Member satisfaction

CAHPS Survey

Logo for NCQA accredited health plan 4.5 stars interim

Members like you help determine our member satisfaction level. We participate every year in the nationally standardized member satisfaction survey, known as CAHPS.

The Consumer Assessment of Healthcare Providers and Systems survey (CAHPS) was developed by the Agency for Healthcare Research and Quality and the National Committee for Quality Assurance to measure health plan member satisfaction.

Health plans work to achieve a rating of  five on a scale of 1 to 5. The survey asks members about:

  • Claims processing
  • Customer service
  • Health care services

The survey gathers information from members so health plans around the country can compare performance.

For 2021 only , NCQA is responding to the potential impact of COVID-19 on health plan scores by implementing a Special Overall Rating policy. 2021 ratings will display the better of the Overall Rating score between Health Plan Rating 2019 and Health Plan Rating 2021.

For plans with Accredited, Provisional and Interim status as of June 30, 2021. Individual measures, sub-composites and composites will continue to be scored and displayed during HPR 2021 performance data (i.e., MY 2020 data for all plans). Refer to the NCQA Health Plan Ratings Methodology for details about the Special Overall Rating Policy.

For 2021, Dean Health Plan scored a 4 or a 5 out of 5 on the following Commercial consumer experience survey questions in NCQA’s Health Plan Ratings 2021-2022:

2021 member satisfaction survey
NCQA rating out of 5
 Getting care easily4
 Getting needed care4
 Rating of specialists4
 Coordination of care5
 Annual flu vaccine4

Quality of Care

HEDIS ratings

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

The measures were created by the National Committee for Quality Assurance (NCQA) so employers, individuals and families have information they can use to compare health plans’ performance.

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.

For 2021, Dean Health Plan was rated a 4 or 5 out of 5 on the following Commercial quality measures in NCQA’s Private Health Insurance Plan Ratings 2021–2022:

Prevention & screening
NCQA  rating out of 5
Childhood immunizations5
Adolescent immunizations5
Prenatal care4
Postpartum care 5
Cervical cancer screening5
Colorectal cancer screening5
Weight assessment & counseling for children/adolescents: BMI percentile assessment4
Diabetes care 
Diabetes - blood pressure control5
Diabetes - eye exams5
Diabetes - glucose control4
Patients with Diabetes - receive statins4
Patients with Diabetes - staying on statins5
Heart disease

 Patients with cardiovascular disease - staying on statins 5
Controlling high blood pressure

Appropriate testing and care for children with a sore throat
Appropriate treatment for upper respiratory infection
Use of imaging studies for low back pain
Steroid after hospitalization for acute COPD
Avoiding opioids from multiple prescribers and pharmacies
Behavioral health & AOD services

Care for children adolescents on antipsychotics
Follow-up after hospitalization for mental illness - within 7 days
Follow-up after emergency department visit for alcohol & other drug abuse or dependence - within 7 days
Antidepressant medication management