SURVEYS 2023

SURVEY ON THE MASS AFFILIATION PROCESS OF TEACHERS 2023

The objective of this survey has been, as every year since 2019, Know the degree of satisfaction, as well as the possible improvements to be introduced in the process of mass discharge of teachers of non-university education carried out by the Mutuality during the year 2023. This survey is part of the I.4.2 projects. “Review of the Affiliation Process” and IV.2.2- “Satisfaction Surveys”, of the strategic plan of the Mutuality “Muface Progreso 2021-2023”.

This year I had a special interest, for having been the especially numerous high. Specifically, 45,727 teaching mutual holders have joined MUFACE, through the usual selective testing channels and also those held for Temporary Employment Stabilization. The 2023 process has tested the effectiveness of our offices, given that it coincides with a difficult time in terms of the volume of public service personnel. It must be taken into account that only the offices of Catalonia, to give an example of offices with a large volume of work and insufficient staff, , incorporated 12,735 teachers and 2990 beneficiaries of the previous ones.

Configuration of the survey

A simple questionnaire was prepared consisting of 10 closed questions: five questions on the degree of satisfaction, two on information channels and three on the affiliation process itself. On October 31, a total of 45,191 mutualists, from non-university teaching bodies with a MUFACE registration in the period between August 15 and October 31, 2023, were sent by email, as a condition of having already made the choice of health entity.

The survey has been created with the form management and editing application (FORMA) of the General Secretariat of Digital Administration, which guarantees the confidentiality of the process. The survey was sent from the email muface.informa@muface.es through a link in the body of the email.

Response and remarkable results:

The survey was answered by 7,354 mutualists, which is equivalent to 16.3% of the population. Statistical significance has been well achieved and participation has increased by more than 6 points, according to data from 2022..

Of these answers and the overall result, it is worth highlighting:

  • 1-About 90% of the new mutualists from teaching bodies have completed their affiliation to Muface (92%) and the discharge of their beneficiaries (87%) through electronic means, using electronic identification (Cl@ve, digital certificate, DNI e, etc.) The small percentage that has not used electronic media alleges problems at Muface’s electronic headquarters. As for the choice of health entity, there is a 3% decrease in use, on the data of the survey of the year 2022, while the use of digital beneficiary registration increases slightly (from 85% to 87%).
  • The decrease in the use of the electronic entity registration has undoubtedly been due to the notable number of incidents that have occurred in the transfer of data of owners by the autonomous administrations, since there were errors that prevented the automatic registration. These are incidents that are intended to be resolved in future exercises by intensifying contact with autonomous communities prior to each mass discharge, from the central services of the Mutuality.
  • 2-About 40% of the new mutualists have obtained the information in relation to the affiliation process in MUFACE’s own sources, the most used being the web form/App (64%) and the telephone of the offices (16%). Muface’s least used channels are Linkedin (0.20%), “X” (1.1%), telephone 060 (2.2%) and Muface talks in the provinces (3.7%). Within the channels outside the mutuality, the most used are trade unions (21%) and co-workers (26%).
  • It should be pointed out that the talks to new mutualists, wherever they take place, are very useful, according to the information that comes to us from Provincial Services, unions and networks. In this regard, they should be held systematically and extended to as many provinces as possible.
  • 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 is well valued with a note close to 7, while the other channels get a note less than 5 out of 10. It should be noted that this result is inconsistent with what was stated in another question on the use of channels, with respect to those less used, so the formulation of these questions for subsequent surveys will be improved.
  • 4- The clarity and usefulness of the “Guide of New Mutualists” found on the website, is valued with notes close to 7 out of 10.

As for the improvement measures to be adopted, taking into account also the information that comes from our provincial offices, trade unions and social networks, they must have an impact on:

  • It is essential to improve the certainty and reliability of the exchange of information related to new mutualists with the regional administrations, for which a previous information campaign from central services has been efficient, improving bilateral interlocution.
  • The intensification of the campaign of provincial talks - online or face-to-face - to new entry mutualists, either in collaboration with the respective community or unions, or independently.
  • Greater dissemination of our information channels, such as Twitter, Linkedin or the Newsletter, scarcely known.

We are grateful from MUFACE for the collaboration of those people who completed the questionnaire.

SURVEY ON MUTUAL BENEFIT VALUATION 2023

For the first time, MUFACE has conducted a survey among mutual insurance companies regarding their lack of opinion and preferences on performance improvements. The sample has been large and the number of responses reaches the statistical significance more than enough.

The objective of this survey, which has been covered by a teriitorial study on the volume of benefits per province, has been to know the degree of satisfaction and knowledge that the mutualistic collective has regarding the benefits provided by MUFACE directly (it does not therefore include health care, which is managed indirectly through public health services and the concerted entities).

An easy-to-complete questionnaire was prepared with 17 questions of closed response, focused on the two correlative axes of interest for the Mutuality and the collective:

  • a) Degree of satisfaction with benefits (15 questions)
  • b) Measures to improve performance (2 questions)

On August 1, 2023, the survey was sent by e-mail to a statistically significant sample of the total number of mutualists affiliated to MUFACE. The referral and articulation of the survey was done with the FORMA tool, of the SGAD, which guarantees the confidentiality and anonymity of the people surveyed. A total of 40000 emails were sent and it has been answered by 5,022 mutualists, which is equivalent to 12.6% of the original sample. The statistical significance has been achieved more than enough. Of these persons, 2,436 were active persons (6.1%) and 2,586 were retired persons (6.5%).

The survey has been answered by mutualists from all CCAA regional governments.

Remarkable results:

  • The first perception that is extracted is the general POSITIVE BALANCE of the valuations, since most of the benefits are evaluated positively. Only one of them reaches a 7 out of 10. As for those that are negatively valued, it should be noted that no benefit falls below the average of 4.62.
  • It highlights the difference between assets and retirees: in the 14 benefits valued. The valuation of assets is below the average (they value worse) while the valuation of people in retirement is above the average (they value benefits better, since they apply for them to a greater extent). It is noted that, the greater the knowledge of the service, the better the valuation takes place.
  • Understanding a bad assessment between 1 and 5, and a good assessment between 5 and 10, the following results are obtained:
    • They obtain below 5 the following benefits: Orthoprosthetic material, other prosthetics, study grants, funeral assistance, retirement allowance and death allowance. The worst valued benefit is that of study grants, with a 4.62 total average valuation
    • The rest of the benefits exceed the average valuation 5. Only the temporary disability benefit (7,04) reaches 7 out of 10 (NOTABLE).
  • The results of the study show a highly significant degree of ignorance of the benefits, since in 11 of the 14 benefits valued, 70% is exceeded among people who do not know or have never applied for the benefit. At this point it must be taken into account that a majority of the benefits are directed to sickness, family situations... that are not massive. The most unknown benefit is the death allowance (47 per cent are unaware of it) and the most known benefits are dental and eye benefits (only 12 per cent are unaware of them).
  • In terms of improvement measures, 56% consider that the most necessary is an increase in the financial allocation of benefits. On the contrary, only 4% bet on an increase in digitization in the processing of benefits.
  • As for the possible new benefits to include, 85% are concentrated in those who prefer aid for physiotherapy (53%) and aid for mental health (32%), compared to only 6% who choose aid for gender violence, aid for Covid19 sequelae and aid for preparation of oppositions for beneficiaries (2.2 and 2% in all three cases).

Based on these results, taking into account the peculiarity that many MUFACE grants are not for the mass recipient (such as chronic psychiatric illness grants, personal autonomy grants, etc.), it is clear that the actions of the Mutuality must focus on:

  • Expanding the scope of dissemination of benefits, using agents of interest already habitual as collaborators in this aspect, such as trade unions, and looking for others such as associations of people with certain pathologies, professional associations, non-profit entities, etc… To this end, a visual guide of benefits will be elaborated in 2024 that allows to know them at a glance..
  • Look for formulas that allow the improvement of the benefits in the sense desired by the mutualists, with special emphasis on study grants, in the management of which MUFACE "suspends", and to influence aspects such as physiotherapy or the diversification of mental health aids.

We thank the Mutuality for the response given to this survey, which is considered to be of vital importance.

SATISFACTION SURVEY: CONCERTED ELECTRONIC RECIPE

The objective of this survey was to know the degree of satisfaction of the mutualists regarding the implementation of the concerted electronic recipe in the national territory. The project of implementation of the electronic prescription is included in the objective of Simplification, in the project "III.2.3 Implementation of Electronic Prescription for Concerted Health", included in the strategic plan MUFACE PROGRESO 2021-2023. The realization of this survey is within the project IV.2.2 “Satisfaction Surveys” of the strategic plan.

CONFIGURATION OF THE SURVEY AND RESULTS:

The survey has been created with the application of the General Secretariat of Digital Administration for management and editing of forms (FORMA), which guarantees anonymity and confidentiality of the answers. The survey was sent through a link in the body of an email using the email muface.informa@muface.es

In order to know and evaluate the degree of satisfaction of the mutualists of concerted choice in Asturias, Cantabria and the Canary Islands, a questionnaire was prepared consisting of 12 questions of closed answer.

On 14 (Asturias), 15 (Cantabria) and 16 April (Canary Islands), the survey was sent by e-mail to a total of 27,358 registered mutualists, segmenting the sample by the CCAA of ascription according to the ascripted collective. We selected the mutualists who had prescriptions invoiced between November 2022 and February 2023, dispensed in pharmacies of the target regional governments. The deadline for responding to the survey was just over two weeks, ending on April 28th, 29th and 30th, depending on the CCAA of ascription.

3,884 mutualistic people replied, which is equivalent to 10.6% of the target population, and the statistical significance was more than achieved.

RESULTS:

The dates of implementation of e-prescriptions in these regional CAAs are: Cantabria 4 May 2020, Asturias 4 April 2022 and Canarias 23 November 2022. The more recent the implementation of the electronic recipe, in general, the worse the assessments obtained in this survey are, which confirms that the implementation is progressive.

  • 1-More than 75% of the surveyed group are aware of the fact that in their regional CCAA the concerted electronic recipe has been implemented. The fluctuation of ignorance about the concerted electronic recipe goes from 8% in Cantabria to 28% in the Canary Islands.

  • 2-The average score obtained from the information transmitted by Muface on the implementation of the electronic recipe in each Community is less than 5 out of 10 (average 4.29). It only approves Cantabria.

  • 3- The average score obtained in terms of the information transmitted by the entities about the implementation of the electronic recipe in each CCAA is very poor, not exceeding 3 out of 10 in any Community.

  • 4-The main channel that has announced the launch of the electronic recipe in each CCAA is the Muface website. By mistake, the email that MUFACE sends to each mutualist in the list of options was not included in the form. In the case of Cantabria, the role of the medical community was also very important, and this same behavior was not observed in the other communities. However, in the last ones that have deployed the concerted electronic recipe, the press has had a relevant role.

  • 5-More than 40% of respondents say they have been prescribed paper prescriptions despite the electronic prescription being deployed in their regional CCAA. This behavior varies in each regional CCAA, in the most recent ones such as the Canary Islands the % rises to more than 50% and in the older ones such as Cantabria falls to 30%.

  • 6-About 50% of refusals to prescribe electronically occurred in family doctor visits, followed by hospital visits/admissions and specialist visits. In the case of Cantabria, the denial in the speciality centers is the second, just below the consultations of family doctors.

  • 7-The evaluation of the concerted electronic recipe obtains as an average an approval of 6 out of 10, oscillating the score between 7.6 in Cantabria and a score lower than 5 in the Canary Islands. 10% of the surveyed group has ever considered changing to a public option due to the lack of e-prescriptions.

In conclusion, the results confirm that, like any implementation of a technological tool in a context formed by a multitude of actors, concerted electronic prescription needs time and collaboration, both of entities and doctors. Likewise, it requires an important degree of demand on the part of the mutualists, who must be aware of the improvement in traceability, security and agility that the use of the digital recipe produces.

For MUFACE, the results of the survey mark the way to improve information and promote more intensive information and training campaigns by the concerted entities, as well as more training and involvement for the medical community. The Mutuality continues its progress and in 2024 it is desired to complete the map throughout the national territory, so this first survey has meant a contribution of data on perception that will necessarily be taken into account in the process.