Unimed System Sustem Sustainability Report 2015

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Unimed System Sustainability Report
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Beneficiaries’ Satisfaction Survey
We gathered over 20 million beneficiaries all over the country; therefore, we are sure that the best way to grow in a profitable and sus-
tainable way is to measure this public’s satisfaction, seeking to improve our services. For this reason, Unimed do Brasil follows-up the
Unimed beneficiaries’ satisfaction, whose sample of the last survey carried out by ANS with health insurance operators in 2013 counted
on 36,592 interviews and indicated an average satisfaction level of 75%. Likewise, in a survey exclusively contracted by Unimed do Brasil
with Datafolha to measure the perception about health insurances in Brazil in 2014, interviews were collected. The results showed that,
among the interviewee, 34% indicated the Unimed health insurance as the best in Brazil. Among interviewees holding health insurances,
this index rose to 45%. ; ]
Final results of the Beneficiaries Satisfaction Survey - Unimed System
Base: Sample total – APPROVED UNIMEDS (51): 36,592 interviews
0.0 0.4 0.8 0.2 0.6 1.0
Very dissatisfied Dissatisfied Indifferent Satisfied Very satisfied
0.75
Satisfaction Assessment
Very Satisfied + Satisfied
Provided services
quality
74% Health insurance
assessment
72%
Cost X Benefit
relation
59% Procedure
authorization
terms
65%
Assistance
network options
70% Assistance
channels
67%
Did the services offered
overcome your expectations?
In general, 66% of interviewees
that the services of Unimeds
approved in the survey overcame
the expectations. It has been
observed that the South region
outstands, with a 70% approval
by beneficiaries – a level above
the general value.
Would you recommend your
health insurance?
Concerning the recommendation
of a Unimed System insurance,
the general index reached an 86%
recommendation. But among the
analyzed regions, the highest
recommendation indexes are
concentrated on the South (89%)
and Northeast (87%).