Furthermore, 41% rated the length of time waiting at the provider's office for a scheduled appointment "fair" or "poor." In addition, while the majority of students gave receptionists "good" or better ratings, a third of students (35%) rated the courtesy and respect shown to them by the receptionists to be "fair" or "poor."

Administrative Services

When asked to consider the HUHS Member Services Department, students rated the services provided negatively. Nearly two thirds of students (63%) rated the availability of the information about their plans and costs of care as "fair" or "poor." Roughly half of the students thought negatively of the ease of getting claims problems resolved (51%) and the ease of getting their questions answered regarding eligibility and services (46%).

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Female students (56% rating "fair" or "poor") find it more difficult to get their questions answered or their problems solved regarding eligibility of services than do male students (33%).

Students without a PCP (85%) find it much more difficult to get their claims problems resolved than students with a PCP do (45%).

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E. Patient Preferences

Appointment Preferences

When the need arises for a student to see a physician or a nurse practitioner on a weekday, students prefer to call ahead to be assured of a definite appointment time (75%).