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 |