Member Satisfaction Survey 2026
October 9, 2026, 2:18 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 2025 has been completed. Survey invitations were sent out via email to members in our Individual, Group, and CoxHealth employee plans in June 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.
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.
Review of Findings
Below is a summary of survey results. Scores may be impacted by members confusing Cox HealthPlans and CoxHealth. Cox HealthPlans is a separate entity that does not bill for medical services and therefore does not operate the billing call center or set billing processes and policies. Billing was the main complaint for write-in responses for this survey.
|
Access to Care |
% |
|
Q3. Getting care right away (Yes) |
80.08% |
|
Q5. Getting routine appointment when needed (Yes) |
83.37% |
|
Q7. Rating of health care (4 or 5) |
67.77% |
|
Q9. Getting care, tests or treatment (Yes) |
74.64% |
|
Personal Doctor |
|
|
Q10. Have a personal doctor (Yes) |
92.21% |
|
Q12. Doctor explained things in a way that was easy to understand (Yes) |
97.58% |
|
Q14. Doctor listened to concerns (Yes) |
96.67% |
|
Q16. Doctor showed respect (Yes) |
96.97% |
|
Q18. Doctor spent enough time with you (Yes) |
93.64% |
|
Q19. Rating of personal doctor (4 or 5) |
85.31% |
|
Specialist Doctor |
|
|
Q22. Getting an appointment with specialist when needed (Yes) |
68.99% |
|
Q24. Rating of specialist (4 or 5) |
76.27% |
|
Health Plan |
|
|
Q26. Received information or help needed from plan's customer service (Yes) |
26.58% |
|
Q29. Treated with courtesy and respect (Yes) |
89.34% |
|
Q32. Health plan forms easy to fill out (Yes) |
83.54% |
|
Q34. Rating of health plan (4 or 5) |
33.92% |
Action Plan
CHP will continue to work with CoxHealth to improve access to care and specialists. Expand mammogram coverage per regulatory updates, enhance cost estimator, and add a Cologuard benefit.
If you need 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!