Member Satisfaction among Medicaid Adults Improves

Fall 2018

Results of the 2018 Consumer Assessment of Healthcare Providers and Systems (CAHPS®) Medicaid adult survey show statistically significant (p < 0.05) gains in member satisfaction with Rating of Health Plan and Rating of Health Care.

Satisfaction with Neighborhood remains high and in the 90th percentile for the fourteenth year in a row with over seven in ten members (72.33%) rating Neighborhood a 9 or 10. Over seven in ten members also rate their Personal Doctor (71.09%) or their Specialist (73.75%) a 9 or 10 on a 0 to 10 response scale.

Corresponding with the high member satisfaction with Rating of Health Plan is the high Net Promoter Score (NPS) related to members’ likelihood to recommend Neighborhood to family or friends. The NPS measures the loyalty that exists between the health plan and its members and is calculated by subtracting the proportion of Detractors (members rating their likelihood to recommend the Plan a 0-6) from the Promoters (members rating a 9 or 10). A positive score or NPS above 0 is considered “Good,” +50 is “Excellent,” and above 70 is considered “World Class.” For comparison, the Temkin Group found NPS for Health plans ranged between +2 and +40 with an average of +18 in 2017.

Neighborhood is proud of its exceptional 2018 NPS scores:

  Neighborhood Total

Medicaid Adults

RIte Care Parents Medicaid Expansion Adults Medicaid Adults with Disabilities
% Promoters (9 or 10) 74.64% 77.52% 75.48% 71.28%
% Neutrals (7 or 8) 18.43% 16.28% 18.71% 19.15%
% Detractors (0-6) 6.93% 6.20% 5.81% 9.57%
Net Promoter Score +68 +71 +70 +62


This year’s survey results also revealed Getting Care Quickly as the #1 top priority area needing improvement for the second consecutive year despite modest gains:

  • Member satisfaction with access to appointments for check-ups or routine care increased slightly from 79.80% to 81.56% and continues to rate in the 50th percentile.

As required by the National Quality for Quality Assurance (NCQA), Neighborhood surveyed a random sample of adult Medicaid members in spring 2018. The survey was administered to 3,375 members with a total of 18% of members responding. Over half (56%) of the respondents were Medicaid Expansion members.

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 2019.


The source for data contained in this publication is Quality Compassâ 2018 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).