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Health insurers regularly survey their members to ask them about their health care
experiences. These surveys include questions about the ease of getting needed
medical care and the courtesy and respect of customer service staff. These surveys
also ask members to rate the overall health care quality provided by their health
insurer. The scores are based on the answers that members provide on those surveys.
Getting needed care without delayThis rating looks at the percentage of members 18 years and older who responded they “always” got care as soon as they thought they needed.
Courtesy and respect of customer service
This rating looks at the percentage of members 18 years and older who responded they “always” were treated with courtesy and respect from customer service.
Overall rating of health care quality
This rating looks at the percentage of members 18 years and older who rated all their health care in the last 12 months a 9 or 10, where 0 is the worst health care possible and 10 is the best health care possible.
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