The member satisfaction survey as a measure of health plan accountability.

In its 1996 study of St. Louis area health maintenance organization members, Gateway Purchasers for Health closely analyzed member responses to the National Committee for Quality Assurance's annual member health care survey. The analysis of specific questions regarding overall satisfaction levels and member health status afforded insight into the factors that contribute to an individual's reported satisfaction with health care services and into variations by subgroups within the population. Ultimately, consumer information that allows choice of a health plan that best suits specific needs and preferences will drive accountability, quality, and value in the health care market.