At CarePlus, our goal is for you to have positive experiences with the services provided by your health plan and doctors.

Surveys help us learn if we are doing a good job for you. The Centers for Medicare & Medicaid Services (CMS) administers two surveys to collect feedback about your experiences. These surveys let CMS know if we are carrying out our responsibilities as a health plan by managing your health care needs. The surveys are called the Consumer Assessment of Healthcare Providers and Systems (CAHPS) and the Health Outcomes Survey (HOS).

The Consumer Assessment of Healthcare Providers and Systems (CAHPS)

This survey addresses topics regarding your experiences with your PCP and health plan, such as the amount of time it takes to get needed care from your PCP or how you would rate our customer service. CMS administers the CAHPS survey between March and June every year.

The Health Outcomes Survey (HOS)

This survey evaluates our capability to maintain or improve the physical and mental health of our members over time. The administration timeframe for HOS is between August and November.

Results from the CAHPS and HOS are tied into Medicare's 5-star rating system, with five stars being the highest score a plan can achieve and one star being the lowest. CarePlus has earned 5 out of 5 stars in 2021 for our performance in 2019 and again in 2022 for our performance in 2020. This achievement marks the fourth year in a row and the fifth time overall that CarePlus achieved a 5-star rating. An overall 5 out of 5 star rating is the highest possible overall rating based on plan quality and performance.

Although CMS takes into account many different criteria, CAHPS and HOS played a large role in our achievement, so we would like to share the below results as they reflect our efforts in helping our members lead healthier, happier, and more productive lives.

* Please note that CMS selects survey participants at random, so not all CarePlus members will participate in the surveys. CAHPS and HOS are initially distributed by mail and conclude with telephone-assisted surveys for participants who do not respond.