11 OCO 2017 Overview: Ombudsman Services (Jan. 1, 2017 to Dec. 2017) # of Individuals # of Contacts Total 137 174 Number of Inquiries Total 117 164 Number of Complaints Total 254 338 Slide 12 OCO 2017 Overview (Feb. 2 to Dec. 31, 2017) Geographic Location of OCO Contacts This is a pie chart depicting the contacts in Eastern, Central, and Western Mass and unknown. Eastern Mass 207 – Central Mass 68 – Western Mass 53 – Unknown 10 – Note: on zip code, which the OCO began collecting in February 2017. Slide 13 2017 Trends (vary by time period) Transportation Number of Months Trend Resolved Calls Jan Feb Difficulty scheduling transportation 5 – Mar May Rude/late drivers 2 – Jul Dec Members’ reminder calls 3 – Dental Number of Months Trend Resolved Calls
11 OCO 2017 Overview: Ombudsman Services (Jan. 1, 2017 to Dec. 2017) # of Individuals # of Contacts Total Number of Inquiries 137 174 Total Number of Complaints 117 164 Total 254 338 Slide 12 OCO 2017 Overview (Feb. 2 to Dec. 31, 2017) Geographic Location of OCO Contacts This is a pie chart depicting the contacts in Eastern, Central, and Western Mass and unknown. Eastern Mass – 207 Central Mass – 68 Western Mass – 53 Unknown – 10 Note: on zip code, which the OCO began collecting in February 2017. Slide 13 2017 Trends (vary by time period) Transportation Months Trend Number of Calls Resolved Jan – Feb Difficulty scheduling transportation 5 Mar – May Rude/late drivers 2 Jul – Dec Members’ reminder calls 3 Dental Months Trend Number of Calls Resolved
One%20Care%20Ombudsman%20Presentation%20January%209%202018.docx