2009 CAHPS^® Results

Combined responses are reported for HMO Illinois and BlueAdvantageSM HMO members.

Getting Needed Care:
85 percent of members said it was always or usually easy to receive the care they needed and get appointments with specialists.

Getting Care Quickly:
82 percent of members said they always or usually got the care or appointment they needed in a timely way.

How Well Doctors Communicate:
89 percent of members said their doctors always or usually explained things in an understandable way, spent enough time, showed respect and listened carefully to them.

Customer Service:
89 percent of members said they always or usually got the help needed and were treated with respect by customer service.

Claims Processing:
89 percent of members said that the HMO always or usually handled their claims correctly and within a reasonable time.

Rating of All Health Care:
72 percent of members reported high levels of satisfaction with their care.

Rating of Personal Doctor:
76 percent of members reported high levels of satisfaction with their personal doctor.

Rating of Specialist Seen Most Often:
73 percent of members reported high levels of satisfaction with the specialist seen most often.

Rating of Health Plan:
66 percent of members reported high levels of satisfaction with their health plan.

Results are rounded to the nearest percentage. Except for the ratings questions (the last four items), reported results are averages of the scores of the relevant questions.