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Satisfaction Surveys

PerformCare completes annual Member and Provider Satisfaction Surveys to understand how well we meet Member and Provider needs. The Consumer and Family Satisfaction Team Surveys are completed in addition to the PerformCare Member Surveys to further gather information from Members on their satisfaction with services they received. The surveys are done separately and information regarding how each survey is completed is noted below.

Member Satisfaction Survey

PerformCare conducts annual Member Satisfaction surveys to determine how well we meet Member needs and to assess Member experience with services funded through PerformCare. PerformCare uses modified versions of the Consumer Assessment of Healthcare Providers and Systems’ (CAHPS®) Experience of Care and Health Outcomes (ECHO®) Survey. Separate questionnaire versions were created for both adult and child populations. PerformCare contracts with a vendor, Morpace, for the data collection and analysis.

The topics explored in the Member Satisfaction survey included:

  • Getting Treatment Quickly.
  • How well Clinicians Communicate.
  • Comfortable with Counseling or Treatment.
  • Health Promotion and Education.
  • Perceived Improvement.
  • Member-Centered Care.
  • PerformCare Involvement for Counseling or Treatment.

A webinar is held each year to review the results of the Member Satisfaction Surveys. If you missed the live webinar, please review our archives of PerformCare presentations.

Consumer and Family Satisfaction Team (C/FST) Surveys

The purpose of the HealthChoices C/FST Program is to determine whether PerformCare Members (child/adolescent and adult) and their families are satisfied with PerformCare and the services they received. It also helps ensure that problems related to services access, delivery, outcomes, recovery, and resiliency are identified and resolved in a timely manner.

The process serves as a complement to other survey practices, such as the annual Member Satisfaction Surveys conducted by PerformCare. C/FST survey information is primarily gathered through face-to-face interviews with PerformCare Members and their families. C/FST surveys are completed by external agencies that are contracted by each primary contractor in the region they represent.

PerformCare receives responses from the C/FST programs, which identify strengths, opportunities, and areas where initiatives could have a beneficial impact on outcomes for PerformCare Members. In addition to many other areas of focus, there are three areas of focus that all C/FST programs use in assessing Member satisfaction related to services within the PerformCare provider network.

In accordance with Appendix L of the Commonwealth of Pennsylvania Department of Human Services HealthChoices Behavioral Health Program, Program Standards and Requirements, findings related to these three particular areas of focus are captured by the following three survey questions. The established benchmark is a 90 percent satisfaction rating.

  1. In the last 12 months, were you able to get the help you needed? 
  2. Were you given the chance to make treatment decisions? 
  3. What effect has the treatment you received had on the quality of your life?

Provider Satisfaction Surveys

The HealthChoices Program Standards and Requirements (PSR) requires primary contractors, or the Behavioral Healthcare-Managed Care Organization or subcontractor, to assess Provider satisfaction through an annual Provider Satisfaction Survey. The areas addressed by the survey must include (at a minimum): Claims Processing, Provider Relations, Credentialing, Authorizations, Service Management and Quality Management. PerformCare also adds a few additional categories to ensure that the Provider’s experiences with PerformCare are captured.

PerformCare conducts Provider Satisfaction Surveys for the Capital and Franklin/Fulton regions. In the Bedford/Somerset region, Behavioral Health Services of Somerset and Bedford Counties (BHSSBC) completes the Provider Satisfaction Survey. An additional Provider survey is also completed by Capital Area Behavioral Health (CABHC) for Capital region Providers. PerformCare reviews information from all surveys and report findings, results, and plans for future directions at the Quality Improvement-Utilization Management Committee meetings, and includes this information in the Annual Program Evaluation.