CAHPS (Consumer Assessment of Healthcare Providers and Systems)

Horizon NJ Health participates in the annual CAHPS member survey. Results of the survey are used to guide the plan’s quality improvement activities. 

While we saw improvements, Horizon NJ Health strives to further excel overall. Some areas identified as opportunities for improvement were Rating of Personal Doctor and Providing Needed Information. We are thankful for your continued effort to provide excellent service to our members, your patients. If you would like more details on the Horizon NJ Health Member Satisfaction Survey, please call the Physician and Health Care Hotline at 1-800-682-9091.

In an effort to be a culturally diverse and health literate company, all Horizon NJ Health member materials are available in English and Spanish. Translators are also available during member visits to providers. Members may request translation services by calling Member Services at 1-800-682-9090 (TTY 711). Providers should be aware of any cultural, language, visual, auditory or religious factors affecting a member’s care. This information should be noted in the member’s medical record. Sensitivity to these factors, which can affect members’ care, will help improve health outcomes while decreasing health disparities.

One easy means of improving communication between a provider and member is to have the member write down questions prior to the visit. Horizon NJ Health promotes the use of the Ask Me 3 program. Distribute copies of this worksheet with your office forms at the start of each visit. This form can be an effective tool to drive conversion and ensure a member understands his or her health issues and your instructions.

For more information on CAHPS, please visit the Agency for Healthcare Research and Quality for copies of all CAHPS surveys to assess experiences with health care.

2021 Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Survey Results
(Each year CAHPS reports on the past year.)

These surveys cover topics that are important to consumers and focus on different areas of quality that consumers have experience with, such as the communication skills of providers and ease of access to health care services.

2021 CAHPS Results: Medicaid Adult 2021 Results 2021 National Average
Getting Needed Care Composite (always/usually response) 80.8% 83.58%
Getting Care Quickly Composite (always/usually response) 80.6% 81.83%
Customer Service Composite (always/usually response) 90.0% 88.94%
How Well Doctor’s Communicate (always/usually response) 93.0% 92.17%

 

2021 CAHPS Results: Medicaid Child 2021 Results 2021 National Average
Getting Needed Care Composite (always/usually response) 76.7% 85.65%
Getting Care Quickly Composite (always/usually response) 77.9% 86.9%
Customer Service Composite (always/usually response) 81.3% 88.32%
How Well Doctor’s Communicate (always/usually response) 91.1% 94.39%

CAHPS® is a registered trademark of the Agency of Healthcare Research and Quality.

An Independent Licensee of the Blue Cross Blue Shield Association.

The composites consist of several questions that roll up to form the composite score. Questions that feed into the composites have four answer categories – Always, Usually, Sometimes and Never. Generally, the percentages represent the percent of people who rated a question “Always” or “Usually”. In addition, national benchmarks are shown for comparison purposes.

Customer Service

  • Getting information/help from customer service
  • Treated with courtesy and respect by customer service staff

Getting Care Quickly

  • Obtained needed care right away

Getting Needed Care

  • Ease of getting care, tests or treatment needed
  • Obtaining appointment with specialist as soon as needed

How Well Doctors Communicate

  • Doctors explained things in an understandable way
  • Doctors listened carefully to you
  • Doctors showed respect for what you had to say
  • Doctors spent enough time with you