Here at Balance, we use a Member Experience Survey called CAHPS (Consumer Assessment of Healthcare Providers and Systems). The survey is a way for you to share your experience with your healthcare services. Your feedback helps us at Balance improve the quality of care you and others receive. The results from the survey are used to evaluate your care and your experience. Your feedback is important – if you received a survey to share your experience about the care and services you received, we urge you to complete it. Take the time to share your experience – your voice makes a difference!
Why is CAHPS Important for Your Member Experience?
- Helps improve your healthcare experience.
- Ensures your health plan and providers understand what works and what needs improvement.
- Helps us understand what you value in our healthcare journey. Provides insight to improve the overall member experience with healthcare.
- Improves healthcare services in your community.
Why You Should Answer the CAHPS Survey?
Your Experience Matters! Your feedback helps us improve your healthcare quality.
- Make a Difference – Help improve Member Experiences for you and others.
- Your feedback is confidential.
How to Complete the Survey?
- Look out for the survey – you may receive it by phone, mail, or email.
- Share your honest experience – tell us what worked well and what you would like to see us do better.
- Be on time – follow the instructions and send your responses on time.
NEED HELP? Ask Member Services
If you receive a CAHPS survey and need further assistance, contact Member Services at 1-888-775-7888 (TTY 1-877-681-8898)
October 1 – March 31: 7 days a week from 8 a.m. – 8 p.m.
April 1 – September 30: Monday – Friday, 8 a.m. – 8 p.m.
Visit In-person at:
- 445 Grant Ave, San Francisco CA 94108
- 386 Gellert Blvd, Daly City, CA 94015
- 388 9th Street, #125, Oakland, CA 94607
Monday – Friday, 9 a.m. – 5 p.m.
