What is CAHPS?

CAHPS stands for Consumer Assessment of Healthcare Providers and Systems. It is a survey that asks how members feel about the care they are getting from their doctors and the Health Plan overall. The survey is also known as member experience survey.

Each year, we send a survey to members to gather feedback about both adult and childcare. There are rules the Health Plan must follow that tell us how and when we send these. Child surveys are mailed to the family in English, Spanish and Chinese. Adult surveys are mailed in English and Spanish. If a mail is not returned, the plan will ask one more time. The Health Plan uses an outside vendor to send out surveys.

Hispanic female doctor talking to African patient

Our health plan wants to give all members the best care. Based on the feedback we get, we can do better by working on how quickly our members can get doctor’s visits and be seen.

To hear more from our members, the Health Plan has a group called the Community Advisory Committee (CAC) that meets once a month. The group is made up of members and health plan staff. The Health Plan can hear directly from members how to get better with:

• Rating of health care
• Rating of their own doctor
• Getting care quickly
• Getting needed care

Results from the most recent survey are added to the yearly Quality Work Plan. In the future, more counties will be added to the survey.

If you have any questions about CAHPS or want to join the CAC, please call at 1-888-936-PLAN (7526), TTY 711

Why does Health Plan do a CAHPS survey?

Health Plan uses these results to help give better care to our members. We look at the feedback given to find ways to change. We review our results and compare them with other health plans. Our goal is to be a leader in making members happy by delivering good care. We also look at the responses by groups of people to see if some people are not helped as much as others.

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Results of the 2025 CAHPS Survey

We have results based on data taken from 2025 that was reviewed in 2025. For our adult questionnaire, we received 232 replies and for our child questionnaire we received 235 replies.  We review results to see where we are doing well and where we can do better.  These results are below.

Adult Survey

Adult Supplemental Question

2024 Responses

Requested/required approval of treatment from plan in the last 6 months
Base (n) 216
Yes 34.30%
No 65.70%
Summary Rate Score (%Yes) 34.30%
Easy to get specialist referral
Opt-out / Exclusion
I did not need a referral to a specialist 79
Base (n) 138
Always 39.10%
Usually 26.10%
Sometimes 16.70%
Never 18.10%
Summary Rate Score (%Usually or Always) 65.20%
Authorization slowed down your ability to receive care/service in the last 6 months
Opt-out / Exclusion
I did not require authorization for services in the last 6 months 137
Base (n) 58
No, I received an authorization quickly 44.80%
Yes, the authorization process slowed the process down some 36.20%
Yes, the authorization process slowed the process down a lot 19.00%
Letter of approval or denial form health plan was understandable
Base (n) 181
Yes 85.10%
No 14.90%
Summary Rate Score (%Yes) 85.10%

Received medical service that required plan pre-approval as soon as you needed

Opt-out / Exclusion (n)
I did not need medical services in the last 6 months 92
Base (n) 112
Always 47.30%
Usually 23.20%
Sometimes 17.90%
Never 11.60%
Summary Rate Score (%Usually or Always) 70.50%
Problem you had with health plan’s authorization process
Opt-out / Exclusion
I did not experience a problem with the authorization process 152
Base (n) 39
The authorization process is too slow 71.80%
The authorization process was too confusing 15.40%
The authorization was denied 12.80%

Able to find Dr. who met cultural/racial/ethnic/sexual orientation/gender/language preferences

Opt-out / Exclusion
I did not have any specific needs or preferences 93
Prefer not to answer 39
Base (n) 63
I was able to get a doctor that met my preferences 81.00%
It was not easy to get a doctor that met my preferences 19.00%
Easy to find Dr. that respects beliefs/cultural traditions
Opt-out / Exclusion (n)
Prefer not to answer 48
Base (n) 146
Always 57.50%
Usually 20.50%
Sometimes 5.50%
Never 16.40%
Summary Rate Score (%Usually or Always) 78.10%

Main reason unable to find provider who met cultural, racial, ethnic, gender or language preferences

Opt-out / Exclusion
Prefer not to answer 37
Not Applicable 110
Base (n) 24

I could not find a doctor or other healthcare provider who

matched my cultural background

41.70%

I could not find a doctor or other healthcare provider who

was knowledgeable of my cultural background

33.30%

I could not find a doctor or other healthcare provider that

matched my racial or ethnic background

29.20%
I could not find a doctor or other healthcare provider who was knowledgeable of my needs, considering my racial or ethnic background

20.80%

I could not find a doctor or other healthcare provider that

matched my sexual orientation/ gender identity

29.20%
I could not find a doctor or other healthcare provider who was knowledgeable of my needs, considering my sexual orientation/gender identity

20.80%

I could not find a doctor or other healthcare provider who

speaks my language(s) (other than English)

41.70%
Felt health care staff was sensitive to your cultural needs
Base (n) 178
Always 47.20%
Usually 17.40%
Sometimes 7.30%
Never 28.10%
Summary Rate Score (%Usually or Always) 64.60%
Treated differently by Drs. because of race/ethnicity/language/sexual orientation or gender identity/economic status
Opt-out / Exclusion
Prefer not to answer 23
Base (n) 182
Never 90.70%
Sometimes 2.70%
Usually 2.70%
Always 3.80%
Summary Rate Score (%Never or Sometimes) 93.40%
Treated unfairly by health plan because of race/ethnicity/language/sexual orientation or gender identity/economic status
Opt-out / Exclusion
Prefer not to answer 17
Base (n) 187
Never 93.00%
Sometimes 3.20%
Usually 1.10%
Always 2.70%
Summary Rate Score (%Never or Sometimes) 96.30%

Child Survey

Child Supplemental Question

2024 Responses

Requested/required approval of treatment for child from plan in the last 6 months
Base (n) 216
Yes 25.50%
No 74.50%
Summary Rate Score (%Yes) 25.50%
Easy to get referral
Opt-out / Exclusion
My child did not need a referral to a specialist 93
Base (n) 116
Always 32.80%
Usually 15.50%
Sometimes 26.70%
Never 25.00%
Summary Rate Score (%Usually or Always) 48.30%
Authorization slowed down child’s ability to receive care/service in the last 6 months
Opt-out / Exclusion
I did not require authorization for services in the last 6 months 145
Base (n) 46
No, I received an authorization quickly 45.70%
Yes, the authorization process slowed the process down some 39.10%
Yes, the authorization process slowed the process down a lot 15.20%
Letter of approval or denial from child’s health plan was understandable
Base (n) 178
Yes 89.90%
No 10.10%
Summary Rate Score (%Yes) 89.90%
Child got medical service that required plan pre-approval as soon as needed
Opt-out / Exclusion (n)
My child did not need medical services in the last 6 months 96
Base (n) 110
Always 37.30%
Usually 23.60%
Sometimes 24.50%
Never 14.50%
Summary Rate Score (%Usually or Always) 60.90%
Problem you had with child’s health plan’s authorization process
Opt-out / Exclusion
I did not experience a problem with the authorization process 147
Base (n) 38
The authorization process is too slow 65.80%
The authorization process was too confusing 15.80%
The authorization was denied 18.40%

Able to find Dr. who met child’s cultural/racial/ethnic/sexual orientation/ gender/language preferences

Opt-out / Exclusion

My child did not have any specific needs or preferences regarding doctors or other healthcare providers

95
Prefer not to answer 45
Base (n) 64

Yes, I was able to find a doctor or other healthcare provider that met my child’s preferences

84.40%

No, it was not easy to find a doctor or other healthcare provider that met child’s preferences

15.60%
Easy to find Dr. that respects child’s beliefs/cultural traditions
Opt-out / Exclusion (n)
Prefer not to answer 41
Base (n) 161
Always 61.50%
Usually 20.50%
Sometimes 7.50%
Never 10.60%
Summary Rate Score (%Usually or Always) 82.00%

Main reason unable to find provider who met cultural, racial, ethnic, gender or language preferences

Opt-out / Exclusion
Prefer not to answer 50
Not Applicable 119
Base (n) 11
I could not find a doctor or other healthcare provider who matched the cultural background of my child 27.30%

I could not find a doctor or other healthcare provider who was knowledgeable of my child’s cultural background

36.40%

I could not find a doctor or other healthcare provider that matched the racial or ethnic background of my child

54.50%
I could not find a doctor or other healthcare provider who was knowledgeable of my child’s needs, considering my child’s racial or ethnic background

63.60%

I could not find a doctor or other healthcare provider that matched the sexual orientation/gender identify of my child

54.50%
I could not find a doctor or other healthcare provider who was knowledgeable of my child’s needs, considering my child’s sexual orientation/gender identity  

45.50%

I could not find a doctor or other healthcare provider who spoke the language(s) that my child speaks (other than English) 81.80%
Health care staff sensitive to child’s cultural needs
Opt-out / Exclusion (n)
Prefer not to answer 39
Base (n) 159
Always 65.40%
Usually 12.60%
Sometimes 10.10%
Never 11.90%
Summary Rate Score (%Usually or Always) 78.00%
Child treated differently by Drs. because of race/culture/economic status
Opt-out / Exclusion
Prefer not to answer 32
Base (n) 167
Never 89.80%
Sometimes 2.40%
Usually 3.00%
Always 4.80%
Summary Rate Score (%Never or Sometimes) 92.20%

Child treated unfairly by Drs. because of race/ethnicity/language/sexual orientation or gender identity/economic status

Opt-out / Exclusion
Prefer not to answer 27
Base (n) 173
Never 94.80%
Sometimes 0.60%
Usually 1.70%
Always 2.90%
Summary Rate Score (%Never or Sometimes) 95.40%

Additional questions

Each year, Health Plan asks extra questions in the CAHPS survey. We can use these to get more data that may help us know what might help better serve members. The results of these added questions are below.

We have results based on data taken from 2025 that was reviewed in 2025. For our adult questionnaire, we received 232 replies and for our child questionnaire we received 235 replies.  We review results to see where we are doing well and where we can do better.  These results are below.

Question Adult Rate Child Rate
Rating of Health Plan 70.3% 74.1%
Rating of Health Care 58.5% 59.8%
Rating of Personal Doctor 72.9% 68.6%
Rating of Specialist 73.8% 69.6%
Getting Needed Care 76.5% 71.3%
Getting Care Quickly 71.4% 73.7%
Customer Services 89.9% 85.9%
How Well Doctors Communicate 88.4% 89.1%
Coordination of Care 86.8% 82.5%
Ease of Filling Out Forms 96.8% 96.3%

Posted on March 4th, 2024 and last modified on October 3rd, 2025.

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