2023 Member Survey Results

November 18, 2023, 1:10 am

Cox HealthPlans (CHP) takes member satisfaction seriously, which is why we conduct a survey every year to seek feedback from our members on their health care experiences and satisfaction with our services. The annual member satisfaction survey for benefit plan year 2022 has been completed. Access to the survey was granted through randomized email invitations to eligible CHP adult health plan members.

The survey covered key health care service areas and asked members to rate their recent health care experiences, their personal doctor, their specialist(s) if applicable, and health plan services. Members were also encouraged to share about their experiences and/or to give suggestions for improvement in a free response format. After the results were collected, CHP completed a thorough review of the survey responses to better understand member needs, look for trends and find new opportunities for improvement.

This year, CHP members rated their health care related services and experiences very similarly to previous years, with noted improvements in the topics of getting care, tests or treatment needed, and getting an appointment with a specialist when needed. Members who spoke with the CHP member services department rated representatives highly for their level of courtesy, respect, and helpfulness. Overall rating of the health plan also received higher scoring from members in comparison to last year’s results. Survey results are shared with CHP internal committees, CHP employees, and network providers.

For questions about our member satisfaction survey, please contact Traci Rhodes, Quality Improvement and Accreditation Manager, at trhodes@coxhealthplans.com.