HIPAA/Privacy I 1. Apr-08 May-08 Jun-08 Jul-08 Aug-08 Aug-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Total Compliment

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Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Total Quality of Service -

Magellan Staff IIIII II I II I I I II II 17

Quality of Service

-Provider III IIII I IIII III II III III I II II III 31

Other

I II I I I I I 8

Provider practice outside

scope of EAP I I I I II I 7

Dissatisfied with EAP

actions I I II I I 6 Billing/Collection Issue 0 Access to Service 0 HIPAA/Privacy I 1 Total 4 5 8 10 6 8 7 5 2 4 5 6 70 2009 Total 9

Apr-08 May-08 Jun-08 Jul-08 Aug-08 Sep-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 YEAR

Avg TAT in days 1.5 9.2 1.8 2.9 3.2 2.9 1.7 *7.2 1.5 5.5 3.2 4.0 3.7

2009 YTD 4.2

Apr-08 May-08 Jun-08 Jul-08 Aug-08 Aug-08 Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Total

Compliment 2 2 1 1 31 16 2 2 57

2009 Total 20

*Note that one Nov-08 was pending which was resolved in December 2008. *The Nov-08 TAT total was adjusted to reflect this resolution

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Log # District Date Recv Complainant About Who Reason # 1 Date Resolved TAT (in days)

568 Oklahoma 3/31/2009 Client Magellan Staff Quality of Service 4/2/2009 2

567 Suncoast 3/24/2009 Client Provider Quality of Service 3/25/2009 1

566 San Francisco 3/17/2009 Magellan Staff Provider Provider practice outsid 3/23/2009 6

565 Lakeland 3/18/2009 Client Provider Quality of Service 3/19/2009 1

564 Houston 3/13/2009 Client Magellan Staff Quality of Service 3/26/2009 13

563 Arizona 3/10/2009 Client Provider Quality of Service 3/11/2009 1

562 Dakotas 2/23/2009 Client Magellan Staff Quality of Service 2/23/2009 0

561 Seattle 2/20/2009 Client Other Dissatisfied with EAP a 2/23/2009 3

560 Fort Worth 2/9/2009 Client Provider Quality of Service 2/16/2009 7

559 Kentukiana 2/9/2009 Client Magellan Staff Quality of Service 2/9/2009 0

558 Houston 2/4/2009 Client Provider Quality of Service 2/10/2009 6

557 Tennessee 1/27/2009 Client Magellan Staff Dissatisfied with EAP a 1/29/2009 2 556 Fort Worth 1/22/2009 Magellan Staff Provider Quality of Service 1/24/2009 2

555 Houston 1/20/2009 Magellan Staff Provider Quality of Service 1/29/2009 9

554 Bay Valley 1/6/2009 Union Representative Magellan Staff Quality of Service 1/15/2009 9

553 Connecticut 12/9/2008 Client Provider Other 12/9/2008 0

552 Connecticut 12/1/2008 Client Provider Quality of Service 12/4/2008 3

551 Suncoast 11/25/2008 Client Provider Quality of Service 12/2/2008 7

550 Connecticut 11/24/2008 Client Provider Quality of Service 12/17/2008 23

549 Rio Grande 11/19/2008 Client Magellan Staff Quality of Service 11/20/2008 1

548 Northern Ohio 11/6/2008 Client Provider Quality of Service 11/10/2008 4

547 Kentukiana 11/3/2008 Other Provider Other 11/4/2008 1

546 Little Rock 10/30/2008 Magellan Staff Provider Quality of Service 10/31/2008 1 545 Albany 10/29/2008 Magellan Staff Provider Provider practice outsid 10/31/2008 2

544 New York City 10/24/2008 Magellan Staff Provider Other 10/27/2008 3

543 Greater Michigan 10/21/2008 Magellan Staff Provider Provider practice outsid 10/24/2008 3

542 Big Sky 10/8/2008 Client Provider Quality of Service 10/9/2008 1

541 Bay Valley 10/2/2008 Affiliate Magellan Staff Quality of Service 10/2/2008 0 540 Northern Ohio 10/1/2008 Magellan Staff Provider Quality of Service 10/3/2008 2

539 Long Island 9/27/2008 Client Provider Quality of Service 10/1/2008 4

538 Northern Ohio 9/26/2008 Union Representative Magellan Staff Quality of Service 10/1/2008 5

537 Atlanta 9/24/2008 Client Provider Other 9/25/2008 1

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535 Greater Michigan 9/17/2008 Magellan Staff Provider Provider practice outsid 9/22/2008 5 534 Central Florida 9/17/2008 Client Magellan Staff Dissatisfied with EAP a 9/17/2008 0

533 Portland 9/11/2008 Client Magellan Staff Quality of Service 9/11/2008 0

532 Rio Grande 9/3/2008 Client Provider Quality of Service 9/5/2008 2

531 Long Island 8/29/2008 Client Provider Quality of Service 9/4/2008 6

530 Dallas 8/29/2008 Magellan Staff Provider Other 9/2/2008 4

529 Mid Carolinas 8/28/2008 Other Provider Other 8/29/2008 1

528

Colorado-Wyoming 8/27/2008 Client Provider Quality of Service 8/29/2008 2

527 South Florida 8/21/2008 Client Provider Quality of Service 8/25/2008 4

526

New

Hamshire-Vermont 8/5/2008 Client Magellan Staff Quality of Service 8/7/2008 2

525 Central Florida 7/31/2008 Magellan Staff Provider Quality of Service 8/5/2008 5

524 Long Island 7/25/2008 Other Other Other 7/29/2008 4

523 Rio Grande 7/24/2008 Magellan Staff Provider Provider practice outsid 7/25/2008 1 522

Greater South

Carolina District 7/21/2008 Client Provider Quality of Service 7/22/2008 1

521 Portland 7/16/2008 Affiliate Magellan Staff Dissatisfied with EAP a 7/18/2008 2

520 Mid Carolinas 7/11/2008 Client Provider Other 7/14/2008 3

519 Big Valley 7/9/2008 Magellan Staff Provider Quality of Service 7/10/2008 1

518 Little Rock 7/8/2008 Client Provider Quality of Service 7/11/2008 3

517 Lakeland 7/2/2008 Field Staff Provider Quality of Service 7/11/2008 9

516 Greensboro 7/2/2008 Union Representative Provider Quality of Service 7/2/2008 0 515 Connecticut 6/26/2008 Magellan Staff Provider Quality of Service 6/27/2008 1 514 Salt Lake City 6/25/2008 Magellan Staff Provider Provider practice outsid 7/2/2008 7 513

Southeast

Michigan 6/24/2008 Client Magellan Staff Quality of Service 6/26/2008 2

512 Nevada-Sierra 6/20/2008 Client Magellan Staff Quality of Service 6/23/2008 3 511 Greater Indiana 6/17/2008 Client Magellan Staff Quality of Service 6/17/2008 0

510 Greater Indiana 6/12/2008 Client Magellan Staff Other 6/12/2008 0

509 Tennessee 5/16/2008 Magellan Staff Provider Provider practice outsid 6/20/2008 35

508 San Diego 6/11/2008 Client Magellan Staff Quality of Service 6/12/2008 1

507 Greater Indiana 6/5/2008 Field Staff Magellan Staff Quality of Service 6/5/2008 0

506 Houston 5/27/2008 Employer Provider Quality of Service 5/29/2008 2

505 Tennessee 5/14/2008 Client Provider Quality of Service 5/20/2008 6

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503

Central Plains

District 5/5/2008 Magellan Staff Provider Quality of Service 5/6/2008 1

502 Chicago 4/29/2008 Client EAP

Dissatisfied with EAP

actions 5/1/2008 2

501 Atlanta 4/20/2008 Client Provider Quality of Service 4/24/2008 4

500 Houston 4/11/2008 Client Provider Quality of Service 4/11/2008 0

499

Colorado-Wyoming 4/10/2008 Family Member Provider Quality of Service 4/10/2008 0

498

Colorado-Wyoming 3/26/2008 Client Provider Quality of Service 3/26/2008 0

497 North Florida 3/25/2008 Client Magellan Staff Quality of Service 3/25/2008 0 496

New

Hamshire-Vermont 3/21/2008 Client Provider Access to Services 3/26/2008 5

495 Honolulu 3/19/2008 Employer Provider Quality of Service 3/20/2008 1

494 Mid-Carolinas 3/6/2008 Client Provider Quality of Service 3/7/2008 1

493 Richmond 3/4/2008 Client EAP Quality of Service 3/5/2008 1

492 Portland 2/28/2008 Magellan Staff Provider r practice outside scope 2/29/2008 1

491 Houston 2/21/2008 Affiliate Magellan Staff Quality of Service 2/21/2008 2

490 Central Pennsylvania 2/21/2008 Magellan Staff Provider Provider practice outsid 2/22/2008 1 489 Greensboro 2/11/2008 Family Member Magellan Staff Quality of Service 2/20/2008 9

488 Central Pennsylvania 1/28/2008 Client Provider Access to Services 2/7/2008 10

487 Baltimore 1/30/2008 Magellan Staff Provider Provider practice outsid 1/30/2008 0

486 Dallas 1/23/2008 Client Provider Billing/Collection Issue 2/15/2008 23

485 Sierra Coastal 1/22/2008 Magellan Staff Provider Quality of Service 1/22/2008 0 484 Greater Michigan 1/18/2008 Magellan Staff Provider Provider practice outsid 1/23/2008 5

483 Northern Ohio 1/15/2008 Client Provider Access to Services 1/15/2008 0

482 Kentukiana 1/11/2008 Magellan Staff Provider Quality of Service 1/24/2008 13 481 Northern Illinois 1/11/2008 Magellan Staff Provider Provider practice outsid 1/23/2008 12

480 Baltimore 12/20/2007 Client Provider Billing/Collection Issue 1/2/2008 13

479 Triboro 11/27/2007 Employer Magellan Staff Quality of Service 11/27/2007 0

478 Sierra Coastal 11/19/2007 Client Magellan Staff Quality of Service 11/23/2007 4

477 Mid Carolinas 11/29/2007 Affiliate Provider other 11/29/2007 0

476 Boston 11/19/2007 Family Member Magellan Staff Quality of Service 11/19/2007 0

475 Honolulu 11/15/2007 Magellan Staff Provider

Provider practice outside

scope of EAP 11/23/2007 8

474 Arizona 11/26/2007 Client Provider Quality of Service 12/7/2007 11

473 Greater Indiana 11/2/2007 Magellan Staff Provider other 12/8/2007 36

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471 Mid Carolinas 11/1/2007 Magellan Staff Magellan Staff Quality of Service 11/2/2007 1 470 Kentukiana 10/23/2007 Family Member Provider Quality of Service 11/7/2007 15 469 Cincinnati 10/24/2007 Client Magellan Staff Quality of Service 10/26/2007 2 468 Nevada-Sierra 10/11/2007 Magellan Staff Provider

Provider practice outside

scope of EAP 10/19/2007 8

467 San Diego 10/5/2007 Client Magellan Staff Quality of Service 10/5/2007 0

466 Greater Michigan 10/2/2007 Client Magellan Staff Quality of Service 10/4/2007 2

465 Cincinnati 9/21/2007 Employer EAP Quality of Service 9/21/2007 0

464 Caribbean 9/13/2007 Client Provider Quality of Service 9/17/2007 4

463 Central Plains 9/6/2007 Client EAP

Dissatisfied with EAP

actions 9/6/2007 0

462 Capitol 9/4/2007 Client Provider Quality of Service 9/12/2007 8

461 Pittsburg 8/16/2007 Magellan Staff Provider

Provider practice outside

scope of EAP 8/16/2007 0

460 Kentukiana 8/15/2007 Client Provider other 8/27/2007 12

459 Kentukiana 8/14/2007 Employer Provider other 8/27/2007 13

458 Mid America 8/9/2007 Client Provider other 8/13/2007 4

457 New York City 8/6/2007 Client Provider Quality of Service 8/13/2007 7

456 Greater Michigan 7/31/2007 Provider Provider Quality of Service 8/1/2007 1

455 Seattle 7/30/2007 Employer Magellan Staff Quality of Service 8/8/2007 9

454 Kentukiana 7/20/2007 Magellan Staff Provider Quality of Service 7/23/2007 3 453 New Hampshire 7/17/2007 Magellan Staff Magellan Staff Quality of Service 7/17/2007 0

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Access to Service

Magellan Behavioral Health telephone access/responsiveness Other access to service issues

Provider telephone access/responsiveness

Provider access/responsiveness for initial appointment

Provider access/responsiveness for subsequent appointments Geographic location

Other: Requested facility/provider is not in the network Other: Lack of provider(s) in the area

Quality of Service/Magellan Health Services

Magellan Behavioral Health staff attitude/unprofessional behavior Other: Lack of response

Responsiveness to inquiries

Request to transfer provider: Generally did not like provider Request to transfer provider: Geographic location

Request to transfer provider: Responsiveness of provider Request to transfer provider: Appointment access Request for change of services

Quality of Service/Provider

General Physical Appearance of Service Location Office environment

Provider attitude/unprofessional behavior Complaint related to a cultural issue Complaint related to a linguistic issue Unsatisfactory treatment experience Provider judgment/competence Request change in provider

Adequacy of Waiting and treatment room space Adequacy of Treatment Record Keeping Claims/Provider Billing Issues

Provider balance bill patient Other: Billing Errors

Checks mailed to wrong location Inaccurate/Inadequate Info

Inaccurate/Inadequate Information - MHS staff

Inaccurate/Inadequate Information - MHS Data Quality Inaccurate/Inadequate Information - Provider/Provider staff

Other:

Other: Customer Trainings

Other:Internal Magellan Life Management Services Other: Malpractice alleged

Other: CISM

Other: Accessibility of staff

Other: External vendors of work/life, legal, financial, etc.

Provider acting outside the scope of EAP HIPAA/Privacy

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District Date Recv Complimentor About Who Compliment

Big Sky 12/12/2008 Acting HR Manager Magellan Staff Quality of Service - Magellan Staff Big Sky 12/12/2008 Manager Magellan Staff Quality of Service - Magellan Staff

Seattle 12/31/2008 Postmaster N/A Other - Quality of Documents

Sacramento 12/17/2008 Training Manager Magellan Staff Quality of Service - Magellan Staff Sacramento 12/17/2008 Office Operations Manager Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Client Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Client Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Union Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Nevada-Sierra 12/2/2008 Training Manager Magellan Staff Quality of Service - Magellan Staff Nevada-Sierra 12/2/2008 FMLA Coordinator Magellan Staff Quality of Service - Magellan Staff Nevada-Sierra 12/2/2008 Director Magellan Staff Quality of Service - Magellan Staff Nevada-Sierra 12/2/2008 OIC Magellan Staff Quality of Service - Magellan Staff Pittsburgh 12/22/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Pittsburgh 12/22/2008 HR Manager Magellan Staff Quality of Service - Magellan Staff Pittsburgh 12/22/2008 OHNA Magellan Staff Quality of Service - Magellan Staff Pittsburgh 12/22/2008 WEA Magellan Staff Quality of Service - Magellan Staff Pittsburgh 12/22/2008 Client Magellan Staff Quality of Service - Magellan Staff

Seattle 12/31/2008 Postmaster N/A Other - Quality of Documents

Seattle 12/31/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Nevada-Sierra 12/2/2008 Supervisor Magellan Staff Quality of Service - Magellan Staff

Nevada-Sierra 12/2/2008 Inspector N/A General Program

Nevada-Sierra 12/2/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Client Magellan Staff Quality of Service - Magellan Staff Portland 12/19/2008 WEA Magellan Staff Quality of Service - Magellan Staff Portland 12/22/2008 Client Magellan Staff Quality of Service - Magellan Staff Northern Ohio N/A Inspector Magellan Staff Quality of Service - Magellan Staff Northern Ohio N/A Clerical Staff Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Postmaster Magellan Staff Quality of Service - Magellan Staff Seattle 12/31/2008 Unknown Magellan Staff Quality of Service - Magellan Staff Bay Valley 1/7/2009 Client Magellan Staff Quality of Service - Magellan Staff Northern Ohio 1/8/2009 Postmaster Magellan Staff Quality of Service - Magellan Staff Seattle 1/2/2009 Station Manager Magellan Staff Quality of Service - Magellan Staff Seattle 1/2/2009 Plant Manager Magellan Staff Quality of Service - Magellan Staff

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Seattle 1/2/2009 Facility Manager Magellan Staff Quality of Service - Magellan Staff Seattle 1/2/2009 Shop Steward Magellan Staff Quality of Service - Magellan Staff Seattle 1/2/2009 NALC Union Steward Magellan Staff Quality of Service - Magellan Staff Seattle 2/5/2009 Postmaster Magellan Staff Quality of Service - Magellan Staff Colorado/Wyoming 2/10/2009 Magellan Staff Magellan Staff Quality of Service - Magellan Staff Big Sky 3/18/2009 Postal Supervisor Magellan Staff Quality of Service - Magellan Staff Arizona 3/24/2009 Safety Specialist Magellan Staff Quality of Service - Magellan Staff

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Quality of Service - Magellan Staff Training

Support provided to a Postal employee Quality of Service - Provider

Other

Service Center Response General Program

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