Delta Dental Earns High Marks From Enrollees

July 12, 2007

State’s Largest Dental Plan Reports Excellent Satisfaction Rating

San Francisco, CA —When it comes to overall customer satisfaction, Delta Dental of California makes the grade, according to enrollees who rated the state’s largest dental plan on various aspects of service and quality.

The results of this assessment, compiled from thousands of enrollee survey responses, were released today in Delta Dental’s annual "report cards," which show enrollee ratings on areas such as convenience of dentist locations, quality of care, customer service, value of benefits and access to information.

Delta Dental, among the first dental companies to issue an annual report card that benchmarks its level of customer service, has consistently rated in the 90th percentile in overall satisfaction since its first published enrollee survey in 1998. Again this past year, more than 90 percent of enrollees in Delta Dental’s three major commercial programs reported overall satisfaction with Delta Dental as a whole and with the quality of care provided by their Delta Dental dentist.

"This past year, we met or exceeded our customer service goals, from claims processing to answering phone calls to dentist satisfaction," said Tony Barth, executive vice president and chief operating officer. "Our objective is to offer and constantly improve our superior customer service, and we’re pleased to note this positive feedback as we continue to add service features for our enrollees, client groups and brokers."

Recent enhancements include new software in customer call centers and an improved automated call routing system that ensures calls are sent to the most appropriate representative. In a further effort to streamline service, Delta Dental’s dental HMO affiliate, PMI Dental Health Plan, merged with parent company Delta Dental of California effective January 1.

"This merger was largely invisible to enrollees and customers because plan benefits were unchanged, but it afforded us the opportunity to streamline administration and eliminate duplicative processes," Barth added.

Separate report cards are available this year for Delta Dental’s DHMO, DeltaCare® USA, and its fee-for-service programs, Delta Dental Premier® and Delta Dental PPOTM. Next year, following this year’s merger of PMI and Delta Dental, the company will move to one consolidated format, company officials noted.

Among the results of those surveyed:

  • More than 90 percent of customers in both the fee-for-service and DHMO programs are satisfied overall with Delta Dental.
  • Fee-for-service enrollees reported a 96 percent satisfaction rate with being able to access dental program information on the Internet.
  • The DeltaCare USA DHMO program surpassed its goal of reviewing 85 percent of dentists’ credentials, reviewing 100 percent instead.
  • Ninety-seven percent of DHMO enrollees are within 10 miles of at least two contracted dental offices, surpassing the goal of 90 percent.

"While we’re pleased with these results, we will continually strive to improve service to our enrollees," Barth noted.

Delta Dental of California, with more than 18 million enrollees, is part of the Delta Dental Plans Association (DDPA), based in Oak Brook, Ill. DDPA consists of 39 Delta Dental member companies licensed in all 50 states. The association collectively covers more than 50 million people nationwide with private dental insurance, making it by far the largest national system of dental plans.

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