Member satisfaction - Chapter 14, 2021 UnitedHealthcare Administrative Guide

A certified National Committee for Quality Assurance (NCQA) vendor conducts our annual survey of member satisfaction using the Consumer Assessment of Healthcare Providers and System (CAHPS) survey. Members rate their experience and satisfaction in multiple areas:

  • The health plan
  • Their health care and providers
  • Access
  • Referral process
  • Specialty care
  • Benefits
  • Member service

For more information on CAHPS or other quality improvement programs, go to