CAHPS Survey

A health care experience survey from Chorus Community Health Plans (CCHP) and Press Ganey may be coming to your mailbox soon. If you receive the survey, please consider completing it. Your feedback helps us improve our services and continue supporting our members.

Will all CCHP members receive this survey?

No. Only some members will receive the survey. We want you to be aware of it in case you are chosen. This survey is important because it helps us make improvements. If you have had a medical visit in the past six months, you may be selected to receive it.

How do I fill out the survey? 

You can fill out the survey a few different ways:

• Complete the paper copy and mail it in using the pre-paid envelop.
• Scan the QR code on the letter. Log in using the username and password given.
• Visit sphsurvey.com to complete the survey online. Log in using the username and password given.
• Call Press Ganey (or wait until they call you) to complete it over the phone.

Is the survey anonymous? 

Yes. CCHP will not know who completed a survey.                                                                                      

How are survey answers used?

Your answers help CCHP make our services better. They show us how members feel about our customer service and help us understand what we are doing well. They also tell us how much members value the doctors and clinics in our network.

I have not received the survey yet, when should I expect it?

Surveys will be mailed in February. If you were chosen to complete the survey, it should be in your mailbox within a week.

What is the difference between member experience and member satisfaction?

Member experience and member satisfaction are not the same. A member experience survey asks about what actually happened during your care. It focuses on things like how well your doctor talked with you, if you understood your medicine instructions and how well your care was organized. A member satisfaction survey asks how happy you felt about your care.

Member experience surveys look at the facts of your visit, not your feelings about it.

Should I complete the survey right away when I receive it?

Yes. Complete the survey as soon as you receive it. You will avoid more reminders and phone calls this way.

How long will the survey take?

The survey should take under 20 minutes.

Is there an incentive for completing the survey?

No, we are not allowed to give incentives to members that complete the CAHPS survey.