Member Satisfaction

It is important for providers to know if members are satisfied with the care and services received. Community Care contracts with Press Ganey to conduct an annual Member Satisfaction Survey using a modified version of the Experience of Care and Health Outcomes (ECHO) Survey. Overall, the 2025 Member Satisfaction Survey, which is based on care received in 2024, reflected high member satisfaction in several areas. With satisfaction rates at or above 90%, members and families responded that providers:

  • Respected what members had to say
  • Spent enough time with members
  • Made members feel safe during counseling or treatment
  • Fully respected members’ needs related to race, culture, language, religion, and ethnicity

The Telehealth category received some of the highest satisfaction ratings, with more than 93% of children and adults reporting satisfaction with this type of service. Another category reflecting high rates of satisfaction was the Community Care Behavioral Health category, with about 90% of members reporting no delays in counseling or treatment while waiting for approval of services by Community Care.

In 2025, Community Care identified two opportunities for improvement (OFIs) based upon the Member Satisfaction Survey results. The first OFI, which has been identified in prior years, related to Urgent Access for adults, specifically if members received counseling or treatment as soon as they wanted. The Urgent Access rate of 63.5% for adults did not meet the established goal of 65.9%. The second OFI, newly identified in 2025, was the survey’s Response Rate. With Response Rates of 11.8% for adults and 13.0% for children, Community Care established improvement goals of 12.8% for adults and 14.0% for children.

Community Care will implement the following new or enhanced interventions to address Urgent Access for adults:

  • Network Accessibility Workgroup: In 2021, Community Care established an internal Network Accessibility Workgroup composed of network, clinical, and quality staff. This workgroup synthesized access data and information to recommend contract-specific and company-wide interventions aimed at improving access to BH providers. This workgroup is piloting projects related to network expansion, including conducting financial analysis of various incentive programs/rate increases, exploring opportunities around the use of integrated, virtual and nontraditional care models, and innovation around recruitment (Community Care Recruitment Brochure.pdf). A recent intervention by this workgroup included Community Care sending letters to in‑network providers to recognize their value to the network, thank them for delivering essential services, and solicit feedback. This group meets regularly to monitor access trends and develop targeted interventions.
  • Network Growth: Community Care experienced a net increase of 1,265 providers or provider sites to the network from August 2024 to August 2025, significantly expanding access to care for members across the region.
  • Provider Alert, Notification Requirements: A provider alert was issued May 2, 2025, reminding providers of their contractual obligation to notify Community Care when they are unable to accept members or meet the required timeframes for initiating services. (Provder-Alert-8-Notification-Requirements-for-Appointment-Access.pdf).

  • ePortal, Appointment Availability: The Network Accessibility Workgroup, in December of 2023, developed an availability survey via the ePortal to assess access with ambulatory child and adolescent providers prompting them to answer whether they have capacity to see new members in the next 30 days. Effective November 25, 2024, Community Care introduced Appointment Availability enhancements for agencies completing the availability survey. These enhancements are now linked in real time to the member-facing search function. (Provider Alert #2: Appointment-Availability-–-Online-Provider-Directory.pdf).

Additionally, Community Care continues to implement access-focused interventions established prior to 2023, with sustained positive impacts. These include conducting Welcome Calls to all new members with SDoH screening and resource sharing, assisting members with scheduling care, and triaging calls to ensure members receive timely care. Clear access standards and contact pathways are communicated through member materials, advisory meetings, webpages, and provider manuals to ensure members can obtain timely medical and behavioral health services.

To address the Response Rate, Community Care published an article in the Fall 2025 Foundations Member Newsletter (Foundations | Volume 14, Issue 2 | Fall 2025) to raise awareness and assure members that their voice matters and that the survey provides a valuable opportunity to share their thoughts and experiences.

As part of its data analysis, Community Care further evaluates member satisfaction through statistical testing of results by race, ethnicity, and language. This analysis identified a disparity in which Hispanic and Spanish‑speaking members were significantly less likely to be aware of available services. To address this issue, members receive a handbook outlining how to access services, including a dedicated Spanish Member Line, and both Community Care staff and providers have access to spoken and written translation services, with enhanced reimbursement available for interpretation. Cultural competency is further monitored through member complaints and the Provider Performance Issues process, with quality improvement plans required when concerns are identified. In addition, providers were notified in 2025 about the availability of “I Speak” cards, which are cards that can be displayed in provider offices to ensure support to members with Limited English Proficiency (LEP) in obtaining the behavioral health services they need. “I Speak” cards indicate that the bearer does not speak English well and is requesting a qualified interpreter; this intervention better supports members with LEP (Provider-Alert #14-I-Speak-Cards.pdf). 

Community Care thanks providers for their efforts to increase members' satisfaction. If you have any thoughts, ideas, or comments please call your provider representative.