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For more information: Patient Experience Measures from the CAHPS Health Plan Survey (PDF, 308 KB)

Getting Needed Care

Q9          Easy for respondent to get necessary care, tests, or treatment
Q18        Respondent got appointment with specialists as soon as needed

Getting Care Quickly

Q4          Respondent got care for illness/injury as soon as needed
Q6          Respondent got non-urgent appointment as soon as needed

How Well Doctors Communicate

Q12        Doctor explained things in a way that was easy to understand
Q13        Doctor listened carefully to enrollee
Q14        Doctor showed respect for what enrollee had to say
Q15        Doctor spent enough time with enrollee

Health Plan Customer Service

Q22        Customer service gave necessary information/help
Q23        Customer service was courteous and respectful 

Enrollees' Ratings

Q8          Rating of all health care
Q16        Rating of personal doctor
Q20        Rating of specialist
Q26        Rating of health plan