As part of Quality Improvement, TakeCare not only focuses on the clinical quality and effectiveness of care, but also on your experience or care received from our Network Provider. Each year, TakeCare conducts a member survey – Consumer Assessment of Healthcare Providers and Systems (CAHPS®), developed by the Agency for Healthcare Research and Quality (AHRQ). TakeCare partners with Press Ganey (PG), a National Committee for Quality Assurance (NCQA) certified Survey Vendor to conduct the survey.

Early this year, a random sample of TakeCare members were surveyed to rate the services received based on the health care needs, experience in the receiving care, and the perception of the service quality provided. The questions were rated using a percentage or responses based on a 0-10-point scale, with 0 being “worst possible” and 10 being “best possible” or a response of “Never”, “Sometimes”, Usually”, “Always” or “Don’t know. The results combined all scores of 8, 9, and 10 or those that responded “usually” or “always”.

Here is a summary of results compared to last year:

Overall, the ratings of the distinct measures have positively increased apart from the rating of specialists. Guam continues to face a unique challenge with limited provider network and access to specialty care on-island. There are opportunities to be made here by submitting timely off-island referrals as well as utilizing telehealth for services not available on the island.

Sometime early next year, another round of survey will be sent out to random TakeCare members. If selected, please complete the survey requested. Your opinion is valuable to us, and we appreciate your feedback as this helps us direct our operational quality improvement initiatives.