Sharing your experiences helps improve your care

It’s almost time for the Consumer Assessment of Healthcare Providers and Systems, an anonymous annual survey that measures patient experiences with the healthcare system, which includes providers, healthcare facilities, and health plans such as those offered by PacificSource. Patient experiences include communication with healthcare providers, the ability to schedule timely appointments, coordinated care from doctors and nurses, and easy access to information.

Survey results help health insurance companies like PacificSource identify our strengths and weaknesses, as well as where improvement is needed. If you’re a PacificSource member who’s randomly chosen to take the survey, we hope you participate. Responses are confidential, and your feedback could influence long-lasting healthcare improvements.

If chosen to participate, commercial (individual/family or group health plan) members will receive surveys from our partner, Press Ganey, sometime during the first quarter of 2024. Medicaid members will receive surveys on behalf of the Oregon Health Authority in early 2024. Medicare members will receive surveys from Press Ganey on behalf of the Centers for Medicare & Medicaid Services in early March.

CAHPS survey results are very important to us, as they are one of the biggest contributors to Medicare star ratings. Most importantly, survey results help us and providers improve the services and care our members receive. Feedback from previous years has led to changes to our drug list to lower the tier on many frequently prescribed medications, streamlined Explanation of Benefits statements, the development of an easy-to-use PacificSource app, and other innovations.

You may receive this survey in the mail or via email. We hope you will complete it. If you don’t want to complete the survey, that’s okay, but know that we are required to follow-up with you. If you have questions about the survey, please call the phone number on the cover letter you receive. You’re welcome to call us too, but we are trying to keep the survey anonymous.