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 2025
-
Improve health plan provider network through polling questions at CAB meetings, focus groups, and feedback from health care provider offices to identify areas of opportunity.
-
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 on when to seek urgent care versus routine care.
-
Improve the ability of health plan customer service to provide necessary information of help by continuing to identify areas of improvement for customer service calls and promote Health Life portal engagement.
Click here for a copy of the State of Maryland's Report for the 2024 Adult and Child CAHPS Survey.
Information current as of: