Feedback from our members is an important part of assessing our performance and serves as an indication of where improvement may be needed.

For the above reason, the Centers for Medicare & Medicaid Services (CMS) conducts two surveys* on an annual basis to collect information on beneficiaries' opinions on their health and the services provided by their primary care physician (PCP) and health plan. The 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 April and July.

Results from the CAHPS and HOS are tied into a Medicare 5-Star rating system, with five stars being the highest score a plan can achieve and one being the lowest. CarePlus has earned 5 out of 5 stars in 2020 for our performance in 2019. This achievement marks the second year in a row and the third 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.