The State of Maryland Department of Health (MDH) contracts with the Center for Study of Services (CSS), a National Committee for Quality Assurance (NCQA)-certified survey vendor, to administer and report the results of the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) 5.0H Adult Medicaid Survey. The purpose of the survey is to assess members’ experience with MedStar Family Choice.
MedStar Family Choice reviews the survey results annually. Based on MedStar Family Choice's results, the Quality Improvement Department recommends the following interventions to improve member experience.
Proposed interventions for 2026:
- Improve Urgent Care access and usage through usage through focus groups, flyers with information on Urgent Care expansions, and messaging to members .
- Improve member access to care through education for members on how to access care, collaborate with provider offices to address barriers, and continue to share information on when to seek urgent care versus routine care.
- Improve customer service by collaborating with the call centers to provide feedback and education to ensure they have the most updated information to share with members.
Click here for a copy of the State of Maryland's Report for the 2025 Adult CAHPS Member Survey.
Click here for a copy of the State of Maryland's Report for the 2025 Child CAHPS Member Survey.
Information current as of: