INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F] 

A.  Easy access to initial treatment /services?

The average length of time from request for services to the first face-to-face meeting with a mental health professional.	

MHSIP Report Card	

The total time between request for services and the first face-to-face contact with a mental health professional for new admissions during the year.

The total number of new admissions.	

Enrollment/
encounter data.	
“Core Questions”       Access  	Was the amount of time you had to wait for your first appointment?
•	Not a problem
•	A small problem
•	A big problem
•	Don’t know	AMBHA PERMS			Consumer Satisfaction Survey	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F] 

B.  Easy access to ongoing services?

The percentage of consumers for whom services are readily available?

Consumer response to survey questions regarding availability:   
I was unable to get the services I thought I needed.
I was able to see a psychiatrist when I want to.  
Staff were willing to see me as often as I felt it was necessary.

MHSIP Report Card

Consumer Survey	

The percentage of consumers who report that physicians, mental health therapists, or case managers can be reached easily. 	

Consumer response to a survey question regarding provider availability: 
Staff returned my call within 24 hours.	

MHSIP Report Card

			

Consumer Survey

	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F] 

C. 	Easy access to cultural/linguistic services & providers?

The percentage of consumers who report that staff are sensitive to their ethnicity, language, culture, and age.	

Consumer response to a survey question regarding staff sensitivity: 
Staff were not sensitive to my cultural/ethnic background.	

MHSIP Report Card	

		

Consumer survey	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F] 

D. 	Service locations are convenient?

The percentage of consumers for whom the location of services is  convenient.	

Consumer response to a survey question regarding location: 
The location of services was convenient (parking, public transportation, distance, etc.)

Note: This is based on a five point scale ranging from “strongly agree” to “strongly disagree”.	

MHSIP Report Card			

Consumer survey	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F] 

E. 	Appointment times are convenient?

The percentage of consumers for whom appointment times are convenient.	

Consumers respond to a survey question regarding convenience: Services were available at times that were good to me.	

MHSIP Report card			

Consumer survey	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
1. 	Consumer satisfaction on the following issue(s): 
      [A-F]

F. Costs are not an obstacles to care?

The percentage of consumers for whom cost is an obstacle to service utilization.

	

Consumer response to a survey question regarding financial barriers:
I was unable to get some services I wanted because I could not pay for them,	

MHSIP Report Card			

Consumer survey	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
2.  Denied Access to Services and Authorizations for additional services.
	•	medical necessity
•	lost benefits
•	discontinued benefits
•	provider was not in plan
•	going beyond maximum benefits allowed in plan
•	non-compliance with treatment plan					

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
3.  Monitor Penetration Rate of services.

Penetration Rate by Treatment Setting, Age, and Diagnostic Category

	

The percentage of enrollees covered under a managed behavioral healthcare delivery system who have a mental health of chemical dependency claim for a face-to-face visit and/or hospital stay within a one-year period of time by treatment setting (place of service), age and diagnostic category.	

AMBHA PERMS 				

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
4. Cost per member per month.

The average resources expended on mental health services.

	

The total amount of direct services expenditures on mental health services in one year, divided by the total number of full-time enrollees who received at least one mental health service.	

MHSIP Report Card	

The total amount of direct services expenditures on mental health services in one year.	

The total number of full-time enrollees who received at least one mental health	

Enrollment/ encounter data & cost/expenditure data	

INDICATOR	MEASURE	SOURCE	NUMERATOR	DENOMINATOR	DATA SOURCE	
5.  Appropriate Access to a Full Range of Services.

The percentage of consumers for whom services are readily available.

	

Consumer response to survey questions regarding availability: 
I was unable to get the services I thought I needed.
I was able to see a psychiatrist when I wanted to.
Staff were willing to see me as often as I felt it was necessary.

MHSIP Report Card	

		

Consumer survey.