2022 Member Satisfaction Results

September 27, 2022, 5:13 pm

Member feedback is essential to help us improve, which is why each year Cox HealthPlans (CHP) conducts a member satisfaction survey to gain feedback from our members. The annual member satisfaction survey for benefit plan year 2021 has been completed. Survey invitations were sent out via email to members in our Marketplace, Individual, Group, and CoxHealth employee plans in early July and the survey was available for one month.

The survey consists of four main categories:

Access to Care

Questions regarding access to care include whether members feel they get the care they need when they need it, and the rating of the health care received. This includes whether members were able to get care right away or were able to get a routine appointment when needed in the past 6 months.

• View this CHP blog post on Right Care, Right Now for helpful information about where to go for care.

Personal Doctor

In this category, members rate their personal doctors and how well their doctor communicates – listening to concerns, explaining things in an understandable way, and showing respect for the member. If a member is unhappy with their personal doctor, they can easily choose a new doctor in one of two ways:

• Choose a doctor from the online Provider Directory for your plan, or
• Call CHP’s Member Services Department at 417-269-2900.

Specialist Doctor

This area captures whether members are able to get an appointment with a specialist when needed, and the rating of the specialist they saw within the past 6 months. Members of CHP health plans do not need a referral from their personal doctor to make an appointment with a specialist.

• Specialists can be found in the online Provider Directory for your plan.

Health Plan

This category allows members to rate the health plan and answer questions about the health plan’s ability to give members the information they need, whether members are treated with courtesy and respect by health plan representatives, and whether health plan forms are easy to fill out.

• Health plan forms are located here on the CHP website.

Results

CHP completes a thorough review of the survey results to better understand member needs, look for trends and find new opportunities for improvement.

This year, members responded positively in the access to care category and were satisfied with the level of health care received. Members rated their specialists and their personal doctors highly, and over 95% of members indicated that their personal doctor communicated well with them, showed respect, and explained things in an understandable way. Over 90% of members who spoke with health plan representatives responded that they were treated with courtesy and respect, and members who utilized health plan forms indicated that they were easy to fill out.

CHP identified areas for improvement in increasing knowledge of available health plan information and helping members reach customer service for answers to questions.

Action Plan

Future blog posts will be created with a goal to highlight where to find information that is available to members.

• View CHP’s blog post on How to Access Information to learn more about where member information is located and details about the member portal.

To reach a Member Services representative, we offer a live Chat option where members can quickly and easily send us a question and receive information during our business hours. The Chat box appears on any page of our website in the bottom right corner of the screen. Members may also call our Member Services Department with any questions.

Survey results are shared with CHP internal committees, CHP employees, and network providers. Thank you for helping us improve!