.png)
CAHPS Satisfaction Scores Are In
Published Date: 2024-08-20
CAHPS Satisfaction Scores Are In
Earlier this year, Highmark Wholecare distributed the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey to a randomly selected cohort of its Medicaid and Medicare members. This survey solicited detailed feedback regarding their health care experiences. The data derived from these surveys are pivotal for guiding strategic initiatives aimed at enhancing service delivery for our members.
Adult Medicaid Results
Adult members enrolled in the Medicaid plan reported varying degrees of satisfaction across different dimensions of their health care experiences. They exhibited the highest levels of satisfaction in areas related to doctor-patient communication, particularly in terms of respect demonstrated by personal doctors, overall customer service experiences, and the ease of accessing care when needed. Conversely, there are significant areas requiring improvement. Notably, only 63.6% of members expressed satisfaction with the health care services provided by specialists.
Comparative Analysis with Previous Year
A comparison with the previous year’s data reveals notable declines in several key areas among adult Medicaid members. Specifically, satisfaction ratings for the health plan, health care, personal doctors, and specialist care have all decreased. Despite these setbacks, consistent positive feedback was reported year-over-year concerning access to needed care, prompt care delivery, and effective doctor communication. A marked improvement in customer service satisfaction was observed, likely attributable to the implementation of an after-call survey within our Voice of the Customer program.
Table 1: Adult Medicaid Comparative Analysis with Previous Year
| CAHPS Survey Measure | 2022 Adult Results (Surveyed in 2023) | 2023 Adult Results (Surveyed in 2024) |
| Rating of Health Plan | 79.7 | 64.8 |
| Rating of Health Care | 76.3 | 57.4 |
| Rating of Personal Doctor | 80.2 | 65.4 |
| Rating of Specialist | 82.5 | 63.6 |
| Customer Service | 86.9 | 88.7 |
| Getting Needed Care | 83.8 | 85.8 |
| Getting Care Quickly | 83.8 | 83.2 |
| How Well Doctors Communicate | 91.9 | 92.6 |
Child Medicaid Results
Surveys were also disseminated to parents or guardians of members age 17 and under to gauge their perceptions of their child’s health care experiences within our health plan. The feedback indicated general satisfaction with Highmark Wholecare’s offerings, although there was a decline in ratings for the plan, health care, and personal doctors compared to the previous year.
Table 2: Medicaid Child Comparative Analysis with Previous Year
| CAHPS Survey Measure | 2022 Child Results (Surveyed in 2023) | 2023 Child Results (Surveyed in 2024) |
| Rating of Health Plan | 90.0 | 70.7 |
| Rating of Health Care | 88.4 | 75.2 |
| Rating of Personal Doctor | 89.6 | 74.9 |
| Rating of Specialist | 86.9 | 71.1 |
| Customer Service | 87.2 | 91.5 |
| Getting Needed Care | 82.5 | 80.7 |
| Getting Care Quickly | 89.1 | 86.7 |
| How Well Doctors Communicate | 94.3 | 95.3 |
Key Areas for Improvement
- Getting Needed Care: Focus on streamlining specialist referrals and appointments, addressing delays in care, and utilizing cultural competency resources.
- Annual Flu Vaccine: Proactively recommend flu shots, address misconceptions, and offer convenient vaccination options.
- Rating of Personal Doctor: Prioritize clear communication, active listening, timely follow-up, and patient education.
For more information on Highmark Wholecare’s 2024 CAHPS results, members may contact Member Services at 1-800-392-1147 (Medicaid) TTY users should dial 711.
