Quality Assurance


PPL provides quality assurance by tracking performance for each state’s unique goals and standards. PPL has the capability to track performance on a wide range of standards to help state’s meet Medicaid Waiver requirements, state regulations, and program policies. In addition, PPL administers satisfaction surveys to participants, providers and case managers to find out how we are meeting their needs. We work with the client to develop the survey questions, the format, the method for distribution and follow-up as well as the collection and analysis of the results .

   “I am glad there is a program like this in Virginia, they have lifted the burden off me. I like being able to hire my own workers and live independently.” - PPL Virginia participant satisfaction survey response

Satisfaction Surveys

Helping participants access individualized services and supports from their budgets is something PPL takes pride in. PPL designs and administers satisfaction surveys to participants, providers, and case managers to find out how we are meeting their needs. Sometimes our clients have us administer their standardized tools, such as the HSRI Core Indicators participant Survey, so that the outcomes of participant direction can be compared to more traditional service models.


  • Customer satisfaction is usually 85-95 percent; some are as high as 99 percent.
  • Few people choose to leave participant direction programs.
  • Most participants recommend the program to friends.
  • Most programs grow 15-20 percent per year, and often faster in the earlier years.


Program Performance Standards

Each state has different goals and standards they must meet to satisfy Medicaid Waiver requirements, state regulations, and program policies. PPL tracks performance on these standards and updates them monthly. A wide range of standards can be tracked:


  • paid expenditures vs. authorized expenditures
  • rate of enrollment growth
  • rate of pended payments
  • Medicaid claims
  • timeliness of payments
  • accuracy of reports
  • credentialed providers


Why Choose Us?

"We make it easier for consumers to create their own opportunities."

We build each program to meet the unique needs of each state and the program participants while satisfying the most current Centers for Medicare and Medicaid Services (CMS) and IRS requirements.


What Clients are Saying...

  • “Kianga displayed Superior Customer Service on her call today, let me vent, had great patience, and came up with a solution that I was happy with. Thanks.”– program participant in Virginia

Contact Us

Feel free to contact us today

Address: 148 State Street 10th Floor Boston, MA 02109
Telephone: 1-855-2GETPPL (855-243-8775)
FAX: 617-717-0085
E-mail: ppl@pcgus.com