Custom AgentClient/Member Resources
Mar 22, 2024
2 Minute Read

MA members to receive CAHPS survey

Every March through June, the Centers for Medicare and Medicaid Services (CMS) mails the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey. It is sent to a random sampling of health and prescription drug plan members each year to gather feedback about their experiences with:

  • Their provider
  • Their health plan benefits
  • Their prescription drug plan

You play an important role

As a trusted agent, clients will often look to you for guidance. Is this real or a scam? Does it make a difference if I complete the survey? Will they ask me for personal information?

Please encourage clients to complete the survey if they receive one. It will not ask for personal identification information.

Their answers are important and:

  • Tell regulatory bodies how well providers and health insurance plans collaborate
  • Give them a chance to share their opinion about the care they receive
  • Provide honest feedback that help providers and health plans improve the healthcare experience

What can clients expect from the survey?

Here are examples of questions clients may see on the CAHPS survey.

  • In the last six months when you needed care right away, how often did you get care as soon as you thought you needed it?
    • Never / Sometimes / Usually / Always / I didn’t have a doctor’s visit
  • In the last six months, how often did your health plan’s customer service give you information or help you needed?
    • Never / Sometimes / Usually / Always
  • Using a number from 0 to 10, where 0 is the worst prescription drug plan possible and 10 is the best prescription drug plan possible, what number would you use to rate your prescription drug plan? 0 (worst possible), 1, 2, 3, 4, 5, 6, 7, 8, 9, 10 (best drug plan possible)

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