ArticlePatient Dissatisfaction as a Determinant of Voluntary Disenrollment in a Managed Care OrganizationRoblin, Douglas W. PhD; Roberts, Melissa H. MSAuthor Information The Center for Health Research/Southeast, Kaiser Permanente, Atlanta, Georgia. Ms Roberts is currently with the Lovelace Respiratory Research Institute, Albuquerque, New Mexico. Corresponding Author: Douglas W. Roblin, PhD, The Center for Health Research/Southeast, Kaiser Permanente, 3495 Piedmont Rd NE, Bldg 9, Atlanta, GA 30305 ([email protected]). Funds for this project were provided by the Garfield Memorial Fund of Kaiser Permanente. Journal of Ambulatory Care Management: April-June 2010 - Volume 33 - Issue 2 - p 163-172 doi: 10.1097/JAC.0b013e3181d916b2 Buy Metrics Abstract An unsatisfactory patient experience during care may lead to a higher probability of disenrollment from a managed care organization (MCO). Compared with previous studies of general dissatisfaction, we examined the effects of specific outpatient visit dissatisfaction on subsequent voluntary disenrollment of 18 809 MCO subscriber units that had at least 1 completed postvisit satisfaction survey in 2000, 2001, or 2002. Subscriber units that reported dissatisfaction with care access, practitioner interaction, or overall visit experience had significantly increased likelihood of voluntary disenrollment from this MCO compared with subscriber units with a satisfactory visit experience. © 2010 Lippincott Williams & Wilkins, Inc.