CAHPS®/QHP EES Results
Last Updated: Tuesday, February 18, 2025
Annual member satisfaction surveys are conducted, using a statistically valid sample of the membership, to ensure that the plan identifies potential areas for service quality improvements.
Results of the surveys are reviewed by Clinical Services – Quality and internal ad-hoc workgroups. The findings are then reported to the Care Management and Quality Management Council. Member satisfaction is also monitored through review of member dissatisfactions, complaints, and appeals.
- Strategies to Encourage Positive Feedback – This educational flyer includes recommendations for improving the member experience based on key areas covered by the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.
2023 CAHPS® and QHP EES Results
Highmark contracted with Press Ganey, an independent research firm with CAHPS Survey Certification by the National Committee for Quality Assurance (NCQA) and the Centers for Medicare and Medicaid Services (CMS), to conduct the annual Commercial, Medicare Advantage CAHPS survey, and the Qualified Health Plan (QHP) Enrollee Experience Survey (EES).
- cpa/ sepa
- wpa/ nepa
- wv
2023 CAHPS Results (QHP EES results are not applicable to West Virginia and are not available in this document.)
Important Note
Additional information related to 2023 CAHPS reporting:
CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).
