Department  of Health  and Human  Services 
OFFICE OF

INSPECTOR GENERAL

Beneficiary  Satisfaction  with 
1996  Medicare  Handbook 
@ SERV1CE8 
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GIBBS  BROWN 
JUNE 
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> OE14M%0028Q  OFFICE  OF  INSPECIOR  GENERAL 
The  mission  of the  Office  of Inspector  General  (OIG),  as mandated  by Public  Law 
95-452, is to protect  the  integrity  of the  Department  of Health  and  Human  Services 
programs  as well as the  health  and  welfare  of beneficiaries  served  by them.  This 
statutory  mission  is carried  out  through  a nationwide  program  of audits,  investigations, 
inspections,  sanctions,  and  fraud  alerts.  The  Inspector  General  informs  the  Secretary 
of program  and  management  problems  and  recommends  legislative,  regulatory,  and 
operational  approaches  to correct  them. 
Office  of  Evaluation  and  Inspections 
The  Office  of Evaluation  and  Inspections  (OEI)  is one  of several  components  of the 
Office  of Inspector  General.  It conducts  short-term  management  and  program 
evaluations  (called  inspections)  that  focus  on issues of concern  to the  Department,  the 
Congress,  and  the  public.  The  inspection  reports  provide  findings  and 
recommendations  on the  efficiency,  vulnerability,  and  effectiveness  of departmental 
programs. 
The  OEIS Atlanta  Regional  Office  prepared  this report  under  the  direction  of Jesse  J. 
Flowers,  Regional  Inspector  General,  and  Christopher  Koehler,  Deputy  Regional 
Inspector  General.  Principal  OEI  staff included: 
Region  Headquarters 
Betty  Apt,  Team Leader  Stuart  Wright,  I+ogram Specialkt

Jason  Stanfield,  Contractor  Linda  Moscoe,  Technical Suppoti

Jackie  Watkins,  Program Analyst  Barbara  Tedesco,  Statistician

Joe  Townsel,  I?rogramAnalyst

Peggy Daniel,  Program Analyst

Tammy  Hipple,  Statistician

To  obtain  a copy of this report,  call the  Atlanta  Regional  Office  at 404-331-4108.  Department  of Health  and Human  Services 
OFFICE OF

INSPECTOR GENERAL

Beneficiary  Satisfaction  with 
1996  Medicare  Handbook 
@ SERVICE$ 
#  ~a, 
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GIBBS  BROWN 
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*>dza   OEI-04%00280  EXECUTIVE  SUMMARY 
PURPOSE 
To  determine  beneficiary  satisfaction  with the  format  and  content  of the  1996 
Medicare Handbook. 
BACKGROUND 
Prior  to  1996, the  Health  Care  Financing  Administration  (HCFA)  mailed  a Medicare 
handbook  to new  enrollees,  but  did not  mail  it to all beneficiaries  unless  major 
changes  occurred  in the  Medicare  program.  In  1996, HCFA  mailed  a new handbook 
to all beneficiaries.  However,  to contain  the  cost of printing  and  mailing,  HCFA  cut 
the  number  of pages  of the  1996 Medicare Handbook  by revising  the  format  and 
including  fewer  details.  HCFA  officials  are  now considering  the  feasibility  of mailing  a 
new handbook  to all beneficiaries  every year. 
To  help  them  plan  future  handbooks,  HCFA  requested  that  we conduct  a survey of 
beneficiaries  to get  their  opinions  on the  new fo;mat  and  content.  Some  538 
beneficiaries  responded  to our  survey. 
FINDINGS 
About  a fourth  of the  respondents  had  not  received  the  19%  Me&are  Handbook 
Most  beneficiaries  who  did receive  it were  satisfied  with the  format  and  content  of the 
1996 handbook 
Ninety-one  percent  said the  new handbook  was clearly  written. 
Ninety-three  percent  said it provided  enough  information  to understand  Medicare 
benefits. 
Ninety-five  percent  thought  it would  be  helpful  to them. 
Eighty-one  percent  of beneficiaries  who  remembered  receiving  previous  handbooks 
preferred  the  1996 shorter  edition  over  the  previous  longer  editions. 
i  Opinions were  mixed  on frequency of distribution for handbooks 
Forty-eight  percent  said  they would  like to receive  a new handbook  every year. 
Forty-five  percent  said they would  like to receive  a new handbook  only when  there 
were  major  changes  in the  Medicare  program. 
AGENCY  @MMENTS 
The  HCFA  Administrator  commented  on our  report.  Since  a fourth  of the 
beneficiaries  said they  did not  receive  the  handbook,  HCFA  plans  to examine  their 
distribution  strategies  to determine  ways to improve  dissemination  of the  handbook. 
ii  TABLE  OF  CONTENTS 
PAGE 
ExmuTM3  SUMMARY 
INTRODUCTION  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..1

FINDINGS

AFourth  of Beneficiaries  Had  not  Received  Handbook  . . . . . . . . . . . . . . . . . 2

 
 Most  Were  Satisfied  with  in.......  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2

c  About  Three-fourths  Typically  Use  Handbook  . . . . . . . . . . . . . . . . . . . . . . ...2

c  Opinions  Were  Mixed  About  Frequency  of Handbook  Distribution  . . . . . . . . . 2

AGENCY  COMM13NTS  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...3

APPENDIX 
Beneficiary  Responses  to Survey  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..A-l 
HCFAComments  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..B-l  INTRODUCTION 
PURPOSE 
To  determine  beneficiary  satisfaction  with  the  format  and  content  of the  1996 
Medicare Handbook. 
BACKGROUND 
Every  year,  the  Health  Care  Financing  Administration  (HCFA)  publishes  a Medicare 
handbook  for beneficiaries  that  explains  how the  Medicare  program  works  and  what 
the  benefits  are.  Prior  to  1996, HCFA  mailed  the  handbook  to new enrollees,  but  did 
not  mail  it to all beneficiaries  unless  major  changes  occurred  in the  Medicare  program. 
Handbooks  were  available  upon  request  from  several  sources,  such  as Social  Security 
offices,  HCFA  regional  offices,  and  senior  citizen  organizations. 
In  1996, HCFA  mailed  a new handbook  to all beneficiaries.  However,  to contain  the 
cost  of printing  and  mailing,  HCFA  cut the  number  of pages  of the  1996 Medicare 
Handbook  by revising  the  format  and  including  fewer  details.  HCFA  officials  are  now 
considering  the  feasibility  of mailing  a new handbook  to all beneficiaries  every year. 
To  help  them  plan  future  handbooks,  HCFA  requested  that  we conduct  a survey  of 
beneficiaries  to get  their  opinions  on the  format  and  content. 
METHODS 
In July  1996, we mailed  questionnaires  to 749 Medicare  beneficiaries.  Beneficiary 
participation  in the  sumey  was voluntary.  A total  of 538 beneficiaries  returned 
completed  questionnaires,  for a response  rate  of 72 percent. 
Percentages  in this report  are  based  on the  number  of beneficiaries  answering  each 
question.  Estimates  are  within  5.0 percent  of the  true  value  at the  95 percent 
confidence  level  for most  questions.  Appendix  A shows beneficiary  responses  to the 
questionnaire, 
A consideration  in surveys of this type  is that  the  results  may be biased  if non-
respondents  are  significantly  different  from  respondents.  To  determine  whether 
significant  differences  exist in this survey, we performed  various  analyses,  including  a 
comparison  of age  and  gender  for the  542 respondents  and  the  232 non-respondents. 
The  analyses  revealed  no significant  difference,  which  suggests  that  our  survey  results 
were  not  biased  with  respect  to these  factors. 
 .   
We  conducted  this inspection  in accordance  with  the  Quality Standards for Iiwpections 
issued  by the  Presidents  Council  on Integrity  and  Efficiency. 
1  FINDINGS

A FOURTH  OF  THE  BENEFICIARIES  RESPONDING  TO  OUR  SURVEY  HAD 
NOT  RECEIVED  THE  19%  M!?DIC4RE  M4NDBOOK 
Twenty-seven  percent  of the  respondents  surveyed  said they  had  not  received 
	
the  1996 Medicare Handbook. 
MOST  BENEFICIARIES  WHO  DID  RECEIVE  lT  WERE  SATISFIED  WITH  THE 
FORMAT  AND  CONTENT  OF  THE  HANDBOOK 
Ninety-seven  percent  said  the  wording  was easy to understand. 
 
Ninety-eight  percent  said the  lettering  was large  enough  to read. 
 
Ninety-three  percent  said the  new handbook  provided  enough  information  to 
	
understand  Medicare  benefits. 
Ninety-five  percent  thought  it would  be  helpful  to them. 
 
Ninety-one  percent  said it was clearly written. 
 
Eighty-one  percent  of beneficiaries  who remembered  receiving  previous 
	
handbooks  preferred  the  1996 shorter  edition  over  the  previous  longer  editions. 
ABOUT  THRE13FOURTHS  OF  BENEFICIARIES  TYPICALLY  USE  THE 
HANDBOOK 
Seventy-three  percent  of beneficiaries  who remembered  receiving  previous 
	
handbooks  said they  generally  use  their  handbook  at least  once  a year. 
Thirty-seven  percent  of the  beneficiaries  who had  received  the  1996 handbook 
	
said  they  had  used  it.  (As the  1996 handbook  was mailed  only a few months 
prior  to our  survey, we are  unable  to determine  a years  use  for it.) 
BENEFICIARY  OPINIONS  WERE  MIXED  ABOUT  HOW  OIVEN  THEY 
WANTED  TO  RECEIVE  A NEW  HANDBOOK 
Forty-eight  percent  said they would  like to receive  a new handbook  every year. 
 
Forty-five  percent  said  they would  like to receive  a new handbook  only when 
	
there  were  major  changes  in the  Medicare  program. 
Six percent  of the  beneficiaries  said they would  like to receive  a new handbook 
	
every  3 years. 
2  AGENCY  COMMENTS 
The  HCFA  Administrator  commented  on our  draft  report.  Since  a fourth  of the 
beneficiaries  said they  did not  receive  the  handbook,  HCFA  plans  to examine  their 
distribution  strategies  to determine  ways to improve  dissemination  of the  handbook. 
Appendix  B shows the  full text  of the  comments  provided  by HCFA. 
3
 APPENDIX  A 
RESPONSES  TO  19% MEDICARE  HANDBOOK  SURVEY 
Question  Response  Percentage 
1.	 Medicare  recently mailed the  19% Medicare  Handbook  to each beneficiary.  It 
is a 3@age  booklet  with a two-page  introduction.  It h=  a picture of a portion 
of the American  flag on the cover. 
Did you receive  your 1996 Medicare  Handbook? 
Yes  392  73% 
No  146  27% 
----------------------------- ----------------------------- ---------------------------- ------------------------ --
2.  Have you used your new  1996 Medicare  Handbook  yet? 
Yes  146  37% 
No  246  63% 
3.	 Thinking about the  1996 Medicare  Handbook  you have receiv@  would you say 
that... 
a.  The wording is easy to understand? 
Yes  369  97% 
No  13 3% 
b.  The lettering is large enough to read? 
Yes  380  98% 
No  7 2% 
A-1
 Question  Responses  Percentage 
4. Does  the  1996 Medicare  Handbook  pruvide enough information  for you to 
understand your Medicare  benefits? 
Yes  354  93% 
No  27 7% 
If No, please  explaiw  11 Responded 
Tests  Which  Are  Not  Covered  I  2 
Coverage  for  Mental  and  Emotional  Disabilities  I  1 
Medigap  Insurance  1 
I 
Limits  to Medicare  Benefits  I  1 
Coverage  for Dental  Care  1 
I 
HMOS  1 
Coverage  for Drugs  I  1 
I 
Emergency  Room  Coverage  1 
I  II 
IIMaximums  for Lifetime  Benefits  1 
Coverage  for Glasses  Following  Cataract  Surgery  1 
5.  Do  you think the  1996 Medicare  Handbook  will be: 
(Check one.) 
Very  Helpful  166  42% 
Generally  Helpful  206  53% 
Generally  Not  Helpful  11  370 
Not  Helpful  at All  7  270 
A-2
 Question  Responses  Percentage 
6.  was  any  part of the new  1996 Medicare  Handbook  confusing to you? 
Yes  30  8% 
No  337  92?40 
If you answered Y- which part was confusing  16 Responded 
Definition  of Home  Care  I  1

Reserve  Days  I  1

How  Much  Doctors  Can  Charge  I  1

Skilled  Nursing  Home  Coverage  I  1

Hospice  Care

Unlimited  Benefit  Period  (Page  7)  1

Difference  between  Part  A and  Part  B  1

Coverage  for Tests  I  1

Coverage  for  Outpatient  Treatment  I  1

Home  Health  I  1

Medigap  Insurance  1

I

Exceptions  to the  General  Rules  1

A-3
 Question  Responses  Percentage 
7. Medicare  Handbooks  are given to beneficiaries  when they enroll in the 
Medicare  progranq and were  mailed to all beneficiaries  in 1990. 
The  1996 Medicare  Handbook  is less detailed  than previous editions  of the 
handbook.  Therefore,  it has half the number of pages than previous editions. 
Please  compare  the  1996 Medieare  Handbook  to the longer, more  detailed 
Medicare  Handbook  we issued in the past.  Tell us which one you like best. 
(please  check ONLY  ONE.) 
I prefer  the  shorter  edition, 
even  though  it has fewer  details 
(like  the  1996 Medicare  Handbook).  178  469Z0 
I prefer  the  longer  edition  with 
more  details  (like  previous 
Medicare  Handbooks).  42  11% 
I dont  remember  the  previous 
editions,  so I cannot  compare 
them  to the  1996 Medica;e  Handbook.  168  43% 
----------------------------------------------------------------------------------------------------------------
8.  How  many  times  a year  do you generally  use your  Medicare  Handbook? 
(Check  ~.) 
1 to 3 times  188  49% 
More  than  3 times  46  12% 
I have  not  ever  used 
the  Medicare  Handbook.  84  22% 
I do not  recall  receiving 
a Medicare  Handbook  before 
new  one  was sent  to me.  63  17% 
A-4
 Question  Responses  Percentage 
9. A new Medicare  Handbook  is printed every year, even if there  are few changes 
to the Medicare  program.  How often would you like to receive  a new copy of 
the handbook? 
(please  check ONLY  ONE.) 
Every  year,  regardless  of how 
minor  the  changes  are  in the 
Medicare  program.  180  48% 
Every  3 years.  24  6% 
Only when  there  are  major 
changes  in the 
Medicare  program.  168  45% 
Other:  3  19?0 
Every  5 Years  1 
Every  4 Years,  Plus When  Major  Changes  1 
Often  Enough  to Keep  Abreast  of Changes  1 
A-5
 10.  Do  you have suggestions for improving the handbook to make it more useful to 
beaiciarieslike-jcmrself?  -
Send only the  changes  in a page  or two  3 
I 
Make  the  wording  simpler--more  elementary  3 
I 
Eliminate  hard  glossy cover--too  expensive  3 
I 
Keep  instructions  on a topic  together--do  not  split  2

it up  (e.g., managed  care  starts  on page  4, and  is

continued  on pages  19 and  20.)

Give more  details  as to what  is covered  and what  is  2 
not  covered 
Just  say what  ~  covered,  and  omit  what  is @  1 
covered 
Show an  example  of an EOMB  with  explanation  of  1 
what  the  figures  mean 
Make  it smaller  1 
Cut  all the  ifs, ands,  and  buts  1 
Make  the  handbook  a 3-ring binder.  Then  send  1 
only pages  that  changed 
Send  to persons  when  they  are  age  64 so they will  1 
know  they  can  apply  early 
Avoid  using shaded  boxes  1 
A-6
 APPENDIX  B 
HCFA  COMMENTS 
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Washington  c),c,  292871 
OEC24  JW

T() :	 June Gibbs Brown 
Inspector General 
SUBJECT:  Drafl  Repofl on the 1996 Medicure M-wibook 
Thank you for sharing the recent working  drafl  report concerning the /996  Mwkarw  Hcmibwk 
We requested thk survey to gauge customer satisfaction with our new Hmibook  design.  The 
findings cmthe content, h-mat  and distribution  of this publication were  helpful.  It was gratifying 
to learn thatthevast majority of our beneficiaries were satisfied with the infommtion  and i~s 
presentation and that most beneficiaries use the I-iundbuok regularly, 
We were interested in the finding th~t 28 percent of those surveyed stated that they had not 
received the /996  Handbook.  This is surprising considering the attention generated by last years 
mailing.  We believe fbrther evaluation of that segment of the beneficiary population will be 
helptid in our efforts to continuously improve the quality of bot h content and distribution of our 
informationalmaterials.  We plan to carefilly  examine our distribution strategies in order to define 
the group reportingnmreceipt and to enhance the effectiveness of the distribution.  We hope 
members of your staff that are familiar with these issueswill be able to work with us on this 
initiative,  n 
,* ,lmcr#  ~ 
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$  L  DEPARTMENT  OF HEALTH&  HUMAN  SERVICES  Office  of Inspector  General 
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-d,a  Memorandum 
Date  ~  5 ~ 
~ro~	 June Gibbs  Brown 
(@ 
Inspector  Gener  86 
OIG Final  Repor  :  Beneficiary Satisfaction  with  1996 Medicare 
%@C~Handb~ok,,,  OEI-O  P  -96-00280 
Bruce  C. Vladeck

To  Administrator

Health  Care  Financing  Administration

Attached  is our final inspection  report on beneficiary  satisfaction

with  the 1996 Medicare  Handbook.  More than 500 randomly  selected

beneficiaries  nationwide  responded  to our survey about  their

satisfaction  with  the content  and format of the new handbook.

Most  Medicare  beneficiaries  who received  the new handbook  thought  it

provided  them with enough  information  to understand  Medicare

benefits.  Actually,  most preferred  the condensed  1996 version  to

the more  detailed  earlier  versions  of the handbook.  However,  27

percent  said  they had not received  the 1996 handbook.  Beneficiary

opinions  were mixed  on how often they would  like to receive  the

handbook.  The Health  Care Financing  Administration  (HCFA) plans  to

examine  their distribution  strategies  to determine  ways  to improve

dissemination  of handbooks.

We appreciate  your comments  on our draft report.  We are pleased  to

hear  that HCFA  is examining  distribution  strategies  to determine

ways  to improve  dissemination  of the handbook.

If you have  any questions  or comments,  please  call me or George 
Grob,  Deputy  Inspector  General  for Evaluation  and Inspections,  or 
have your  staff  contact  Mary Beth Clarke at  (202) 619-2481. 
Attachment

cc :  Melissa  Skolfield

Assistant	 Secretary  for

Public Affairs

David  Garrison

Principal  Deputy  Assistant

Secretary  for Planning

and Evaluation

Richard  J. Tarplin

Assistant  Secretary

for Legislation-Designate

John  J. Callahan

Assistant  Secretary  for

Management  and Budget

.  f-!  ,**WC*   
 *+4  % 
#  L  DEPARTMENT  OF HEALTH&  HUMAN  SERVICES  offiCe  Of  Inspector  General 
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-4+%,na  Memorandum 
5 ~ 
Date  FEB 
From June  Gibbs  Brown 
&
Inspector  Gener  @& 
OIG  Final  Repor  :  Beneficiary  Satisfaction  with  1996 Medicare

S@@Handbook,,l  OEI-(P)  -96-00280

Bruce  C. Vladeck 
To  Administrator 
Health  Care  Financing  Administration 
Attached  is our final inspection  report on beneficiary  satisfaction

with  the 1996 Medicare  Handbook.  More than 500 randomly  selected

beneficiaries  nationwide  responded  to our survey  about  their

satisfaction  with  the content  and format of the new handbook.

Most Medicare  beneficiaries  who received  the new handbook  thought  it

provided  them with  enough  information  to understand  Medicare

benefits.  Actually,  most preferred  the condensed  1996 version  to

the more  detailed  earlier  versions  of the handbook.  However,  27

percent  said they had not received  the 1996 handbook.  Beneficiary

opinions  were mixed  on how often they would  like to receive  the

handbook.  The Health  Care Financing  Administration  (HCFA) plans  to

examine  their  distribution  strategies  to determine  ways  to improve

dissemination  of handbooks.

We appreciate  your  comments  on our draft report.  We are pleased  to

hear  that HCFA  is examining  distribution  strategies  to determine

ways  to improve  dissemination  of the handbook.

If you have  any questions  or comments,  please  call me or George

Grob,  Deputy  Inspector  General  for Evaluation  and Inspections,  or

have  your  staff  contact  Mary Beth Clarke  at  (202) 619-2481.

Attachment

cc :  Melissa  Skolfield

Assistant	 Secretary  for

Public  Affairs

David  Garrison

. 
Principal  Deputy  Assistant

Secretary  for Planning

and Evaluation

Richard  J. Tarplin

Assistant  Secretary

for Legislation-Designate

John  J. Callahan

AssisCant  Secretary  for

Management  and Budget

.  / 
,+ ,Swlm=  ~ 
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#  DEPARTMENT  OF HEALTH&  HUMAN  SERVICES  OffIceof Inspector  General 
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Memorandum 
D.!e ~  s ~

~[om June  Gibbs  Brown 
d

Inspector  Generv&!?j&

OIG  Final  Repor  :
 Beneficiary  Satisfaction  with  1996 Medicare
S@eCtHandbook,,, OEI-O
-96-00280

Bruce  C. Vladeck 
To  Administrator 
Health  Care Financing  Administration 
Attached  is our final inspection  report on beneficiary  satisfaction

with  the 1996 Medicare  Handbook.  More than 500 randomly  selected

beneficiaries  nationwide  responded  to our survey about  their

satisfaction  with  the content  and format of the new handbook.

Most  Medicare  beneficiaries  who received  the new handbook  thought  it

provided  them with enough  information  to understand  Medicare

benefits.  Actually,  most preferred  the condensed  1996 version  to

the more  detailed  earlier  versions  of the handbook.  However,  27

percent  said they had not received  the 1996 handbook.  Beneficiary

opinions  were mixed  on how often they would  like to receive  the

handbook.  The Health  Care Financing  Administration  (HCFA) plans  to

examine  their  distribution  strategies  to determine  ways  to improve

dissemination  of handbooks.

We appreciate  your  comments  on our draft report.  We are pleased  to

hear  that HCFA  is examining  distribution  strategies  to determine

ways  to improve  dissemination  of the handbook.

If you have  any questions  or comments,  please  call me or George

Grob,  Deputy  Inspector  General  for Evaluation  and Inspections,  or

have your  staff contact  Mary Beth Clarke at  (202) 619-2481.

Attachment

cc:  Melissa  Skolfield

Assistant	 Secretary  for

Public  Affairs

David  Garrison

Principal  Deputy  Assistant

Secretary  for Planning

and Evaluation

Richard  J. Tarplin

Assistant  Secretary

for Legislation-Designate

John  J. Callahan

Assistant  Secretary  for

Management  and Budget

.  / 
,* SSWC8* ~ 
*4+ 4c+   
**  DEPARTMENT  OF HEALTH&  HUMAN  SERVICES  OffIce of Inspector  General 
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~ 
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%~bv,,a Memorandum 
Date  ~  5 ~ 
~~0~	 June Gibbs  Brown  & 
Inspector  Gener  86 
OIG Final  Repor  :  Beneficiary  Satisfaction  with  1996 Medicare 
S@eCtHandbook,,, OEI-O -96-00280 
P 
Bruce  C. Vladeck

To  Administrator

Health  Care  Financing  Administration

Attached  is our final  inspection  report on beneficiary  satisfaction

with  the 1996 Medicare  Handbook.  More than 500 randomly  selected

beneficiaries  nationwide  responded  to our survey  about  their

satisfaction  with  the content  and format of the new handbook.

Most  Medicare  beneficiaries  who received  the new handbook  thought  it

provided  them with enough  information  to understand  Medicare

benefits.  Actually,  most preferred  the condensed  1996 version  to

the more  detailed  earlier  versions  of the handbook.  However,  27

percent  said they had not received  the 1996 handbook.  Beneficiary

opinions  were mixed  on how often  they would  like to receive  the

handbook.  The Health  Care Financing  Administration  (HCFA) plans  to

examine  their  distribution  strategies  to determine  ways  to improve

dissemination  of handbooks.

We appreciate  your  comments  on our draft report.  We are pleased  to

hear  that HCFA  is examining  distribution  strategies  to determine

ways  to improve  dissemination  of the handbook.

If you have  any questions  or comments,  please  call me or George

Grob,  Deputy  Inspector  General  for Evaluation  and Inspections,  or

have  your  staff  contact  Mary Beth Clarke  at  (202) 619-2481.

Attachment

cc :  Melissa  Skolfield

Assistant	 Secretary  for

Public  Affairs

David  Garrison

Principal  Deputy  Assistant

Secretary  for Plaming

and Evaluation

Richard  J. Tarplin

Assistant  Secretary

for Legislation-Designate

John J. Callahan

Assistant  Secretary  for

Management  and Budget

  ,*,Snlet, <~ 
4 & % 
+
g  DEPARTMENT  OF HEALTH  & HUMAN  SERVICES  OffIce of Inspector  General 
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s
8
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%,m  Memorandum 
FEB  5 W? 
Date 
/s/ June G. Brown 
~rom	June Gibbs  Brown 
Inspector  General 
OIG Final  Report :  IBte
 neficiary  Satisfaction  with  1996 Medicare

S@eCtHandbook,,, c)EI-04-96-00280

Bruce  C. Vladeck

To  Administrator

Health  Care  Financing  Administration

Attached  is our final  inspection  report  on beneficiary  satisfaction

with  the 1996 Medicare  Handbook.  More  than 500 randomly  selected

beneficiaries  nationwide  responded  to our survey  about  their

satisfaction  with  the content  and format  of the new handbook.

Most  Medicare  beneficiaries  who received  the new handbook  thought  it

provided  them with enough  information  to understand  Medicare

benefits.  Actually,  most preferred  the condensed  1996 version  to

the more  detailed  earlier  versions  of the handbook.  However,  27

percent  said they had not received  the 1996 handbook.  Beneficiary

opinions  were mixed  on how often  they would  like to receive  the

handbook.  The Health  Care Financing  Administration  (HCFA) plans  to

examine  their  distribution  strategies  to determine  ways  to improve

dissemination  of handbooks.

We appreciate  your  comments  on our draft  report.  We are pleased  to

hear  that HCFA  is examining  distribution  strategies  to determine

ways  to improve  dissemination  of the handbook.

If you have  any questions  or comments,  please  call me or George

Grob,  Deputy  Inspector  General  for Evaluation  and Inspections,  or

have your  staff  contact  Mary Beth Clarke  at  (202) 619-2481.

Attachment

cc :  Melissa  Skolfield 
Assistant	 Secretary  for

Public  Affairs

David  Garrison

Principal  Deputy  Assistant

Secretary  for Planning

and Evaluation

Richard  J. Tarplin

Assistant  Secretary

for Legislation-Designate

John J. Callahan

Assistant  Secretary  for

Management  and Budget