Member Satisfaction, Quality - Dean Health Plan

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Member Satisfaction

We monitor member satisfaction by participating in the nationally-standardized member satisfaction survey, known as CAHPS. This survey is conducted on an annual basis.

The Agency for Healthcare Research and Quality and the National Committee for Quality Assurance have developed a health plan member survey called the Consumer Assessment of Healthcare Providers and Systems (CAHPS). CAHPS is a tool for measuring health plan member satisfaction. It asks questions about claims processing, customer service and health care services. This standardized tool gathers information from members so health plans around the country can compare performance. Health plans work to achieve a five-star rating on a scale of 1 to 5. 

For 2016 Dean Health Plan scored a 4 or a 5 on the following member satisfaction survey questions:

2016 Member Satisfaction Survey CAHPS Star Rating
Coordination of care 5
Getting care quickly  4
Rating of care 5
Rating of health plan 4
Rating of primary care doctor 5
Rating of specialists 5

Quality of Care

We monitor quality of care through a nationally-standardized set of measures referred to as Healthcare Effectiveness and Data Information Set (HEDIS).

What is HEDIS?
HEDIS was created by the National Committee for Quality Assurance (NCQA) to provide employers, individuals and families with information that allows them to compare the performance of different health plans. More than 90 percent of all health insurance companies use HEDIS as a trusted source of standardized measures. The NCQA is an independent, not-for-profit organization that evaluates health plans based on more than 50 standards of care and service to determine each health insurance company's accreditation status.

What are ratings?

The NCQA uses star ratings to help consumers easily compare health insurance plans based on quality of care and service. The Centers for Medicare and Medicaid Services (CMS) also uses ratings to help consumers compare health insurance plans based on each plan's quality standing. NCQA and CMS are industry-recognized organizations who monitor and report on the quality efforts of health insurance plans throughout the nation.


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