Agency Trust
From September 26 to October 1, 2024, DHM Research conducted a survey of Oregonians to assess their opinions about a variety of current issues. The graphs below represent their responses to the following question:
What level of trust do you have in Oregon Health Authority (OHA) & Oregon Health Plan (OHP) to improve health and well-being in Oregon?
| Score | Don't Know | None | Low | Medium | High | Very High |
|---|
| Oregon Health Authority | 11% | 6% | 16% | 38% | 22% | 7% |
|---|
| Oregon Health Plan | 6% | 4% | 17% | 35% | 24% | 15% |
|---|
**Oregon DHM Panel: September 26-October 1, 2024: DHM Research Project #00836
Transparency
The Agency receives several public records requests which are required to be completed within 15 business days. The graph below shows the number of total public records requests received and the percentage completed within 15 business days.
| Metric | Jan 24 | Feb 24 | Mar 24 | Apr 24 | May 24 | Jun 24 | Jul 24 | Aug 24 | Sep 24 |
|---|
| Number of Public Records Requests | 153 | 111 | 109 | 114 | 104 | 102 | 111 | 98 | 104 |
|---|
Actual Percentage Completed
Within 15 Business Days | 95% | 95% | 93% | 94% | 95% | 92% | 94% | 92% | 95% |
|---|
The target percentage completed within 15 business days is 98%.
Accountability
OHA continuously tracks the responsiveness of the various call centers serving the community including providers, CCOs, Medicaid members, and others. Call centers represent one of the ways in which the agency is responsive to individuals engaging with the agency. The below graph represents the number of calls and average wait times.
| Metric | Jan 24 | Feb 24 | Mar 24 | Apr 24 | May 24 | Jun 24 | Jul 24 | Aug 24 | Sep 24 | Oct 24 | Nov 24* |
|---|
| Total Calls Unanswered | 8,281 | 7,201 | 7,476 | 3,240 | 4,668 | 3,883 | 7,068 | 7,324 | 9,078 | 9,182 | 6,268 |
|---|
| Total Calls Answered | 15,325 | 15,596 | 14,159 | 18,209 | 14,435 | 12,655 | 13,902 | 12,918 | 11,255 | 12,876 | 6,109 |
|---|
Average Wait Time
(minutes) | 12:40 | 11:50 | 11:37 | 04:17 | 07:20 | 07:41 | 10:57 | 12:41 | 15:21 | 14:25 | 17:22 |
|---|
*November 2024 includes data as of 11/15/2024.
The target average maximum wait time is five minutes.
As part of normal call center operations, not every call will be answered. This may be for a number of reasons including long wait times, the number of agents working, the individual called the wrong call center, they found an answer, or do not wish to be on hold for any period of time.
Belonging
During Q4 of 2023, Gallup conducted a survey of OHA staff to assess their opinions about employee engagement. The graphs below represent their responses to the following Belonging-related questions:
Average Belonging Score: 3.66
| Belonging-Related Gallup Survey Question | 1
(Strongly Disagree) | 2 | 3 | 4 | 5
(Strongly Agree)
|
|---|
| At work, I have the opportunity to do what I do best every day. | 5 | 11 | 21 | 35 | 28 |
|---|
In the last seven days, I have received
recognition or praise for doing good work. | 16 | 12 | 16 | 24 | 33 |
|---|
My supervisor, or someone at work,
seems to care about me as a person. | 5
| 5 | 10 | 25 | 55 |
|---|
| There is someone at work who encourages my development. | 7 | 10 | 15 | 28 | 40 |
|---|
| At work, my opinions seem to count. | 9 | 10 | 20 | 30 | 30 |
|---|
| I have a best friend at work. | 24 | 17 | 24 | 17 | 18 |
|---|
| This last year, I have had opportunities at work to learn and grow. | 8 | 7 | 15 | 28 | 42 |
|---|
| At work, I am treated with respect. | 4 | 7 | 17 | 35 | 37 |
|---|
| My agency cares about my overall wellbeing. | 12 | 13 | 23 | 30 | 22 |
|---|
|
Average Score Amongst All Belonging-Related Questions |
10 |
10 |
18 |
28 |
34 |
|---|
We are targeting 5% overall improvement annually.