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This quick survey was designed to solicit feedback regarding your experience with the Massachusetts General Physicians Organization (MGPO) Professional Billing Office.

Privacy: We are committed to the privacy of our patients; please do not send your personal information via the survey.

Notice: Your responses are completely confidential, and will help improve the quality of our service. Forms provided on MGPO's website are intended for feedback or general purposes only, and they do not request confidential health information. Although every attempt is made to provide security measures in the transmission of information, patients should not use online forms to submit confidential health care or other information. To protect your privacy, please do not use this survey to communicate information that you consider confidential.

Billing inquires: If you need assistance with resolving your bill, please contact a Customer Service Representative at 617-726-2040, 8:00am-4:30pm, Monday-Friday or email at PBOCustomerService@partners.org.

Thank you for your time!

Section I: About Your Statement
1.
From which medical group did you receive a statement? (Refer to the upper left-hand corner of your statement.)
Massachusetts General Physicians Organization (MGPO)
North Shore Physicians Group (NSPG)
Newton-Wellesley Ambulatory Service (NWAS)
Professional Services Corporation
Unknown

2.
Was the information contained on your statement accurate?
Yes
No

3.
Based on the information you received during your visit, did you expect to receive a statement?
Yes
No

4.
Of the following information contained on your statement, which, if any, is unclear?
(Select all that apply.)
The telephone number/email address is illegible or difficult to find
The print is illegible
Information regarding older paid invoices is confusing
There is too much information
The format is too complex
It is difficult to understand what the balance is
Other:

5.
How could the statement be made more simple?

6.
Did you contact Customer Service?
Yes

Section II: About Customer Service
7.
How did you contact Customer Service?
(Select all that apply.)
Telephone
Email
In writing

8.
What was the nature of your inquiry?
(Select all that apply.)
To review billing information
To address a billing discrepancy
To update personal/insurance information
To make a payment
Other Feedback:

Please rate your agreement with the following statements.
 
Completely agree
Mostly agree
Somewhat agree
Not really agree
Not at all agree
I don't know/ Not Applicable
9.
It was easy to figure out how to contact Customer Service.
10.
If you contacted us by telephone, the length of time before speaking with a Customer Service representative was appropriate
11.
The Customer Service representative was knowledgeable.
12.
The Customer Service representative was able to handle my inquiry quickly and to my satisfaction.
13.
The Customer Service representative treated me with respect and courtesy.
14.
Overall, I was satisfied with the way my inquiry was resolved.

15.
Did you need to contact us more than once to resolve your inquiry?
Yes
No

16.
If yes, how many times did you need to contact us?

17.
Overall, were you satisfied with your interaction with Customer Service?
Yes
No

Section III : Web Site Feedback
Please rate the following features of our web site:
 
Very satisfied
Somewhat satisfied
Neutral
Somewhat dissatisfied
Very dissatisfied
18.
How satisfied are you with our web site?
19.
Ease of navigation:

20.
Were you able to find information you needed while browsing the web site?
Yes
No

21.
How likely are you to visit our web site again?
Very likely
Somewhat likely
Neutral
Somewhat unlikely
Very unlikely

22.
We would like to hear your suggestions on how we can improve our site. What other information or services would you like us to provide you on-line?

If you would like to provide additional feedback, please email us at PBOCustomerService@partners.org.

Notice: Please note that e-mail is considered a nonencrypted and therefore an unsecure form of communication which can be accessed and viewed by others without your knowledge and permission. For that reason and to protect your privacy, please do not use e-mail to communicate information that you consider confidential.


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