Member Survey Regarding Provider Experience
Date: 03/04/21
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey was administered from February through May 2020. Each year, Superior conducts five surveys based on its product lines: Medicaid (STAR, STAR Health, STAR Kids, STAR+PLUS), CHIP, STAR+PLUS Medicare Medicaid Plan (MMP), Allwell from Superior HealthPlan (HMO and HMO SNP) and Ambetter from Superior HealthPlan.
The CAHPS survey asks members to rate their overall health-care experience, including their interactions at their provider’s office. When members evaluate their health-care experience, they often intermingle involvement with the provider with their health plan encounters. Superior believes it is beneficial to collaborate with our provider community to enhance the member’s journey in receiving care and services.
What were Superior’s 2020 Survey Results?
Results are trended over time to evaluate against goals and improvements, analyze results with available data, including complaint, denials and appeals and feedback from advisory groups. Typically, these results impact National Committee for Quality Assurance (NCQA) health-plan rankings, Medicare Star ratings, Qualified Health Plan (QHP) ratings, and Superior member experience initiatives. Due to COVID-19 in 2020, the Medicare CAHPS survey was halted mid-process. Partial results are available to Superior, but were not used for Centers for Medicare & Medicaid Services (CMS) Stars and NCQA rankings for 2020.
Medicaid, CHIP and Ambetter CAHPS surveys were completed, and Medicare and MMP surveys were partially completed. Please review the 2020 survey results below:
The CAHPS survey is administered annually by an external survey vendor, SPH Analytics (SPH), using the survey protocol defined in current Healthcare Effectiveness Data and Information Set (HEDIS) Specifications. SPH summarizes and provides estimated results based on data. Superior has included the projected estimated NCQA Medicaid, CMS Medicare and QHP STAR ratings received from SPH in the table below:
Superior strives to improve quality standards and performance by working closely with providers to enhance the member care experience through the utilization of the CAHPS survey. CAHPS scores have become increasingly more important over the years, and the weight towards Medicare Star ratings have continued to increase from 21% to 31%. For more information about how providers can impact the member care experience, please download the CAHPS Provider Tip Sheet.
For any questions, please reach out to your local Account Manager or contact Provider Services at 1-877-391-5921.