Member Satisfaction with Customer Service Improves

Results of the 2017 Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Medicaid adult survey show substantial gains in member satisfaction with Customer Service. Neighborhood’s performance on overall Customer Service improved in rating from the 10th to the 75th Quality Compass percentile for Medicaid plans nationally. Specifically, member satisfaction improved significantly (p < 0.05) with being treated with courtesy and respect by the health plan’s Customer Service staff, rising from 91.97% in 2016 to 97.27% in 2017 and improving in rating from the 10th to the 95th percentile.

Doctor with a patient Satisfaction with Neighborhood also remains high and in the 90th percentile for the fourteenth year in a row with two-thirds of members (66.67%) rating Neighborhood a 9 or 10. Nearly seven in ten members also continue to rate their Personal Doctor (69.05%) a 9 or 10 on a zero to ten scale.



This year’s survey results also revealed Getting Care Quickly as the #1 top priority area needing improvement:

  • Member satisfaction with access to appointments for check-ups or routine caredecreased from 80.19% to 79.80% and declined in rating from the 50th to the 33rdpercentile.

As required by the National Committee for Quality Assurance (NCQA), Neighborhood surveyed a random sample of adult Medicaid members in spring 2017. The survey was administered to 3,375 members with a total of 21% of members responding. Over half (54%) of the respondents were Medicaid Expansion members. Results show the Medicaid Expansion members continue to find their experience with the Plan satisfactory with 96.2% likely to recommend Neighborhood to family or friends. Neighborhood is also proud to share 100% of its Rhody Health Partners adult members with disabilities are likely to recommend the health plan 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 2018 to both adults and parents of children.


The source for data contained in this publication is Quality Compass® 2017 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).