New Jersey Personal Preference Program (PPP) Member Satisfaction Survey for 2024

Satisfaction Survey: Please return by January 31, 2025

* This survey is intended to solicit feedback from MEMBERS ONLY. (Employees, Vendors, Care Managers, family and friends, please do not complete).

Thank you for taking the time to fill out the annual NJ Personal Preference Program (PPP) survey. At Public Partnerships (PPL), we value your feedback and will use your responses to make continued improvements to program operations. Please click OK to proceed.

Contacting Public Partnerships | PPL and My MCO

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* 1. Please estimate how many times you or your workers contact PPL Customer Service in an average month:

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* 2. Please estimate how many times you contact your PPL Financial Consultant in an average month:

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* 3. Please estimate how many times you contact your Managed Care Organization (MCO) in an average month:

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* 4. My MCO is:

Aetna

Horizon

UnitedHealthcare

Wellcare (was Fidelis Care)

Wellpoint (was Amerigroup)

The following questions are related to PPL Customer Service only. There is a separate section regarding your PPL Financial Consultant.

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* 5. Please rate how much you agree or disagree with the following statements:

	Agree	Somewhat Agree	Somewhat Disagree	Disagree
My voicemails for PPL Customer Service are returned in a timely manner.	My voicemails for PPL Customer Service are returned in a timely manner. Agree	My voicemails for PPL Customer Service are returned in a timely manner. Somewhat Agree	My voicemails for PPL Customer Service are returned in a timely manner. Somewhat Disagree	My voicemails for PPL Customer Service are returned in a timely manner. Disagree
If I have a question or concern, PPL Customer Service will work with me to resolve it.	If I have a question or concern, PPL Customer Service will work with me to resolve it. Agree	If I have a question or concern, PPL Customer Service will work with me to resolve it. Somewhat Agree	If I have a question or concern, PPL Customer Service will work with me to resolve it. Somewhat Disagree	If I have a question or concern, PPL Customer Service will work with me to resolve it. Disagree
PPL Customer Service is friendly and professional when I call or email.	PPL Customer Service is friendly and professional when I call or email. Agree	PPL Customer Service is friendly and professional when I call or email. Somewhat Agree	PPL Customer Service is friendly and professional when I call or email. Somewhat Disagree	PPL Customer Service is friendly and professional when I call or email. Disagree
PPL Customer Service provides me with the guidance and support I need to self-direct my care.	PPL Customer Service provides me with the guidance and support I need to self-direct my care. Agree	PPL Customer Service provides me with the guidance and support I need to self-direct my care. Somewhat Agree	PPL Customer Service provides me with the guidance and support I need to self-direct my care. Somewhat Disagree	PPL Customer Service provides me with the guidance and support I need to self-direct my care. Disagree
I receive a consistent answer every time I call PPL Customer Service.	I receive a consistent answer every time I call PPL Customer Service. Agree	I receive a consistent answer every time I call PPL Customer Service. Somewhat Agree	I receive a consistent answer every time I call PPL Customer Service. Somewhat Disagree	I receive a consistent answer every time I call PPL Customer Service. Disagree
I receive the same answer when I call PPL Customer Service or my PPL Financial Consultant.	I receive the same answer when I call PPL Customer Service or my PPL Financial Consultant. Agree	I receive the same answer when I call PPL Customer Service or my PPL Financial Consultant. Somewhat Agree	I receive the same answer when I call PPL Customer Service or my PPL Financial Consultant. Somewhat Disagree	I receive the same answer when I call PPL Customer Service or my PPL Financial Consultant. Disagree

For the Customer Service questions above, please feel free to add comments in the space below.

The following questions are related to your PPL Financial Consultant.

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* 6. Please rate how much you agree or disagree with the following statements:

	Agree	Somewhat Agree	Somewhat Disagree	Disagree
My PPL Financial Consultant provided me with the guidance and support I needed to successfully enroll in the PPP program.	My PPL Financial Consultant provided me with the guidance and support I needed to successfully enroll in the PPP program. Agree	My PPL Financial Consultant provided me with the guidance and support I needed to successfully enroll in the PPP program. Somewhat Agree	My PPL Financial Consultant provided me with the guidance and support I needed to successfully enroll in the PPP program. Somewhat Disagree	My PPL Financial Consultant provided me with the guidance and support I needed to successfully enroll in the PPP program. Disagree
My PPL Financial Consultant gives me time to ask questions and works with me to resolve questions or concerns.	My PPL Financial Consultant gives me time to ask questions and works with me to resolve questions or concerns. Agree	My PPL Financial Consultant gives me time to ask questions and works with me to resolve questions or concerns. Somewhat Agree	My PPL Financial Consultant gives me time to ask questions and works with me to resolve questions or concerns. Somewhat Disagree	My PPL Financial Consultant gives me time to ask questions and works with me to resolve questions or concerns. Disagree
My PPL Financial Consultant supports me in creating, editing, and remaining within my monthly budget.	My PPL Financial Consultant supports me in creating, editing, and remaining within my monthly budget. Agree	My PPL Financial Consultant supports me in creating, editing, and remaining within my monthly budget. Somewhat Agree	My PPL Financial Consultant supports me in creating, editing, and remaining within my monthly budget. Somewhat Disagree	My PPL Financial Consultant supports me in creating, editing, and remaining within my monthly budget. Disagree
My PPL Financial Consultant reviews my back up plan and how to hire back up workers.	My PPL Financial Consultant reviews my back up plan and how to hire back up workers. Agree	My PPL Financial Consultant reviews my back up plan and how to hire back up workers. Somewhat Agree	My PPL Financial Consultant reviews my back up plan and how to hire back up workers. Somewhat Disagree	My PPL Financial Consultant reviews my back up plan and how to hire back up workers. Disagree
I know how to reach my PPL Financial Consultant after visits.	I know how to reach my PPL Financial Consultant after visits. Agree	I know how to reach my PPL Financial Consultant after visits. Somewhat Agree	I know how to reach my PPL Financial Consultant after visits. Somewhat Disagree	I know how to reach my PPL Financial Consultant after visits. Disagree
My PPL Financial Consultant made me feel comfortable about PPP while visiting me.	My PPL Financial Consultant made me feel comfortable about PPP while visiting me. Agree	My PPL Financial Consultant made me feel comfortable about PPP while visiting me. Somewhat Agree	My PPL Financial Consultant made me feel comfortable about PPP while visiting me. Somewhat Disagree	My PPL Financial Consultant made me feel comfortable about PPP while visiting me. Disagree
My PPL Financial Consultant comes to my house on time.	My PPL Financial Consultant comes to my house on time. Agree	My PPL Financial Consultant comes to my house on time. Somewhat Agree	My PPL Financial Consultant comes to my house on time. Somewhat Disagree	My PPL Financial Consultant comes to my house on time. Disagree
My PPL Financial Consultant missed appointments with me.	My PPL Financial Consultant missed appointments with me. Agree	My PPL Financial Consultant missed appointments with me. Somewhat Agree	My PPL Financial Consultant missed appointments with me. Somewhat Disagree	My PPL Financial Consultant missed appointments with me. Disagree
My voicemails and emails for my PPL Financial Consultant are returned in a timely manner. (Within 2 Business Days)	My voicemails and emails for my PPL Financial Consultant are returned in a timely manner. (Within 2 Business Days) Agree	My voicemails and emails for my PPL Financial Consultant are returned in a timely manner. (Within 2 Business Days) Somewhat Agree	My voicemails and emails for my PPL Financial Consultant are returned in a timely manner. (Within 2 Business Days) Somewhat Disagree	My voicemails and emails for my PPL Financial Consultant are returned in a timely manner. (Within 2 Business Days) Disagree
My PPL Financial Consultant is friendly and professional when I call or email.	My PPL Financial Consultant is friendly and professional when I call or email. Agree	My PPL Financial Consultant is friendly and professional when I call or email. Somewhat Agree	My PPL Financial Consultant is friendly and professional when I call or email. Somewhat Disagree	My PPL Financial Consultant is friendly and professional when I call or email. Disagree
My PPL Financial Consultant reminds me that I have to report when I am hospitalized because I know that I cannot use PPP when I am in the hospital.	My PPL Financial Consultant reminds me that I have to report when I am hospitalized because I know that I cannot use PPP when I am in the hospital. Agree	My PPL Financial Consultant reminds me that I have to report when I am hospitalized because I know that I cannot use PPP when I am in the hospital. Somewhat Agree	My PPL Financial Consultant reminds me that I have to report when I am hospitalized because I know that I cannot use PPP when I am in the hospital. Somewhat Disagree	My PPL Financial Consultant reminds me that I have to report when I am hospitalized because I know that I cannot use PPP when I am in the hospital. Disagree

For the Financial Consultant questions above, please feel free to add comments in the space below.

How can we improve our visits with you? How can we improve communication?

Enrollment

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* 7. What month and year did you start the PPP program? (preferred format: /20)

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* 8. Please rate how much you agree or disagree with the following statements:

	Agree	Somewhat Agree	Somewhat Disagree	Disagree
PPL enrollment materials, paperwork, and instructions are easy to read and complete.	PPL enrollment materials, paperwork, and instructions are easy to read and complete. Agree	PPL enrollment materials, paperwork, and instructions are easy to read and complete. Somewhat Agree	PPL enrollment materials, paperwork, and instructions are easy to read and complete. Somewhat Disagree	PPL enrollment materials, paperwork, and instructions are easy to read and complete. Disagree
My PPL Financial Consultant explained the enrollment process effectively.	My PPL Financial Consultant explained the enrollment process effectively. Agree	My PPL Financial Consultant explained the enrollment process effectively. Somewhat Agree	My PPL Financial Consultant explained the enrollment process effectively. Somewhat Disagree	My PPL Financial Consultant explained the enrollment process effectively. Disagree
I understood what needed to be completed before I could begin receiving service through the PPP program	I understood what needed to be completed before I could begin receiving service through the PPP program Agree	I understood what needed to be completed before I could begin receiving service through the PPP program Somewhat Agree	I understood what needed to be completed before I could begin receiving service through the PPP program Somewhat Disagree	I understood what needed to be completed before I could begin receiving service through the PPP program Disagree
Enrolling a new worker with PPL is quick and seamless.	Enrolling a new worker with PPL is quick and seamless. Agree	Enrolling a new worker with PPL is quick and seamless. Somewhat Agree	Enrolling a new worker with PPL is quick and seamless. Somewhat Disagree	Enrolling a new worker with PPL is quick and seamless. Disagree
I was notified of my program start date in a timely manner	I was notified of my program start date in a timely manner Agree	I was notified of my program start date in a timely manner Somewhat Agree	I was notified of my program start date in a timely manner Somewhat Disagree	I was notified of my program start date in a timely manner Disagree

For the Enrollment questions above, please feel free to add comments in the space below.

Timesheet and Invoice Submission

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* 9. My worker(s) submit timesheets via (select all that apply):

Time4Care (Mobile Phone Application)

Paper (Faxed)

BetterOnline (PPL Web Portal)

Paper (Mailed)

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* 10. Please rate how much you agree or disagree with the following statements:

	Agree	Somewhat Agree	Somewhat Disagree	Disagree
PPL processes timesheets in a timely manner.	PPL processes timesheets in a timely manner. Agree	PPL processes timesheets in a timely manner. Somewhat Agree	PPL processes timesheets in a timely manner. Somewhat Disagree	PPL processes timesheets in a timely manner. Disagree
I am contacted by PPL when there is an issue with one of my worker’s timesheets.	I am contacted by PPL when there is an issue with one of my worker’s timesheets. Agree	I am contacted by PPL when there is an issue with one of my worker’s timesheets. Somewhat Agree	I am contacted by PPL when there is an issue with one of my worker’s timesheets. Somewhat Disagree	I am contacted by PPL when there is an issue with one of my worker’s timesheets. Disagree
When there is an issue with a submitted timesheet, PPL tells me and I understand how to fix it.	When there is an issue with a submitted timesheet, PPL tells me and I understand how to fix it. Agree	When there is an issue with a submitted timesheet, PPL tells me and I understand how to fix it. Somewhat Agree	When there is an issue with a submitted timesheet, PPL tells me and I understand how to fix it. Somewhat Disagree	When there is an issue with a submitted timesheet, PPL tells me and I understand how to fix it. Disagree
PPL pays my workers accurately and on time.	PPL pays my workers accurately and on time. Agree	PPL pays my workers accurately and on time. Somewhat Agree	PPL pays my workers accurately and on time. Somewhat Disagree	PPL pays my workers accurately and on time. Disagree

For the Timesheet questions above, please feel free to add comments in the space below.

Electronic Visit Verification (EVV)

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* 11. Please rate how comfortable you are with the following statement:

	Completely Comfortable	Somewhat Comfortable	Somewhat Uncomfortable	Completely Uncomfortable
Are you and your caregiver(s) comfortable with using EVV?	Are you and your caregiver(s) comfortable with using EVV? Completely Comfortable	Are you and your caregiver(s) comfortable with using EVV? Somewhat Comfortable	Are you and your caregiver(s) comfortable with using EVV? Somewhat Uncomfortable	Are you and your caregiver(s) comfortable with using EVV? Completely Uncomfortable

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* 12. Please rate assistance received for the following statement:

	I receive Constant Assistance	I receive Some Assistance	I Do Not receive Any Assistance
Do you receive the assistance you need from your PPL Financial Consultant if you have questions regarding EVV?	Do you receive the assistance you need from your PPL Financial Consultant if you have questions regarding EVV? I receive Constant Assistance	Do you receive the assistance you need from your PPL Financial Consultant if you have questions regarding EVV? I receive Some Assistance	Do you receive the assistance you need from your PPL Financial Consultant if you have questions regarding EVV? I Do Not receive Any Assistance

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* 13. What could be done to improve the Personal Preference Program?

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* 14. If made available, I would be willing to receive text message notifications about timesheets, paperwork or other program related items.

Yes

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* 15. PPL can contact me about the information contained in this survey. My contact information is:

(If “No” please leave blank)

Name

Email Address

Phone Number

New Jersey Personal Preference Program (PPP) Member Satisfaction Survey for 2024

Satisfaction Survey: Please return by January 31, 2025

Question Title

* 1. Please estimate how many times you or your workers contact PPL Customer Service in an average month:

Question Title

* 2. Please estimate how many times you contact your PPL Financial Consultant in an average month:

Question Title

* 3. Please estimate how many times you contact your Managed Care Organization (MCO) in an average month:

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* 4. My MCO is:

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* 5. Please rate how much you agree or disagree with the following statements:

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* 6. Please rate how much you agree or disagree with the following statements:

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* 7. What month and year did you start the PPP program? (preferred format: __/20__)

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* 8. Please rate how much you agree or disagree with the following statements:

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* 9. My worker(s) submit timesheets via (select all that apply):

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* 10. Please rate how much you agree or disagree with the following statements:

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* 11. Please rate how comfortable you are with the following statement:

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* 12. Please rate assistance received for the following statement:

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* 13. What could be done to improve the Personal Preference Program?

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* 14. If made available, I would be willing to receive text message notifications about timesheets, paperwork or other program related items.

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* 15. PPL can contact me about the information contained in this survey. My contact information is:(If “No” please leave blank)

* 7. What month and year did you start the PPP program? (preferred format: /20)

* 15. PPL can contact me about the information contained in this survey. My contact information is:

(If “No” please leave blank)