Jan. 28, 2025
In February we will begin two annual surveys of our commercial members − the Consumer Assessment of Healthcare Provider and Systems survey and Qualified Health Plan Enrollee Experience Survey. The surveys ask a random sample of members about their experiences with their health care providers and plans during the previous six months for CAHPS® and 12 months for EES.
Encourage members to participate: If you receive questions from members who receive a survey, please encourage them to complete and return it using the enclosed prepaid envelope provided.
About the surveys: Following are examples of survey topics and questions where you may most impact results.
Survey Category/Topic |
Sample Questions |
Getting needed care |
How often was it easy to get the care, tests or treatment you needed? How often did you get an appointment to see a specialist as soon as you needed to? |
Getting care quickly |
When you needed care right away, how often did you get care as soon as you needed it? When you made an appointment for a checkup or routine care visit at a doctor’s office or clinic, how often did you get an appointment as soon as you needed it? |
How well doctor communicates |
How often did your personal doctor:
|
Smoking cessation |
How often did your doctor:
|
How you may impact survey results: Here are some recommendations to consider that may help you and your staff improve member satisfaction:
- Make walk-in appointments available in the morning or evening hours for urgent care.
- Spend enough time with members and explain things in a way they can easily understand.
- Encourage your office staff to help members schedule appointments with specialists.
- Follow up with members’ specialists to ensure continuity of care.
- Provide members with educational materials and resources to empower their engagement and decision-making about their care.
- Consider performing a preventive health care visit during a sick visit if time and indications allow.
- Educate members about preventive care, including wellness exams and immunizations applicable to age, such as respiratory syncytial virus, shingles, COVID-19 and flu shots.
- Discuss available treatment and medication options. At the end of each visit, review the treatment plan. Discuss reasons why or why not to take medications and list available treatment options.
For more details about the surveys: Refer to the Agency for Healthcare Research and Quality and Centers for Medicare & Medicaid Services.
CAHPS is a registered trademark of the Agency for Healthcare Research and Quality.