What was measured?What percentage of HMO members reported that they did not have a complaint that lead them to call or write their HMO? These results are based on a survey of a sample of HMO members.
Why is it important?HMOs with low complaint rates do a better job of explaining the rules and features of the plan and fewer members face unexpected costs or problems getting care.
Look for differences of at least four percentage points.
Smaller differences are often not significant.