Member feedback is essential to help us improve, which is why Cox HealthPlans (CHP) participates in the CMS CAHPS survey for our Medicare Advantage plans to gain feedback from our members. The annual CAHPS survey for benefit plan year 2024 has been completed.
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 PCP by calling CHP’s Customer Service 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.
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 Getting Care Quickly section with over 85% of our MA members responding that they receive or attain care in a timely manner. As well as the Getting Needed Prescription Drugs section with over 91% responding that they get the needed prescription that was prescribed to them.
Action Plan
CHP will continue to work with CoxHealth to improve access to care and specialists. The provider directories located on our website will also be improved and contact information will be verified and checked for accuracy.
If you need to reach a Customer Service 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 Customer Services Department with any questions.
Survey results are shared with CHP internal committees, CHP employees, and network providers. Thank you for helping us improve!
