Member Satisfaction with Getting Needed Care Improves

Fall 2016


Results of the 2016 Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Medicaid adult survey show substantial gains in member satisfaction with Getting Needed Care. Neighborhood’s performance on Getting Needed Care improved in rating from the 33rd to the 95th Quality Compass percentile for Medicaid plans nationally. Specifically, member satisfaction improved with access to specialty care appointments and ease of getting needed care, tests and treatment. Such gains are notable when considering both Neighborhood and its providers have been serving over 30,000 new adult Medicaid members since 2014.

Satisfaction with Neighborhood also remains high and in the 90th percentile for the thirteenth year in a row with over eight in ten members (82.16%) rating Neighborhood an 8, 9 or 10. Over eight in ten members also continue to rate their Personal Doctor (81.69%) an 8, 9 or 10 on a zero to ten scale.

This year’s survey results also revealed some areas needing improvement:

  • Member satisfaction with Rating of Specialist declined from 85.19% in 2015 to 77.72% in 2016 and now rates in the 10th percentile.
  • Access to urgent care needed right away in a clinic, emergency room, or doctor’s office decreased from 87.06% to 80.95% and declined in rating from the 75th to the 25th percentile.

As required by NCQA, Neighborhood surveyed a random sample of adult Medicaid members in spring 2016. The survey was administered to 2,160 members with a total of 22.4% of members responding. Over four in ten (42%) of the respondents were Medicaid Expansion members. Results show new Medicaid Expansion members are finding their experience with the Plan satisfactory with 96.7% likely to recommend Neighborhood to family or friends.

Neighborhood wishes to thank its provider community for continued efforts to provide timely access to both urgent and routine care, providing treatment when needed and facilitating specialty care.

The next CAHPS® survey will be administered in spring 2017 to both adults and parents of children.


The source for data contained in this publication is Quality Compass 2016® and is used with the permission of the National Committee for Quality Assurance (NCQA). Quality Compass contains certain CAHPS data. Any data display, analysis, interpretation, or conclusion based on data is solely that of the authors, and NCQA specifically disclaims responsibility for any such display, analysis, interpretation, or conclusion. Quality Compass is a registered trademark of NCQA. CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ).