Provider Satisfaction Pulse Survey

During your most recent experience with Martin’s Point Health Care:

How easy was it to interact with Martin’s Point Health Care? (1 = Difficult, 5 = Easy) 1 2 3 4 5 Were you able to accomplish what you wanted? Yes No Not Sure Please rate the quality of Martin’s Point Health Care’s online information/education resources compared to your experience with other health plans you work with. (1 = Difficult, 5 = Easy) 1 2 3 4 5 Please rate the quality of Martin’s Point Health Care’s online functionality and provider transaction capabilities compared to your experience with other health plans you work with. (1 = Difficult, 5 = Easy) 1 2 3 4 5 Please rate the quality of Martin’s Point Health Care’s Primary Care Incentive Program compared to other health plans you work with. (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Please rate your satisfaction with Martin’s Point Health Care’s credentialing processes compared to other health plans you work with. (1 = Well Below Average, 5 = Well Above) 1 2 3 4 5 How do you rate Martin’s Point Health Care compared to all other health plans you contract with? (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5

Please rate Martin’s Point Health Care in the following service areas when compared to your experience with other health plans you work with.

Accuracy of claims processing (1 = Difficult, 5 = Easy) 1 2 3 4 5 Resolution of claims problems or disputes (1 = Difficult, 5 = Easy) 1 2 3 4 5 Procedures for obtaining precertification/referral/authorization information (1 = Difficult, 5 = Easy) 1 2 3 4 5 Timeliness of obtaining precertification/referral/authorization information (1 = Difficult, 5 = Easy) 1 2 3 4 5 Degree to which plan covers/encourages preventive care and wellness (1 = Difficult, 5 = Easy) 1 2 3 4 5 Availability of comparable drugs to substitute those not included in formulary (1 = Difficult, 5 = Easy) 1 2 3 4 5 Extent to which formulary reflects current standards of care (1 = Difficult, 5 = Easy) 1 2 3 4 5 Ease of reaching health plan call center staff over the phone. (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Process of obtaining member information (eligibility, benefit coverage, co-pay amounts). (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Helpfulness of health plan call center staff in obtaining referrals for patients in your care. (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Overall satisfaction with health plan’s call center service. (1 = Difficult, 5 = Easy) 1 2 3 4 5

Please rate provider relations representative’s ability to answer questions and resolve problems. (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Please rate quality of provider orientation process. (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5 Please rate quality of written communications, policy bulletins, and manuals (1 = Well Below Average, 5 = Well Above Average) 1 2 3 4 5

Please rate your Overall Satisfaction with each of the following health plans (0 = Not Satisfied at all, 10 = Completely Satisfied) :

Martin’s Point Health Care 0 1 2 3 4 5 6 7 8 9 10 United Healthcare 0 1 2 3 4 5 6 7 8 9 10 AETNA 0 1 2 3 4 5 6 7 8 9 10 Humana 0 1 2 3 4 5 6 7 8 9 10 Elevance Health 0 1 2 3 4 5 6 7 8 9 10

Overall Satisfaction of Martin's Point

How likely are you to recommend Martin’s Point to a friend or colleague? (0 = Not likely, 10 = Very likely) 0 1 2 3 4 5 6 7 8 9 10 What can Martin’s Point Health Care do to improve its service to your organization?