Article by Ryan Moore, RMS Research Coordinator –


Our client wanted to know: How can we continue to provide care that aligns with members’ needs and preferences?

RMS recently worked with a managed care plan to administer a member satisfaction survey. Our client wanted to identify areas where the Plan meets or exceeds expectations and where efforts can be targeted for improvement.


The goal of the survey was to get feedback from all of the plan’s members by interviewing them directly or interviewing caregivers who were aware of the care members received.

The survey focus was on areas of improvement for member satisfaction and health outcomes, which included:

  • Communication between staff and members
  • Members’ access to physicians and specialists
  • Members’ familiarity with services
  • Quality of Care Coordination
  • Areas where member needs were not being met


RMS utilized a list of members and caregivers to conduct online and telephone (web-to-phone) surveys. The surveys comprised mainly quantitative multiple choice and Likert-style questions regarding communication and the effectiveness of Care Managers. We included questions from the standardized survey instrument developed by the Consumer Assessment of Healthcare Providers and Systems (CAHPS) program to enable benchmarking against other healthcare providers nationally. Open-ended response options were also incorporated to include more detailed feedback.

RMS’ QualiSight research department utilized multiple methods such as phone calls, email reminders, and repeated follow-ups, to motivate non-responders to participate in the survey. Our efforts ensured that every member had the opportunity to provide valuable feedback.


Based on the information that was gathered, RMS was able to conclude that:

  • The Net Promoter Score for this year is 76, an increase from the score of 74 received the previous year. Both are very high scores. (The Net Promoter Score is a customer loyalty metric derived from having participants rate their likelihood to recommend a company.)
  • Members have trouble obtaining medical appointments due to long wait times and difficulty finding their preferred doctor or specialist.
  • Most respondents stated that, in the last three months, their care plan included all or most of the things that are important to them.
  • Most respondents shared that the staff always explains things in a way that is easy to understand.


The study findings identified opportunities for Care Managers to coordinate internally to improve communication and correspondence with its members, as well as increase members’ ability to reach after hours.

RMS made recommendations that included:

  • Interviewing Care Managers to understand their challenges, and to best position them to provide high-quality services to members.
  • Developing an action plan to improve care coordination and conduct weekly case reviews as a team, as it may help and encourage collaboration and sharing of best practices, as well as help identify unmet needs of members.
  • Enhancing promotion of the “Choose Health” program to increase member awareness of the resources available to them.

When following these recommendations, Care Managers can better collaborate, share best practices, and identify unmet needs. Additionally, making improvements based on member feedback, shows a commitment to improving the services and experiences of members, which can demonstrate integrity and help them stay competitive in the healthcare market.

By collecting data on member satisfaction, can better understand the effectiveness of the care they provide vs the needs of their members. Through conducting consistent, annual member satisfaction surveys, the organization can identify areas in need of improvement and track progress on previous efforts. Additionally, regular surveys demonstrate the company’s commitment to listening to and addressing member feedback, which can improve overall trust in, and perception of, the company.

Ultimately, these efforts can help to build a more positive reputation, increase member retention, and attract new members who are looking for high-quality, patient-centered care.

A member satisfaction study can be a valuable tool for healthcare organizations looking to improve their services and support.

Contact RMS to learn how we can help you conduct member satisfaction research and gain valuable insights into what your members really need and expect from your organization.

Relational RMS Blogs:

How to Overcome Common Barriers to Employee Satisfaction Surveys
Satisfaction Surveys for the Win
8 Benefits of Using an Employee Survey

About the Author – Ryan Moore

As RMS Research Coordinator, Ryan assists the analytic team with managing projects, including designing surveys, survey programming, interviewing, analyzing data, and summary reporting. He works within the research department to interpret primary and secondary data, helping to identify key findings and trends. Ryan also assists in project recruitment.

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About RMS

Research & Marketing Strategies, Inc. (RMS) is a full-service market research firm in Central New York. Formed in 2002, RMS helps organizations that are looking to know more about their customers and/or potential customers. They conduct surveys, focus groups, mystery shopping, studies and analysis. Each project is customized and gets personal attention by the best in the business. RMS has a reputation for getting results and offers an independent means to conduct telephone, on-line and mail surveying, In-depth interviews, intercept interviews, and participant recruitment as well as focus group hosting through QualiSight, its onsite call center and focus group facility. Taking advantage of the region’s reputation for being a great market study barometer, RMS recruits and moderates for focus groups, community forums and town meetings.