CAHPS results

Every year, UPMC Health Plan participates in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey. We use the results to evaluate member satisfaction with the Health Plan. The survey results also tell us about members’ experience with their doctors and other health care providers, the care they receive, and access to care.

Our members’ feedback is important to us. We use the results of the CAHPS survey to identify opportunities to improve care and services.

In response to survey results, we have been working to improve customer service and have developed Web-based self-service tools for members. We enhanced the online provider directory search function so you can find providers who speak a specific language. Interactive tools are now available to assist members in managing their health.

In the 2007 survey, member satisfaction with personal doctors and specialists improved. Satisfaction improved with getting care quickly and doctors’ communication. Members’ overall rating of UPMC Health Plan also improved.

Communication practices can enhance quality of care. New questions were asked in the 2007 survey to measure member satisfaction with specific aspects of communication:

• Shared decision-making between the patient and doctor
  
• Coordination of care between the member’s personal doctor and other providers
  
• Discussions between members and doctors about preventing illness
  
• Ease of finding information from UPMC Health Plan about out-of-pocket costs

If you would like more information about UPMC Health Plan’s CAHPS results or a paper copy of the information, please contact Provider Services at 1-888-876-2756, Option #2.