Medicare Experience Survey
Give your feedback to help us build the best health plan for you.
About the survey
The Medicare Experience Survey gives us a chance to gather valuable feedback about your experience with your health plan and how we can improve. You can share your thoughts on different aspects of your plan, including getting information from customer service, accessing care, filling prescriptions and overall satisfaction. You can make a difference by taking a moment to give your feedback. We look forward to your thoughts on how we can continue to improve our health plans for all members.
Why should I take the survey?
By filling out the survey and sending it back, you'll help us improve our health plans, benefits and member resources. Our goal is to deliver the best experience possible. The feedback collected from the survey will also help the Centers for Medicare and Medicaid Services (CMS) evaluate our overall performance as a health plan. Results from the survey are used for Star Ratings. These ratings help you make an informed choice about your health coverage.
When does it happen?
The survey occurs annually from March – May. During that time, you may receive the Medicare Member Experience Survey in the mail or through email. You'll also receive follow-up reminders to complete the survey, including phone calls. If you're selected for the survey, it will arrive from CMS through our survey vendor Press Ganey. This survey is anonymous and confidential.
Who's eligible to take the survey?
Aspirus Health Plan Medicare Advantage plan members are randomly selected to participate in the survey. Not all members will receive the survey.
Survey tips
Use these helpful survey taking tips if you receive the Medicare Member Experience Survey.
- Tip #1: Some of the questions ask you to rate on a scale from 0 – 10. We hope the services and support we provided you have earned us a 10.
- Tip #2: You can skip any questions that may not apply to you
- Tip #3: Respond based on your experience in the specific timeframe. Some questions ask about your experience within the last six months.
- Tip #4: Aspirus Health Plan does not receive individual member feedback, so if you have an issue or need immediate assistance, it's best to call customer service directly
Sample questions
In the last six months, when you needed care right away, how often did you get care as soon as you needed?
- Never | Sometimes | Usually | Always
In the last six months, how often did you get an appointment for a check-up or routine care as soon as you needed it?
- Never | Sometimes | Usually | Always
Using any number from 0 – 10, where zero is the worst health plan possible and 10 is the best health plan possible, what number would you use to rate your health plan?
- 0 | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10
In the last six months, did you get information or help from your health plan's customer service?
- Yes | No*
If yes, in the last six months, how often did your health plan's customer service give you the information or help you needed?
- Never | Sometimes | Usually | Always
If yes, in the last six months, how often did your health plan's customer service staff treat you with courtesy and respect?
- Never | Sometimes | Usually | Always
*If you choose "no," the following questions will not apply to you therefore you can skip these questions.
In the last six months, how often was it easy to use your prescription drug plan to get the medicines your doctor prescribed?
- Never | Sometimes | Usually | Always | I did not use my prescription drug plan to get any medicines in the last six months
In the last six months, did you ever use your prescription drug plan to fill a prescription by mail?
- Yes | No*
If yes, in the last six months, how often was it easy to use your prescription drug plan to fill a prescription by mail?
- Never | Sometimes | Usually | Always
*If you choose "no," the following questions will not apply to you therefore you can skip these questions.
Changes we've made from past surveys
Check out how we improved our Medicare Advantage plans from your feedback:
Enhanced pharmacy experience
We expanded our support team and created resources to help you have a smoother experience with the mail order pharmacy and get the medications you need. We also increased prescription refills from a 90‑day to a 100‑day supply.
Created new member resources
We enhanced our member resources with new, personalized member guides that include helpful plan information. You'll have a clear view of your plan benefits to easily understand what's included in your coverage. We've also included helpful tips and tools on where to access more member resources to get the most our of your health plan.
Expanded programs and benefits to keep you healthy
We added more programs and services to support your health and well‑being, including health coaching. You can now get personalized guidance to set and achieve your health goals and more. Contact a health improvement specialist for more information on health and wellness programs available to you.