Post-Visit Surveys Support Member Experiences
June 30, 2026
To support quality care, we survey our members about their health care experiences with their primary care providers after routine or sick visits. If you get questions from members who have received our post-visit survey, please encourage them to respond.
How it works
After we receive a claim for a PCP routine or sick visit, Press Ganey emails or mails the post-visit survey to our member. Members receive no more than one survey every six months.
The survey asks members questions that align with topics on two annual Centers for Medicare & Medicaid Services surveys – the Consumer Assessment of Healthcare Providers and Systems (CAHPS®) survey and Health Outcomes Survey. The two CMS surveys contribute to CMS Star Ratings, which rate Medicare Advantage plans on a scale from one to five stars.
The post-visit survey measures six areas of care:
Getting needed care
Getting care quickly
Care coordination
Rating of personal doctor
Rating of health care
How well the doctor communicates
Why measure patient perspectives of care
Positive patient experiences are linked to healthier outcomes, according to the Agency for Healthcare Research and Quality. Good communications and interactions with providers correlate to improved patient adherence to treatment, follow-up with providers and self-management of chronic conditions, according to AHRQ.
How we use survey results
Press Ganey ranks survey results according to national provider performance benchmarks. This helps us track performance, uncover potential barriers to care and prioritize quality improvement efforts for members. Your Provider Performance Enablement representative may discuss survey insights with you.
Learn more: Refer to our Stars Guidebook for more details about patient experiences and Star ratings. You can access it in the Availity® Essentials HealthSpring Medicare Advantage payer space in the Resources section or email your HealthSpring representative to request a copy.
The above material is for informational purposes only and is not a substitute for the independent medical judgment of a physician or other health care provider. Physicians and other health care providers are encouraged to use their own medical judgment based upon all available information and the condition of the patient in determining the appropriate course of treatment. The fact that a service or treatment is described in this material is not a guarantee that the service or treatment is a covered benefit and members should refer to their evidence of coverage for more details, including benefits, limitations and exclusions. Regardless of benefits, the final decision about any service or treatment is between the member and their health care provider.