CAHPS Survey
One of the ways a Member’s Experience is measured is through the CAHPS (Consumer Assessment of Healthcare Providers and Systems) Survey:
About the CAHPS Survey
Consumer Assessment of Healthcare Providers and Systems (CAHPS) launched in 1995 and is intended to advance our scientific understanding of patient experience with healthcare. The CAHPS survey is led by the Agency for Healthcare Research and Quality (AHRQ), which is a public-private initiative to develop and maintain standardized surveys of patients' experiences with ambulatory and facility-level care.
Every year starting in March, the CAHPS survey is conducted to ask members about their experiences with health care services they’ve received over the past six months. The survey is conducted for both CareAdvantage and Medi-Cal members.
In addition to deepening our understanding of member experience, CareAdvantage results are also used as part of the Star Rating Program to rate how well health plans and their network providers are meeting the needs of members across various metrics.
This survey gives HPSM members the opportunity to share their experience both with HPSM and our network providers. In the past, some HPSM members have asked their provider about the survey so if members come to you with questions, please direct them to our survey vendor, SPH Analytics, rather than calling HPSM. They can find the phone number to SPH Analytics in their survey packet.
Please continue to check back here on progress of the CAHPS survey and offer opportunities for providers to improve their scores.
Adult Medi-Cal Survey Results and Analysis
Rating of Health Plan
This measure consists of a single question asking respondents to rate the overall Health Plan.
Q26 - Rating of health plan
Chart shows the percentage of enrollees who responded with '9-10' (Top Box Results) on a scale of 0 to 10.
| 2013 | 2016 | 2019 | 2021 | |
| Rating of Health Plan | 56.50% | 59.20% | 58.23% | 63.06% |
Rating of All Health Care
This measure consists of a single question asking respondents to rate the overall Health Care.
Q8 - Rating of all health care
Chart shows the percentage of enrollees who responded with '9-10' (Top Box Results) on a scale of 0 to 10.
| 2013 | 2016 | 2019 | 2021 | |
| Rating of All Health Care | 52.70% | 52.00% | 50.18% | 60.27% |
Health Plan Customer Service
Health Plan Customer Services consists of a question asking respondents to rate customer service quality they receive.
Q22 - Customer service gave necessary information/help
Q23 - Customer service was courteous and respectful
Chart shows the average percentage of 'Always' responses (Top Box Results) on a scale of 'Never', 'Sometimes', 'Usually', or 'Always'.
| 2013 | 2016 | 2019 | 2021 | |
| Health Plan Customer Service | 82.90% | 88.80% | 88.70% | 86.39% |
Rating of Personal Doctor
This measure consists of a single question asking respondents to rate their personal doctor.
Q16 - Rating of personal doctor
Chart shows the percentage of '9-10' responses (Top Box Results) on a scale of 0 to 10.
| 2013 | 2016 | 2019 | 2021 | |
| Rating of Personal Doctor | 64.60% | 66.50% | 68.65% | 65.27% |
Rating of Specialist seen most often
This measure consists of a single question asking respondents to rate the specialist they see most often.
Q20 - Rating of specialist
Chart shows the percentage of '9-10' responses (Top Box Results) on a scale of 0 to 10.
| 2013 | 2016 | 2019 | 2021 | |
| Rating of Specialist Seen Most Often | 68.50% | 71.60% | 71.20% | 71.54% |
Getting Needed Care
The questions in this section, Getting Needed Care, relate to the simplicity and ease for a patient to see their provider for care, tests, and treatment. This section also questions a patient’s ability to get an appointment with a needed specialist with ease.
Q9 - Easy for respondent to get necessary care, tests, or treatment
Q18 - Respondent got appointment with specialists as soon as needed
Chart shows the average percentage of 'Always' responses (Top Box Results) on a scale of 'Never', 'Sometimes', 'Usually', or 'Always'.
| 2013 | 2016 | 2019 | 2021 | |
| Getting Needed Care | 81.20% | 73.60% | 77.60% | 80.45% |
Getting Care Quickly
Getting Care Quickly asks the patient about if they got care for an illness, injury, or non-urgent matter as soon as it was needed.
Q4 - Respondent got care for illness/injury as soon as needed
Q6 - Respondent got non-urgent appointment as soon as needed
Chart shows the average percentage of 'Always' responses (Top Box Results) on a scale of 'Never', 'Sometimes', 'Usually', or 'Always'.
| 2013 | 2016 | 2019 | 2021 | |
| Getting Care Quickly | 75.80% | 69.00% | 79.30% | 80.15% |
How Well Doctors Communicate
Questions asked to patient in the section of Communication with Doctors include; if doctors explained things in a way that was easy to understand, the doctor listened carefully, the Doctor showed respect, and if the Doctor spent adequate time with the patient.
Q12 - Doctor explained things in a way that was easy to understand
Q13 - Doctor listened carefully to enrollee
Q14 - Doctor showed respect for what enrollee had to say
Q15 - Doctor spent enough time with enrollee
Table shows the average percentage of 'Always' responses (Top Box Results) on a scale of 'Never', 'Sometimes', 'Usually', or 'Always'.
| 2013 | 2016 | 2019 | 2021 | |
| How Well Doctors Communicate | 87.40% | 88.30% | 93.10% | 91.99% |