Every year, Paramount measures members' satisfaction with the quality of their care and services. Consumer Assessment of Healthcare Providers and Systems (CAHPS^®)* surveys are conducted as part of our Healthcare Effectiveness Data and Information Set (HEDIS^®)** review. These surveys are important because they help us understand how we can provide you with better care and service. They also enable us to judge how we compare with health plans across the nation.

Again, this year, the results were strong. When compared to the national average, Paramount scored higher in all measures. New this year is a measure about shared decision making. It includes questions about doctors discussing the pros and cons of treatment options and whether the doctor has asked which option is best for you. Another new measure is about information the health plan provides on costs of care. Here's how Paramount compared to the national averages in member satisfaction.

Measure	Paramount Rating	National Average
Getting needed care	84.5%	83.3%
Getting care quickly	87.2%+	84.7%
How well doctors communicate	93.7%	91.8%
Health plan's customer service	83.0%	n/a
Claims processing	89.3%	86.6%
Rating of health care	76.9%	72.2%
Rating of health plan	70.1%	64.8%
Rating of personal doctor	83.8%+	80.1%
Rating of specialist seen most often	83.5%	79.1%
Plan information on costs	67.5%	*
Shared decision making	94.5%	*
Likelihood of recommending health plan to family and friends	69.5%	65.5

+ = significantly better than 2006
* = not available due to being new in 2007
n/a = not trendable due to change in questions

Accredited health plans significantly outperform nonaccredited plans. Public disclosure of performance data and independent accreditation remain important expectations of both public- and private-sector purchasers. For these reasons, Paramount remains committed to public reporting by maintaining accreditation through the National Committee for Quality Assurance (NCQA) and achieving performance results that compare favorably to national standards.

*CAHPS^® is a registered trademark of the Agency for Healthcare Research and Quality.

**HEDIS^® and Quality Compass^® is a registered trademark of the NCQA.