Member satisfaction
CAHPS Survey
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.
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 in 2023:
2023 member satisfaction survey | NCQA rating out of 5 |
| Rating of specialists | 5 |
| Rating of all health care | 4 |
| Coordination of care | 4 |
| Annual flu vaccine | 4 |
Quality of Care
HEDIS ratings
For 2023 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 2023:
Prevention & screening | NCQA rating out of 5 |
| Childhood immunizations | 5 |
| Adolescent immunizations | 4 |
| Prenatal immunizations | 5 |
| Prenatal care | 5 |
| Postpartum care | 4 |
| Breast cancer screening | 4 |
| Cervical cancer screening | 5 |
| Colorectal cancer screening | 4 |
| Weight assessment & counseling for children/adolescents: BMI percentile assessment | 5 |
| Diabetes care | |
| Patients with diabetes - blood pressure control | 5 |
| Patients with diabetes - eye exams | 5 |
| Patients with diabetes - glucose control | 4 |
| Patients with diabetes - receive statins | 4 |
| Patients with Diabetes - staying on statins | 5 |
Heart disease | |
| Patients with cardiovascular disease - staying on statins | 5 |
| Controlling high blood pressure | 5 |
| Treatment | |
| Appropriate testing and care for children with a sore throat | 5 |
| Appropriate treatment for upper respiratory infection | 5 |
| Appropriate antibiotics use for acute bronchitis | 4 |
| Steroid after hospitalization for acute COPD | 4 |
| Behavioral health & AOD services | |
| Follow-up after hospitalization for mental illness – within 7 days | 4 |
Follow-up after emergency department visit for mental illness – within 7 days | 4 |
| Follow-up after emergency department visit for substance abuse disorder – within 7 days | 5 |
| Patients with new episode of depression – medication adherence for 6 months | 4 |
Adherence to antipsychotic medications for individuals with schizophrenia | 5 |
Patients with opioid use disorder – medication adherence for 6 months | 4 |
| First-line psychosocial care for youth on antipsychotic medications | 4 |
Other | |
| Appropriate use of imaging studies for low back pain | 4 |