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.

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 specialists5
 Rating of all health care4
Coordination of care4
Annual flu vaccine4

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 immunizations5
Adolescent immunizations4
Prenatal immunizations5
Prenatal care5
Postpartum care4
Breast cancer screening4
Cervical cancer screening5
Colorectal cancer screening4
Weight assessment & counseling for children/adolescents: BMI percentile assessment5
Diabetes care 
Patients with diabetes - blood pressure control5
Patients with diabetes - eye exams5
Patients with 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 pressure5
Appropriate testing and care for children with a sore throat5
Appropriate treatment for upper respiratory infection5
Appropriate antibiotics use for acute bronchitis4
Steroid after hospitalization for acute COPD4
Behavioral health & AOD services
Follow-up after hospitalization for mental illness – within 7 days4

Follow-up after emergency department visit for mental illness – within 7 days

Follow-up after emergency department visit for substance abuse disorder – within 7 days5
Patients with new episode of depression – medication adherence for 6 months4

Adherence to antipsychotic medications for individuals with schizophrenia


Patients with opioid use disorder – medication adherence for 6 months

First-line psychosocial care for youth on antipsychotic medications4

Appropriate use of imaging studies for low back pain