The 2021 Quality Improvement survey results are in

We conduct annual surveys as part of our Quality Improvement (QI) program to better understand the experiences of our members and the health care professionals who serve them. The 2021 survey results are now available and show the key clinical performance measures and percentage of plans by rating.

The 2021 member experience
For commercial plan members, we measure their experiences using the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey. The 2021 survey showed improvements in:

• Rating of personal doctor
• Getting care quickly
• Claims processing

For Individual Exchange plan members, we measure their experiences using the Key Member Indicator (KMI) and Qualified Health Plan (QHP) Enrollee Experience surveys. The 2021 survey showed improvements in:

• Getting care quickly
• Getting needed care

The 2021 health care professional experience
Physicians and practice managers had the highest levels of satisfaction in the following:

• Quality of the UnitedHealthcare network
• Availability of medical specialists to accommodate referrals

We’re currently working to improve satisfaction related to:  

• Enhancing self-service tools to submit and track claims (e.g., the UnitedHealthcare Provider Portal)
• Improving the efficiency of communications to health care professionals (e.g., Network News)

Questions?
Please contact your provider advocate.

HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA)
CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).

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