2024 Member Satisfaction Survey
StayWell Insurance | November 20, 2024 | Maite, Guam
Our goal at StayWell is to serve beyond expectations, that includes striving to continuously improve the services we provide our members. We want to understand your health care needs, your experience in receiving care, and your perception of the service quality we provide you. To do this, we have been mailing/emailing a Consumer Assessment Health Plan survey (CAHPS) each year to a random number of households for the past 5 years. The Center for the Study of Services (CSS), a certified survey vendor, was selected by StayWell Insurance to conduct an independent Member Satisfaction Survey. In 2024, CSS sent a survey on behalf of StayWell to a random sample of 1,100 members. 267 surveys were completed, and we want to share these results with you.
The questions were rated utilizing a 0-10-point scale, with 0 being “worst possible” and 10 being “best possible.” The results combined all scores of 8, 9, and 10 and provided a percentage. Other questions were rated on a 5-point scale, and the results combined all the answers of “usually” and “always” and provided a percentage.
Here is how you rated us in 2024.
| CAHPS Measure | 2024 | 2022 | 2021 | 2020 | 2019 |
|---|---|---|---|---|---|
| Rating Example: A rating of 68% meant 68% of participants taking the survey granted StayWell a score of 8, 9, or 10 | |||||
| Rating of personal doctor | 77% | 82% | 77% | 81% | 68% |
| Rating of specialist provider network adequacy | 82% | 86% | 71% | 46% | 35% |
| Rating of timeliness of claims payments | 84% | 92% | 87% | 96% | 78% |
| Rating of resolution of claims payment problems | 84% | 92% | 86% | 96% | 73% |
| Rating of covered wellness and fitness programs | 50% | 49% | 47% | 41% | 33% |
| Rating Example: A rating of 73% meant 73% of participants taking the survey granted StayWell a score of “usually” and "always” | |||||
| How often did your health plan’s customer service treat you with courtesy and respect? | 98% | 94% | 97% | 95% | 94% |
While the differences between current-year results and those from 2022 are not statistically significant - indicating that they may be due to random variation – we are encouraged by your ongoing trust and support.
In addition, we are proud to share that StayWell earned an estimated 3-star rating (43.36%) for overall member satisfaction with the Health Plan, slightly surpassing the National Average of 43.26% based on the 2023 NCQA Quality Compass national benchmark.
We remain committed to making further improvements and continuing to provide excellent service in all areas that matter most to you.
If you receive this survey in the future, we kindly request that you take the time to complete it so we can better understand your needs. We assure you that we take your feedback seriously. StayWell Insurance values your opinion, and we are grateful you have chosen us to take the journey towards better health care.
Please contact Customer Care at 671-477-5091 ext. 1120 to update your contact information.