The Johns Hopkins US Family Health Plan (USFHP) is pleased to announce the results of the 2009 member-satisfaction survey. The CAHPS (Consumer Assessment of Health Providers and Systems) survey was administered this spring to a random sample of USFHP members. The objective of the survey was to measure member satisfaction with their health care. The survey included ratings of providers, health care and the health plan. Members were also asked about their experiences with access and availability to care, how well their doctor communicates, customer service and claims processing.
The result indicated an overall health plan satisfaction rating of 84 percent compared to the national benchmark of 64 percent for other health plans. Those surveyed indicated that they remain highly satisfied with their primary care provider, their ability to get the care they need and their overall health care. Significant improvement was noted in the overall rating of health care receiving care and getting appointments in a reasonable time.
Actions to further improve member satisfaction include enhancing member communication and the provider network. The success of these initiatives will be monitored through the results of the 2010 CAHPS. If you receive a survey next spring, please take the time to complete the survey. Your feedback is important to us.
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