Every March, the Consumer Assessment of Healthcare Providers & Systems or (CAHPS) Survey is mailed to randomly chosen HPSM members. The survey helps us understand your health experience better! We want to hear about what matters to you, and the survey covers important topics for our members. Your feedback helps us improve the quality and coordination of your care. Over time, we gather helpful insights that allow us to focus on making your healthcare experience even better. Thank you for sharing your thoughts with us!
Hearing from our members is one way we learn both what is going well and what needs improvement. The results help us better support you and can impact funding of our services and, your feedback can improve care for all HPSM members!
How to take the survey
The survey takes about 20 minutes. You can:
- Fill out the paper survey and mail it back in the pre-paid envelope; or.
- Answer questions over the phone by calling the number in the packet.
What the survey measures
The survey asks members about their experience in several areas, such as:
- Rating of health plan.
- Rating of all healthcare.
- Health plan customer service.
- Rating of personal doctor.
- Rating of specialist seen most often.
- Getting needed care.
- Getting care quickly.
- How well doctors communicate.
How we use survey results to improve your care
HPSM makes the anonymous survey results part of our improvement plans for the next year. We do this to:
- Identify trends and areas for improvement to prioritize initiatives that will enhance your experience.
- Compare our performance year-to-year and with other health plans.
- Inform Quality Improvement programs to make healthcare more efficient and member-centered.
- Recognize and reward highly rated providers and departments to encourage excellence across our staff and network.
- Develop new tools, resources and programs that make it easier for members to get the care they need.
- Increase transparency and accountability by sharing survey results with our members.
