Nov. 17, 2025
Every year a sample of members in our marketplace plans and commercial HMO and PPO plans share their health care experiences through surveys. We previously shared key findings from the 2024 Qualified Health Plan Enrollee Experience Survey and the HMO and PPO Consumer Assessment of Healthcare Providers and Systems survey.
As we prepare to survey our members again starting in February 2026, please review the detailed 2024 results below. They identify opportunities for improvement and show survey topics where you may have the most impact.
| 2024 QHP EES and CAHPS® Results | |||
| Survey category or topic | QHP EES HMO | CAHPS HMO | CAHPS PPO |
| Rating of personal doctor | 75 | 69 | 72 |
| Getting care needed Getting specialist appointments Getting care, tests or treatment |
77 73 81 |
78 75 82 |
90 86 94 |
| Getting care quickly Getting urgent care |
82 82 |
77 81 |
88 90 |
| How well doctors communicate Doctor listened carefully |
94 96 |
95 95 |
96 94 |
| Care coordination | 88 | 77 | 90 |
| Advising smokers and tobacco users to quit How often were you advised to quit smoking or using tobacco by a provider in your plan? |
56 | 62 | 67 |
| Discussing cessation medications How often was medication recommended or discussed by a provider to assist you with quitting smoking or using tobacco? Examples of medications are nicotine gum, patch, nasal spray, inhaler or prescription medication. |
44 | 33 | 41 |
| Discussing cessation strategies How often did your provider discuss or provide methods and strategies other than medication to assist you with quitting smoking or using tobacco? Examples of methods and strategies are telephone helpline, individual or group counseling, or cessation program. |
33 | 30 | 44 |
Survey results are calculated as a summary rate score. Summary rate scores represent the percentage of respondents who chose the most favorable response options − such as “Always” or “Usually” or “9” or “10”; and “Always,” “Usually” or “Sometimes” on smoking cessation measures − with 100% as the highest possible score.
With their emphasis on positive patient experiences, these surveys are valuable measurement tools to assess service gaps and set benchmarks. Focusing on positive patient experiences may have benefits for your practice and patients.
What’s next: The 2026 QHP EES and CAHPS surveys will be mailed in February and March to randomly selected members. Members may be more likely to participate with encouragement from you.