CAHPS Survey - HPSJ/MVHP

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.

Results of the 2026 CAHPS Survey

We have results based on data taken from 2026 that was reviewed in 2026. For our adult questionnaire, we received 212 replies and for our child questionnaire we received 228 replies. We review results to see where we are doing well and where we can do better. These results are below.

Adult Supplemental Question	2026 Responses
Requested/required approval of medical treatment from health plan? (% Yes)	35.6%
Easy to get specialist referral? (%Always or Usually)	61.2%
Letter of approval or denial was understandable? (%Yes)	81.5%
Got medical service that required preapproval? (%Always or Usually)	67.5%
Dr. respected beliefs/cultural traditions? (%Always or Usually))	79.4%
Felt healthcare staff was sensitive to cultural needs? (%Always or Usually)	57.4%
Treated differently by Doctors? (% of NEVER or Sometimes)	95.2%
Treated unfairly by Doctors? (% of NEVER or Sometimes)	94.8%
Auth slowed down ability to receive desired care or service: No, I received the authorization quickly Yes, the authorization slowed the process down some Yes, the authorization process slowed the process down a lot	50.0% 30.6% 19.4%
Best description of problem with the authorization process: The authorization process is too slow The authorization process was too confusing The authorization was denied	64.3% 21.4% 14.3%
Able to find a doctor who met your needs/preferences: I was able to get a doctor that met my preferences It was not easy to get a doctor that met my needs/preferences	72.4% 27.6%
Reason it was not easy to find Dr. who met needs/preferences: I could not find a doctor or other healthcare provider who matched my cultural background I could not find a doctor or other healthcare provider who was knowledgeable of my cultural background I could not find a doctor or provider who matched my racial or ethnic background I could not find a doctor or provider who was knowledgeable of my needs, considering my racial or ethnic background I could not find a doctor or other healthcare provider that matched my sexual orientation/gender identity I could not find a doctor or other healthcare provider who was knowledgeable of my needs considering my sexual orientation/gender identity I could not find a doctor or other healthcare provider who speaks my language(s) (other than English)	28.0% 36.0% 29.2% 28.0% 20.0% 28.0% 56.0%

Child Supplemental Question	2026 Responses
Requested required approval of Medical treatment from health plan	22.9%
Easy to get Referral. (Always/Usually)	54.2%
Approval/Denial letter was understandable.	83.2%
Got medical service that required preapproval. (Always/Usually)	61.3%
Easy to find Dr. that respects beliefs cultural traditions. (Always/Usually)	77.9%
Felt healthcare staff was sensitive to cultural needs (%Always or Usually)	79.2%
Child treated differently at doctors office (%Never or Sometimes)	93.3%
Child treated unfairly at doctors office. (%Never or Sometimes)	96.4%
Authorizations slowed down ability to receive desired care or services: No, I received an authorization quickly. Yes, The authorization slowed the process down some. Yes, the authorization slowed the process down a lot.	54.2% 37.5% 8.3%
Problem with health plans authorization process: The authorization process is too slow. The authorization process was too confusing. The authorization was denied.	67.9% 21.4% 10.7%
Able to find doctor who met needs/preferences: Yes, I was able to find a doctor or other healthcare provider who met my child’s preferences. No, It was not easy to find a doctor or other or other healthcare provider that met child’s preferences.	81.8% 18.2%
Reason it was not easy to find Dr. who met needs/preferences: I could not find a doctor or other healthcare provider who matched the cultural background of my child. I could not find a doctor or other healthcare provider who was knowledgeable about my child’s cultural background. I could not find a doctor or other healthcare provider that matched the racial or ethnic background of my child. 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. I could not find a doctor or other healthcare provider that matched the sexual orientation/gender of my child. 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. I could not find a doctor or other healthcare provider who spoke the language(s) that my child speaks (other than English)	31.6% 36.8% 36.8% 26.3% 26.3% 26.3% 63.2%

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.

Question	Adult Rate	Child Rate
Rating of Health Plan	66.3%	74.1%
Rating of Health Care	57.0%	62.3%
Rating of Personal Doctor	69.4%	68.2%
Rating of Specialist	69.0%	76.7%
Getting Needed Care	77.7%	72.6%
Getting Care Quickly	73.8%	81.2%
Customer Services	88.8%	92.2%
How Well Doctors Communicate	90.0%	89.8%
Coordination of Care	78.4%	82.5%
Ease of Filling Out Forms	94.0%	93.2%