DELIVERY ORDER AND TASK ORDER ADDENDUM TO THE SUBCONTRACT
NATIONAL RESEARCH CORPORATION
This Addendum to the Subcontract Between United HealthCare (UHC) and National Research Corporation is
effective 11/14/97, and is as follows:
1. The attached document is hereby incorporated into the Agreement:
a. Delivery Order No. 0011 - Order for Supplied or Services issued by the Department of Defense to UHC on
b. Task Order No. 0011 issued by United HealthCare
D/SIDDOMS Lot III
Contact Number DASW01-95-D-0029
Delivery Order Number 0011
Customer Satisfaction Survey
United HealthCare's technical approach will meet the requirements and objectives of the Customer Satisfaction
Survey project as defined by the Department of Defense (DoD). We will conduct an Outpatient Satisfaction
Survey on pre-selected bedded MTFs and freestanding clinics in Europe and the United States, including Alaska
and Hawaii. The list of participating facilities and clinics will be provided to United HealthCare by Health Affairs.
The scope of work amounts to approximately * MTFs and * clinics in the United States and Europe combined.
The specifics of our approach to the outpatient satisfaction surveys are outlined below.
- We will design and mail a survey to a sample of patients seen in the previous month and investigate satisfaction
with specific patient visits. Respondents will reply directly to United HealthCare. We will process the reply forms
and prepare one- page reports for each medical treatment facility and aggregate the reports for higher
headquarters levels: Service Intermediate Commands, Regional Lead Agents, Surgeon General sand Health
Affairs. Fundamental unit of analysis is the individual clinic, which delivered the care.
- The sample will be restricted to those beneficiaries who actually used the direct care system, specifically those
who received care at MTFs within the last 30 days. The survey will focus on satisfaction with