Member Experience Survey FAQ
What to expect from this yearly survey about your health plan
Every year, some health plan members are selected at random to receive a survey about their experience with us. If you’re chosen to participate, you’ll receive the survey by mail in the next few weeks. Your answers are completely confidential. The survey answers help us learn how well we’re meeting your needs and expectations.
The member experience survey collects feedback on your experience with your health plan, doctors, and healthcare services in general. It’s given by Press Ganey, an approved independent survey vendor, and sent out every year between March and June. Your survey answers are confidential.
You may be asked to take this survey because you have health benefits with us. Participants are randomly picked, so not every member will receive it. We do not know who receives or completes the survey.
Surveys will arrive either by mail or email. You may get a reminder postcard if you don’t respond soon after you receive it. If you haven’t returned the survey after eight weeks, the survey team may call you to complete the questions by phone.
The survey will come on behalf of your health plan from the Centers for Medicare and Medicaid Services (CMS) and Press Ganey. Both agencies lead these surveys, and they give consumers a way to check health plan quality.
The questions cover topics about healthcare in general, access to care, the services provided by your doctors, and your health plan overall.
The survey results are used by CMS to calculate Star Ratings. These ratings make it easier to compare plans based on quality, consumer experience, health outcomes, and overall satisfaction.
We use the confidential feedback we receive to make our health plans even better.
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