That’s a headline that gets your attention, right? It’s somewhat unusual for an advocacy group to praise state agencies. But you see the ellipsis … the complete story is more like this: The advocacy group Health Access says four state health agencies are — mostly — doing a good job in customer service. It’s still intriguing.
Health Access conducted a survey with an eye toward 2014 when the federal health care overhaul rolls out. Potentially millions of people will access health insurance for the first time and state health agencies are likely to be swamped with calls.
Health Access says they wanted to establish a baseline of where the state is now. It used a “mystery calling” approach. A dozen people posing as consumers made more than 200 calls to four state agencies and asked common consumer questions, such as: “How do I sign up for Medi-Cal?” or “My doctor referred me to a specialist, but I have to wait a long time. Can you help me?” Continue reading








