Member Survey Results. Each year Federal Employees Health Benefits (FEHB) plans with 500 or more subscribers mail the Consumers Assessment of Health Plan Survey (CAHPS) to a random sample of plan members. For Health Maintenance Organizations (HMO)/Point-of-Service (POS) plans, the sample includes all commercial plan members, including non-Federal members. For Fee-for-Service (FFS)/Preferred Provider Organization (PPO) plans, the sample includes Federal members only. The CAHPS survey consists of a set of standardized health plan performance measures that evaluate subscribers' satisfaction with their health plan. Independent vendors certified by the National Committee for Quality Assurance (NCQA) administer the surveys.
Previously, OPM used symbols to indicate whether a plan's ratings on each of the CAHPS measures were: Average, Above Average, or Below Average compared to a national average. This year OPM is reporting each plan's scores on the various survey measures. We now show the percentage of satisfied subscribers on a scale of 0 to 100. Also, we list the national average for each measure. Since we offer both HMO plans and Fee-for-Service /PPO plans we compute a separate national average for each plan type.
Survey findings and member ratings are provided for the following key measures of member satisfaction:
In evaluating plan scores, you can compare individual plan scores against other plans and against the national average for each plan type. Generally, new plans and those with fewer than 500 FEHB subscribers do not conduct CAHPS. Therefore, some of the plans listed in the Guide will not have survey data.