

Thank you to those providers who participated in the 2013 survey.