Alliance earns customer satisfaction award for pediatric care and earns high provider satisfaction scores


The Department of Health Care Services (DHCS) has recognized Central California Alliance for Health (the Alliance) with an award for outstanding performance in pediatric care for medium-sized health plans in 2021.

The award is based on the Alliance’s high score in the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey, which collected feedback from nearly 400 Alliance members.

Conducted annually by DHCS, the survey measures customer satisfaction in areas such as provider communication, customer service, and access to timely and needed care.  The Alliance relies on the feedback that it receives from members through the CAHPS survey to make appropriate changes and provide a better member experience.

This award is a result of strong partnerships with our providers and community partners, and their efforts to support our members. The Alliance is thankful to our partners for encouraging our members to participate in the survey.

Additionally, the Alliance contracts with an independent company to conduct an annual Provider Satisfaction Survey. In addition to assessing overall satisfaction with the Alliance, the survey measures provider satisfaction with access to urgent and routine care, Cultural and Linguistic Services, and the Provider Portal. Key findings and trends are closely tracked, and we use feedback to inform short-term and long-term initiatives.

The results for 2021 are in!

  • Eighty-nine percent of providers who responded indicated that they are completely or somewhat satisfied with the Alliance.
  • Ninety-nine percent indicated they would recommend the Alliance to other physicians.
  • In nearly all areas of core health plan operations, providers rated the Alliance at or near the 100th percentile compared to other health plans surveyed.

These results represent the highest satisfaction scores we have received to date for this survey. We are thrilled to be able to continue to support providers through this challenging time. The Alliance is committed to using providers’ candid feedback to advance our vision of healthy people and healthy communities.

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