Serving L.A. Care Members: A Survey of Staff

A key element of L.A. Care's success is the experience members have when they call us for information. L.A. Care is rated on members' satisfaction with how well their questions are answered, and with the degree of courtesy and respect they are given by L.A. Care staff.

Help us identify the factors that cause the most problems and frustration for members who call in for information.



  1. Please rate each of the following issues on a scale from 1 to 5, where 1 means that the problem happens rarely and 5 means that the problem happens often.

            1 2 3 4 5      
      Not able to assign members to the provider they requested Happens rarely Happens Often  
      Not able to make follow up calls to members to check whether issues were resolved Happens rarely Happens Often  
      Not able to provide members with more education on how managed care works Happens rarely Happens Often  
      Not able to provide members with more guidance on how to use L.A. Care services Happens rarely Happens Often  
      Not able to access a shared database with a history showing all interactions with any member Happens rarely Happens Often  


  1. Please rate each of the following issues on a scale from 1 to 5, where 1 means that the problem is not at all serious and 5 means that the problem is very serious.

            1 2 3 4 5      
      Not able to assign members to the provider they requested Not at all serious Very serious  
      Not able to make follow up calls to members to check whether issues were resolved Not at all serious Very serious  
      Not able to provide members with more education on how managed care works Not at all serious Very serious  
      Not able to provide members with more guidance on how to use L.A. Care services Not at all serious Very serious  
      Not able to access a shared database with a history showing all interactions with any member Not at all serious Very serious  


  1. Based on your job responsibilities, what single action could be taken by L.A. Care to have the greatest positive impact of the level of customer satisfaction among the L.A. Care members that you talk to?


  1. Please make any other comments you'd like on how to improve our customer service?