SURVEYS 2022

SURVEY RELATING TO PRIOR APPOINTMENT 2022

For the first time, mutualists have been surveyed about the pre-appointment service, since the gradual implementation of the service that began in November 2019. A questionnaire of 8 questions of closed response was prepared: four questions about the degree of satisfaction of the Prior Appointment itself, one about the channels of obtaining Prior Appointment, a question about the possible improvements to be implemented by Muface to improve the Prior Appointment and two about the average time of obtaining Prior Appointment, from the request (the seventh question conditioned the eighth, in the event that the 20 days were exceeded).

Sample

On April 27, the survey was sent by e-mail to a total of 20,623 registered mutualists, segmenting the sample by province of ascription, according to the ascripted group. The deadline for answering this survey ended on May 12.

The sample size required a total of 385 individuals or responses. The survey was answered by 899 mutualists, which is equivalent to 4.4% of the target population. Statistical significance has been achieved, since the number of surveys answered is greater than 385.

It should be clarified that prior appointment is mandatory but not always, since the appointment requirement is flexible in all cases where the urgency of the procedure, age or the conditions of the mutualists impose it. The survey was accompanied by an internal questionnaire to Provincial Services from which it was concluded that the flexibility guidelines with which the prior appointment is handled allow an effective service and close to mutualists.

The average score obtained for the Prior Appointment implemented by Muface It is 6.41 out of 10.

Relevant results:

  • 1-The majority of the mutualists surveyed (66.9%) think that the prior appointment is positive, either because it rationalizes the influx, avoids waiting and organizes the work inside the office, or because it is beneficial for the mutualists.
  • 2-The majority of the surveyed group (24%) prefer not to go to the offices in person and carry out their procedures through electronic channels. People who attend in person say they do so to apply for socio-health/welfare/social benefits (23.6%) or prescription visas (19%).
  • 3-The preferred channel for mutualists to obtain the prior appointment is, by far, the Electronic Headquarters of Muface (64%) followed by 060 with 20%.
  • 4-The main improvement requested by the mutualists is the flexibility of certain procedures for people over 65 years of age (28%), closely followed by the gratuitousness of the telephone 060 (20.8%) and by the increase of the staff in the offices of MUFACE (20.4%).
  • 5-About 85% of the surveyed mutualists obtain prior appointment within a period of less than 20 days, which is the period with which the Mutuality committed itself when implementing the Prior Appointment. The office that presents the greatest problems when obtaining an appointment in less than 20 days is the Provincial Service of Madrid, although weekly data is acted on by opening an appointment.

SURVEY RELATING TO COMMUNICATION CHANNELS 2022

Taking into account the importance of age as a factor determining preferences as well as access capabilities, the communication survey conducted in May 2022 A total of 19,999 people were sent Headline mutualists, segmenting the sample by age of the collective according to the percentage it represents with the total, of the provinces of Madrid, Barcelona, Seville, Valladolid, La Rioja and Zaragoza, distributed by age bands in proportion to the total collective of each of these provinces.

Regarding the website, it is the preferred channel for the use of mutualists when they want to obtain information. The intermediate age groups (between 45 and 75 years old) stand out with a preference percentage of more than 73% compared to the rest of the channels, while the people over 75 years old who answered the survey, use it in 60.91%. As for the opinion they deserve, the majority is the favourable opinion of the whole group, which considers the web useful between 80% and 85%, according to sections.

As for the contact with MUFACE offices (phone, email, face-to-face contact) highlights the call of attention related to the telephone service, which in 28% of all age groups is considered that it should improve because they do not manage to contact, especially by the mutualists of Madrid, Barcelona and Seville . This in turn is consistent with the analysis of complaints made in 2020 and 2021, relating to telephone accessibility, as well as claims on social networks, and is leading to the articulation of specific measures to facilitate telephone access for older people with the means available.

Regarding the telephone in general, as the age decreases, the number of those who never use the telephone to contact MUFACE grows, that is, between 20% who say not to use it in the stretch of older than 75 to 42.09% who indicate so in the group of 15 to 44 years. Between 24.42% and 29.55% of the mutualists, according to tranches, say they call a telephone in their office when they have a problem.

The service of the Information Office to Mutualists through the web form of consultation and the telephone 060 seems to be very little known, since if on the one hand between 8.79% and 11.55% according to tranches say to resort to the IOM form when they have a problem, or they use the telephone 060 to be referred to IOM between 7.80% and 13.94%, on the other hand between 39.39% and 53.73%, according to tranches of age, they say that they do not know this service.

As for other channels, it should be noted the lack of knowledge of the Newsletter service, implemented in September 2021, for percentages ranging from 75.76% for people over 75 years old and 84.48% for people between 15 and 44 years old and the official account on twitter, which say not to use percentages ranging from 88% in people over 75 years old to 66% in people between 15 and 44 years old, and among those who use TT, between 8% and 24.78% say not to know the official account.

The consultation of co-workers as an information channel is of preferential use for the youngest section (20.60%) while it is very low in the oldest active section (5.28%). When indicating possible channels of information in future surveys, trade union information, which by mistake was not included in this survey, will be included.

SURVEY RELATING TO THE MASSIVE RISE OF NEW INCOME TEACHING MUTUALISTS 2022

In the Mutuality is key the process of mass discharge of people from primary and secondary education bodies, not only because of their weight in the Collective but also because it is a segment whose role is essential from all points of view, which also perform their task in regional public administrations and have specific and different conditions of work.

The survey is conducted every year since 2019, with interruption in 2020 due to the pandemic. On October 29, 2022, the survey was sent to a total of 17,695 mutualists, from the primary and secondary educational bodies, whose discharge in Muface took place in the period between August 15 and October 31, 2022, the condition being that on that date they had already chosen health care. This condition allows you to obtain your information about the service provided.

The survey was answered by 1,870 mutualists, which is equivalent to 10.6% of the population. The statistical significance has been achieved, being greater than 385.

Regarding the results:

  • 1-About 90% of the new mutualists from the teaching bodies have registered themselves and their beneficiaries through electronic processes, using electronic identification (Cl@ve, digital certificate, DNIe, etc.) (95% of holders and 85% of beneficiaries).
  • 2-More than 54% of the new mutualists have found the information about the affiliation processes, in the channels offered by the mutuality, being the preferred ones the web form that derives to the Information Office to the Mutualist (34%) and the email (31%). The most commonly used channels outside the mutuality are trade unions and co-workers.
  • 3-Regarding the degree of satisfaction, both in the affiliation process, in the discharge of the health entity, and in the discharge of beneficiary, a score of about 7 out of 10 has been obtained. Regarding the communication channels, the website and email are highly valued (both with more than 6 out of 10). The office phone gets a pass (5 out of 10). Twitter, linkedin and phone 060, score below 5 out of 10. It must be said that this question has to be improved in subsequent editions, since it required to answer even if the channels that were the subject of the question had not been used.
  • 4-Both the form that is submitted to IOM and the responses received by e-mail are the best valued personalized information channels. The clarity and usefulness of the “Guide of New Mutualists” found on the website, are valued with notes close to 7 out of 10.

Regarding the internal questionnaire sent to provincial services of MUFACE about their opinion regarding the process and the improvements that can be introduced, it shows that the process is positive for 85% of directors and directors. It is valued positively by 70% the importance of offering talks to the new mutualists in collaboration with the regional educational administration or with a union. On this occasion, 15 Provincial Services oganized talks that were very well received.

The survey and questionnaire carried out after each process omits the improvement lines for subsequent high-mass processes.