Survey leads to improved service

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 results also tell us about members’ experience with their doctors and other health care providers, the care they receive, and access to care.

In response to survey results, we have been working to continue to improve customer service and have developed Web-based self-service tools. We enhanced our online provider directory search function so you can find providers who speak a specific
language. And we added interactive tools to assist you in managing your health.

In the 2007 CAHPS survey, the Health Plan saw improvements in its members’ satisfaction level with doctors and specialists, their doctors’ communication, and in getting care quickly. The overall rating of UPMC Health Plan also improved.

We believe that good communication enhances the quality of your health care. We asked new questions in the 2007 survey so we could measure your satisfaction with specific kinds of communications, including:

• Shared decision-making between you and your doctor
  
• Coordination of care between your personal doctor and your other providers
  
• Discussions with your doctor about preventing illness
  
• Ease of finding information from UPMC Health Plan about out-of-pocket costs

If you received a survey, we appreciate your response. Your feedback is important and helps us improve the quality of the health care services and care you receive.