CAHPS Health Plan Survey 5.1H, Adult Version (CPA)

This measure provides information on the experiences of commercial and Medicaid members with the organization and gives a general indication of how well the organization meets members’ expectations. Results summarize member experiences through ratings, composites and question summary rates.

Four global rating questions reflect overall satisfaction:

Rating of All Health Care.
Rating of Health Plan.
Rating of Personal Doctor.
Rating of Specialist Seen Most Often.

Five composite scores summarize responses in key areas:

Claims Processing (commercial only).
Customer Service.
Getting Care Quickly.
Getting Needed Care.
How Well Doctors Communicate.

NCQA’s Healthcare Effectiveness Data and Information Set (HEDIS) is the premier tool for monitoring the quality of health plan care. HEDIS Volume 3: Specifications for Survey Measures includes surveys and protocols for the CAHPS 5.1H Survey. Order HEDIS Volume 3: Specifications for Survey Measures today. To learn more about CAHPS, visit the Agency for Healthcare Research and Quality (AHRQ) visit the website at: https://www.ahrq.gov/cahps

Historical Results – National Averages

expand all

Adult Survey: Rating of All Health Care (8+9+10)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	74.2	73.5	75.8	–	–
2022	75.2	75.2	74.6	–	–
2021	77.1	76.7	75.4	–	–
2020	80.0	80.3	77.6	–	–
2019	79.6	79.6	76.4	§	§
2018	78.1	77.9	75.3	–	–
2017	77.5	76.2	74.6	–	–
2016	77.2	76.8	74.4	–	–
2015	77.4	76.5	73.5	85.6	89.2
2014	78.2	76.7	72.5	85.9	89.2
2013	78.4	76.5	71.3	86.5	89.6
2012	77.3	75.1	70.8	86.4	89.3
2011	77.6	76.2	69.9	86.5	89.3
2010	76.6	75.6	68.9	86.2	88.9
2009	74.9	74.3	67.3	84.2	87.0
2008	75.2	75.0	68.2	84.6	87.2
2007	73.8	73.6	67.1	84.4	86.2
2006	73.6	75.1	65.6	87.2	89.3
2005	77.9	80.8	72.8	92.5	95.2
2004	77.6	–	72.6	91.8	–
2003	76.2	–	72.1	91.0	–
2002	75.2	–	71.6	91.6	–

Adult Survey: Rating of Health Plan (8+9+10)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	64.9	64.5	77.7	–	–
2022	65.3	65.9	77.7	–	–
2021	66.7	67.7	78	–	–
2020	68.0	68.5	78.3	–	–
2019	66.8	67.2	78.5	§	§
2018	65.1	62.6	77.6	–	–
2017	63.6	60.3	77.0	–	–
2016	63.4	59.4	75.9	–	–
2015	64.1	59.5	75.0	86.4	86.1
2014	66.1	59.7	75.1	86.5	86.3
2013	67.6	60.3	74.7	87.8	87.7
2012	65.3	57.9	73.5	88.3	87.9
2011	66.1	58.4	73.5	88.5	87.7
2010	64.2	58.6	72.4	87.5	86.6
2009	62.7	57.3	70.7	84.4	81.9
2008	64.3	59.7	72.7	85.5	83.8
2007	61.9	56.8	70.7	85.9	82.6
2006	63.0	59.5	70.1	86.7	84.1
2005	65.2	67.1	71.9	87.7	84.2
2004	64.1	–	71.2	85.2	–
2003	61.8	–	69.9	81.4	–
2002	61.3	–	69.3	85.9	–
2001	61.8	–	51.4	86.6	–
2000	59.3	–	–	–	–

Adult Survey: Rating of Personal Doctor (8+9+10)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	84.8	85	83.3	–	–
2022	84.7	85.2	82.4	–	–
2021	85.4	85.8	82.4	–	–
2020	86.2	86.6	83.2	–	–
2019	87.1	87.3	83.5	§	§
2018	85.3	85.4	82.1	–	–
2017	84.9	84.6	81.4	–	–
2016	84.7	84.6	81.2	–	–
2015	84.5	84.4	80.2	92.6	94.6
2014	84.7	84.7	79.8	92.7	94.6
2013	85.2	84.6	78.8	92.9	94.5
2012	84.2	83.2	78.4	92.9	94.2
2011	83.9	83.2	77.1	92.9	94.1
2010	83.2	82.8	76.4	92.6	94.0
2009	82.2	81.9	75.6	92.0	93.1
2008	81.9	82.0	76.2	92.3	93.2
2007	81.0	82.0	82.0	92.0	93.1
2006	81.1	83.0	75.6	92.4	93.9
2005	77.1	78.8	77.2	91.7	94.5
2004	77.0	–	77.0	91.1	–
2003	76.2	–	76.8	90.3	–
2002	75.0	–	76.0	90.2	–
2001	74.6	–	59.4	90.0	–
2000	74.3	–	–	–	–

Adult Survey: Rating of Specialist Seen Most Often (8+9+10)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	83.8	83.6	82.5	–	–
2022	84	84.3	81.4	–	–
2021	85	84.9	83.5	–	–
2020	86.7	86.2	83.6	–	–
2019	85.9	86.4	83.9	§	§
2018	84.2	84.6	82.3	–	–
2017	84.7	83.6	82.1	–	–
2016	84.6	83.8	81.0	–	–
2015	83.9	83.3	80.4	90.7	93.0
2014	84.2	83.7	80.5	90.7	93.1
2013	84.6	83.8	80.4	90.6	92.8
2012	83.9	82.4	79.4	90.9	93.0
2011	83.2	82.1	77.7	91.3	92.7
2010	82.3	81.6	76.9	90.9	92.8
2009	80.9	80.9	76.4	89.8	91.9
2008	81.0	81.0	76.4	89.8	91.7
2007	80.4	80.7	75.8	89.7	91.6
2006	79.9	81.0	75.2	90.6	92.7
2005	78.1	80.3	76.2	90.4	93.1
2004	77.8	–	76.0	89.5	–
2003	77.1	–	75.1	89.4	–
2002	76.0	–	74.1	89.6	–
2001	76.3	–	58.7	89.7	–
2000	76.3	–	–	–	–

Adult Survey: Customer Service (Usually + Always)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	88.5	–	89.1	–	–
2022	88.7	88.4	89.2	–	–
2021	89.7	91.8	88.9	–	–
2020	89.6	89.9	88.9	–	–
2019	90.2	90.5	89.3	§	§
2018	89.1	89.5	88.8	91.9	92.6
2017	88.4	88.6	88.3	91.6	92.4
2016	88.2	88.0	88.2	91.5	92.7
2015	87.5	87.5	87.5	87.3	89.9
2014	87.8	86.3	87.1	87.4	89.0
2013	88.3	86.1	86.5	87.0	90.0
2012	88.2	86.0	86.2	88.4	89.8
2011	86.1	82.2	80.4	88.3	88.5
2010	84.5	83.0	79.7	88.5	88.7
2009	84.2	82.4	79.5	86.5	–
2008	83.8	82.6	80.1	86.6	90.0
2007	82.7	80.7	79.1	86.7	84.5
2006	82.6	80.3	75.1	–	–

Adult Survey: Getting Care Quickly (Usually + Always)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	79.4	83.2	80.4	–	–
2022	80	82.7	80.4	–	–
2021	82.6	84.9	80.2	–	–
2020	85.8	87.3	81.8	–	–
2019	85.6	86.6	82.4	§	§
2018	84.4	85.9	82.0	87.9	91.4
2017	84.8	85.7	82.1	88.0	91.6
2016	84.5	85.6	81.8	87.9	91.7
2015	84.6	85.8	80.1	86.0	89.6
2014	85.5	86.2	80.7	86.6	89.7
2013	86.7	86.9	81.0	87.3	90.0
2012	86.0	86.7	81.2	87.6	89.8
2011	86.2	87.0	80.3	87.8	90.1
2010	86.5	87.1	80.6	88.1	90.6
2009	86.4	87.3	79.5	86.7	88.4
2008	86.3	87.2	80.1	86.3	88.9
2007	85.9	87.0	80.2	86.7	88.5
2006	86.1	87.1	78.7	87.2	89.5
2005	79.6	80.4	71.8	84.5	85.4
2004	79.3	–	72.3	84.2	–
2003	78.6	–	70.8	83.4	–
2002	77.6	–	71.9	81.9	–
2001	79.7	–	77.2	87.2	–
2000	78.3	–	–	–	–

Adult Survey: Getting Needed Care (Usually or Always)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	81.4	82.1	81.5	–	–
2022	81.9	83.2	81	–	–
2021	83.8	85	81.9	–	–
2020	87.1	88.8	83.6	–	–
2019	86.8	87.8	83.0	§	§
2018	85.4	87.4	82.5	86.8	91.4
2017	86.2	87.2	82.4	87.1	91.5
2016	86.3	87.6	82.0	87.1	91.7
2015	86.3	87.9	80.4	86.6	90.9
2014	87.4	88.4	80.8	87.1	91.1
2013	87.9	88.3	80.5	87.9	91.8
2012	87.3	88.5	80.6	89.1	92.3
2011	85.5	86.2	75.5	89.4	92.6
2010	86.2	86.6	76.0	89.9	92.8
2009	85.4	86.3	75.0	89.1	91.3
2008	85.3	86.4	75.7	88.6	90.8
2007	84.2	85.3	75.2	88.8	91.0
2006	84.2	85.3	74.2	89.3	91.7

Adult Survey: How Well Doctors Communicate (Usually + Always)

Measurement Year	Commercial HMO	Commercial PPO	Medicaid HMO	Medicare HMO	Medicare PPO
2023	94.9	95.2	93	–	–
2022	95	95.5	92.5	–	–
2021	95.2	95.7	92.5	–	–
2020	95.7	96.2	92.2	–	–
2019	95.7	96.1	93.2	§	§
2018	95.1	95.6	92.0	94.4	96.5
2017	95.0	95.5	91.6	94.3	96.2
2016	95.1	95.6	91.4	94.2	96.5
2015	95.0	95.5	90.7	94.0	95.9
2014	95.1	95.5	90.7	94.1	95.9
2013	94.9	95.2	89.5	94.3	95.8
2012	94.4	95.0	89.3	94.2	95.7
2011	94.0	94.6	87.8	94.2	95.5
2010	93.9	94.6	87.8	94.2	95.5
2009	93.4	94.2	87.0	93.5	94.6
2008	93.2	94.0	87.2	93.6	94.5
2007	92.8	93.8	86.7	93.6	94.9
2006	92.8	93.7	86.3	93.5	95.0
2005	92.1	92.8	85.9	94.0	95.4
2004	92.0	–	86.2	93.7	–
2003	91.5	–	85.7	93.3	–
2002	91.0	–	85.7	93.2	–
2001	90.7	–	85.8	93.1	–
2000	89.9	–	–	–	–

§ Not available due to CMS suspension of data reporting during COVID-19 pandemic.

This State of Healthcare Quality Report classifies health plans differently than NCQA’s Quality Compass. HMO corresponds to All LOBs (excluding PPO and EPO) within Quality Compass. PPO corresponds to PPO and EPO within Quality Compass.

Figures do not account for changes in the underlying measure that could break trending. Contact Information Products via my.ncqa.org for analysis that accounts for trend breaks.

Note: Medicare member experience with the organization is assessed through the Medicare CAHPS survey. The Medicare CAHPS survey is administered by CMS on behalf of Medicare Advantage (MA) plans.

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