Table 2

Quality aspects of health-plan services

Quality aspect

Number of items

Scale


General rating of health plan

1

0-10

Conduct of employees

5

1-4

Health plan information

3

1-3

Access to call centre

1

1-3

Getting the needed help from call centre

1

1-4

Reimbursement of claims

2

1-4

Transparency of (co)payment requirements

1

1-4


Note. Scales were obtained from exploratory factor analysis of the experience items; mean scores were calculated.

Hendriks et al. BMC Health Services Research 2009 9:167   doi:10.1186/1472-6963-9-167

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