New CAHPS Guide: Getting Needed Care

Date: 09/15/21

At Superior, ensuring our members’ needs are met and that a quality care is provided is a top priority. Providers plan an integral part in creating a positive member experience and ensuring they are satisfied with the level of care they received. Key elements to providing care that is safe, effective, patient-centered, timely and efficient include, but are not limited to:

• Access to medical care, including primary and specialty providers.
• Availability of appointments, including telehealth options and scheduling flexibility.

Each year the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey is provided to members asking for their feedback on their experience with health care. This survey includes collecting ratings for access to care and appointment availability, which are under the “Getting Needed Care” composite.

The rating system utilized is known as the STAR Ratings and uses a scale from 1-5, with 5 being the best. The STARS Rating is used to show how Superior compares to other health plans and how members view their care and service by Superior and from their providers. See results for 2021 CAHPS Survey “Getting Needed Care” composite for Superior Medicaid (STAR, STAR Health, STAR Kids, STAR+PLUS) and CHIP members:

• Child - STAR Rating of 3, and a satisfaction score of 81.6%
• Adult - STAR Rating of 2, and a satisfaction score of 82.9%

To learn more about the CAHPS Survey questions, and find tips on how to ensure members are satisfied with the access to care and appointment availability, please download the CAHPS Resources Guide: Getting Needed Care.

For more information about how providers can impact the member care experience, please download the CAHPS Provider Tip Sheet.

For questions, please contact your local Account Manager or Provider Services at 1-877-391-5921.