Increased Member Satisfaction Revealed by CAHPS Survey

Last update: December 3, 2020

The annual Consumer Assessment of Health Providers and Systems (CAHPS®)  survey assesses member satisfaction with the health plan, their primary care provider (PCP), the specialist they visit most often and other components of the health care delivery system.

Overall, members remain satisfied with their service and care. Adult members reported increased satisfaction with their PCP and the overall rating of health care.  Members gave higher marks over last year for areas such as getting care quickly and customer service.

Table 1:CAHPS® Adult Survey Highlights

Question Topic

Improvement Percentage

2020

Result

2019

Result

Rating of Personal Doctor

3.7%

71.3%

67.6%

Rating of Health Care

10.5%

61.8%

51.3%

Rating of Specialist

8%

86%

78%

Shared Decision Making

9%

73%

64%

The survey has helped the health plan identify areas of focus to help improve outcomes, including member customer service and after-hours access to practitioners.

As a provider, there are steps you can take to help improve the patient’s experience. Remember that CAHPS® resources are available on our website at UHCprovider.com/path.