CMS-R-246 MA-PD Survey

MA & PDP CAHPS Survey
MA-PD Survey
INTIAL COVER LETTER
[SURVEY VENDOR LOGO]
[SURVEY VENDOR ADDRESS]

[PLAN LOGO ONLY NO ADDRESS]

Dear Medicare Beneficiary:
As a person with Medicare, you deserve to get the highest quality medical care when you need
it, from doctors that you trust. The Centers for Medicare & Medicaid Services (CMS) is the
federal agency that administers the Medicare program and its responsibility is to ensure that you
get high quality care at a reasonable price. One of the ways CMS can fulfill that responsibility is
to find out directly from you about the care you are currently receiving under the Medicare
program and your Medicare health plan.
CMS is conducting a survey of people in Medicare health plans to learn more about the health
care services you receive. Your name was selected at random by CMS from among the
enrollees in your health plan. We would greatly appreciate it if you would take the time, about 20
minutes, to fill out this questionnaire. The accuracy of the results depends on getting answers
from you and other people with Medicare selected for this survey. This is your opportunity to
help CMS and your health plan serve you better.
If you changed your Medicare plan for 2016, please answer the questions in the survey thinking
about your experiences in the last six months of 2015. All information you provide will be held in
confidence and is protected by the Privacy Act. The information you provide will not be shared
with anyone other than authorized persons at CMS and [SURVEY VENDOR NAME]. You do
not have to participate in this survey. Your help is voluntary, and your decision to
participate or not to participate will not affect your Medicare benefits in any way.
However, your knowledge and experiences will help other people with Medicare make more
informed choices about their health plan, so we hope you will choose to help us.
If you have any questions about the survey, please call [VENDOR DESIGNATE] with [SURVEY
VENDOR NAME] toll-free at 1-XXX-XXXX, Monday through Friday, between XX:XX a.m. and
XX:XX p.m.
Thank you in advance for your participation.
Sincerely,

Signature
[SENIOR OFFICIAL OF SURVEY VENDOR]
Nota: Si le gustaría recibir una copia de la encuesta en español, por favor llame gratis a
[VENDOR DESIGNATE] de [SURVEY VENDOR NAME] al 1-xxx- xxx-xxxx de lunes a viernes
entre XX:XX a.m. y XX:XX p.m.

1

“Medicare Satisfaction Survey”
Medicare Advantage Prescription Drug Survey
MEDICARE SURVEY INSTRUCTIONS
This survey asks about you and the health care you received in the last six months.
Answer each question thinking about yourself. Please take the time to complete this
survey. Your answers are very important to us. Please return the survey with your
answers in the enclosed postage-paid envelope to [Survey Vendor].


Answer all the questions by putting an “X” in the box to the left of your answer, like
this:
Yes



Be sure to read all the answer choices given before marking your answer.
 You are sometimes told not to answer some questions in this survey. When this
happens you will see an arrow with a note that tells you what question to answer
next, like this: [If No, Go to Question 3]. See the example below:

EXAMPLE
1. Do you wear a hearing aid now?
Yes
No If No, Go to Question 3
2. How long have you been wearing a hearing aid?
Less than one year
1 to 3 years
More than 3 years
I don’t wear a hearing aid
3. In the last 6 months, did you have any headaches?
Yes
No
According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of
information unless it displays a valid OMB control number. The valid OMB control number for this information
collection is 0938-0732. The time required to complete this information collection is estimated to average 20
minutes, including the time to review instructions, search existing data resources, gather the data needed, and
complete and review the information collection. If you have comments concerning the accuracy of the time
estimate(s) or suggestions for improving this form, please write to: CMS, 7500 Security Boulevard, Attn: PRA
Reports Clearance Officer, Mail Stop C1-25-05, Baltimore, Maryland 21244-1850.

1.

Our records show that in 2014 your
health services were covered by the
plan named on the back page. Is that
right?

5.

Yes If Yes, Go to Question 3
No
2.

Please write below the name of
the health plan you had in 2014
and complete the rest of the
survey based on the experiences
you had with that plan. (Please
print)

Yes
No If No, Go to Question 7
6.

In the last 6 months, did you have an
illness, injury, or condition that
needed care right away in a clinic,
emergency room, or doctor’s office?
Yes
No If No, Go to Question 5

4.

In the last 6 months, when you
needed care right away, how often
did you get care as soon as you
thought you needed?
Never
Sometimes
Usually
Always

In the last 6 months, not counting
the times you needed care right
away, how often did you get an
appointment for your health care
at a doctor’s office or clinic as soon
as you thought you needed?
Never
Sometimes
Usually
Always

Your Health Care in the Last 6 Months
3.

In the last 6 months, not counting the
times you needed care right away, did
you make any appointments for your
health care at a doctor’s office or
clinic?

7.

In the last 6 months, not counting
the times you went to an
emergency room, how many times
did you go to a doctor’s office or
clinic to get health care for
yourself?
None If None, Go to Question 9
1
2
3
4
5 to 9
10 or more

3

8.

Wait time includes time spent in
the waiting room and exam room.
In the last 6 months, how often did
you see the person you came to
see within 15 minutes of your
appointment time?
Never
Sometimes
Usually
Always

9.

In the last 6 months, did you
phone a doctor’s office or clinic
with a medical question after
regular office hours?
Yes
No If No, Go to Question 12

10. In the last 6 months, when you
phoned a doctor’s office or clinic
after regular office hours, how
often did you get an answer to
your medical question as soon as
you needed?
Never
Sometimes
Usually
Always

4

11. In the last 6 months, when you
phoned a doctor’s office or clinic
after regular office hours, how
long did it take for someone to call
you back?
Less than 1 hour
1 to 3 hours
More than 3 hours but less
than 6 hours
More than 6 hours
I did not ask for a return call
I did not get a return call
I was told to go to the
Emergency Room
12. Using any number from 0 to 10,
where 0 is the worst health care
possible and 10 is the best health
care possible, what number would
you use to rate all your health care
in the last 6 months?
0 Worst health care possible
1
2
3
4
5
6
7
8
9
10 Best health care possible

Your Personal Doctor
13. A personal doctor is the one you
would see if you need a check-up,
want advice about a health
problem, or get sick or hurt. Do
you have a personal doctor?
Yes
No If No, Go to Question 33
14. In the last 6 months, how many
times did you visit your personal
doctor to get care for yourself?
None If None, Go to
Question 33
1
2
3
4
5 to 9
10 or more
15. In the last 6 months, how often did
your personal doctor explain
things in a way that was easy to
understand?
Never
Sometimes
Usually
Always
16. In the last 6 months, how often did
your personal doctor listen
carefully to you?

17. In the last 6 months, how often did
your personal doctor show respect
for what you had to say?
Never
Sometimes
Usually
Always
18. In the last 6 months, how often did
your personal doctor spend
enough time with you?
Never
Sometimes
Usually
Always
19. Using any number from 0 to 10,
where 0 is the worst personal
doctor possible and 10 is the best
personal doctor possible, what
number would you use to rate
your personal doctor?
0 Worst personal doctor
possible
1
2
3
4
5
6
7
8
9
10 Best personal doctor
possible

Never
Sometimes
Usually
Always

5

20.

In the last 6 months, when you
visited your personal doctor for a
scheduled appointment, how
often did he or she have your
medical records or other
information about your care?
Never
Sometimes
Usually
Always

21. In the last 6 months, did your
personal doctor order a blood test,
x-ray or other test for you?
Yes
No If No, Go to Question 24
22. In the last 6 months, when your
personal doctor ordered a blood
test, x-ray or other test for you,
how often did someone from your
personal doctor’s office follow up
to give you those results?
Never If Never, Go to
Question 24
Sometimes
Usually
Always
23. In the last 6 months, when your
personal doctor ordered a blood test,
x-ray or other test for you, how often
did you get those results as soon as
you needed them?
Never
Sometimes
Usually
Always

6

24. In the last 6 months, did you take any
prescription medicine?
Yes
No If No, Go to Question 26
25. In the last 6 months, how often did
you and your personal doctor talk
about all the prescription medicines
you were taking?
Never
Sometimes
Usually
Always
26. Doctors may use computers or
handheld devices during an office
visit to do things like look up your
information or order prescription
medicines. In the last 6 months,
did your personal doctor use a
computer or handheld device
during any of your visits?
Yes
No If No, Go to Question 29
27. During your visits in the last 6
months, was your personal
doctor’s use of a computer or
handheld device helpful to you?
Yes, a lot
Yes, a little
No, not at all

28. During your visits in the last 6
months, did your personal doctor’s
use of a computer or handheld
device make it harder or easier for
you to talk to him or her?
Harder
Not harder or easier
Easier
29.

In the last 6 months, did you get care
from more than one kind of health
care provider or use more than one
kind of health care service?
Yes
No If No, Go to Question
32

30. In the last 6 months, did you need
help from anyone in your personal
doctor’s office to manage your care
among these different providers and
services?
Yes
No  If No, Go to Question
32
31. In the last 6 months, did you get the
help you needed from your personal
doctor’s office to manage your care
among these different providers and
services?

32. Visit notes sum up what was talked
about on a visit to a doctor’s office.
Visit notes may be available on paper,
on a website or by e-mail. In the last 6
months, did anyone in your personal
doctor’s office offer you visit notes?
Yes
No
Getting Health Care From Specialists
33. Specialists are doctors like
surgeons, heart doctors, allergy
doctors, skin doctors, and other
doctors who specialize in one area
of health care. Is your personal
doctor a specialist?
Yes If Yes, Please include your
personal doctor as you
answer these questions
about specialists
No
I do not have a personal doctor
34. In the last 6 months, did you try to
make any appointments to see a
specialist?
Yes
No If No, Go to Question 39
Someone else made my
specialist appointments for me

Yes, definitely
Yes, somewhat
No

7

35. In the last 6 months, how often
was it easy to get appointments
with specialists?
Never
Sometimes
Usually
Always
Someone else made my
specialist appointments for me
36. How many specialists have you
seen in the last 6 months?
None If None, Go to
Question 39
1 specialist
2
3
4
5 or more specialists
37. We want to know your rating of
the specialist you saw most often
in the last 6 months. Using any
number from 0 to 10, where 0 is
the worst specialist possible and
10 is the best specialist possible,
what number would you use to
rate that specialist?
0 Worst specialist possible
1
2
3
4
5
6
7
8
9
10 Best specialist possible

8

38. In the last 6 months, how often did
your personal doctor seem
informed and up-to-date about the
care you got from specialists?
Never
Sometimes
Usually
Always
I do not have a personal doctor
I did not visit my personal
doctor in the last 6 months
My personal doctor is a
specialist
Your Health Plan
39. In the last 6 months, did you try to
get any kind of care, tests or
treatment through your health
plan?
Yes
No If No, Go to Question 41
40. In the last 6 months, how often
was it easy to get the care, tests or
treatment you thought you
needed through your health plan?
Never
Sometimes
Usually
Always
41. In the last 6 months, did you try to
get information or help from your
health plan’s customer service?
Yes
No If No, Go to Question 44

42. In the last 6 months, how often did
your health plan’s customer
service give you the information or
help you needed?
Never
Sometimes
Usually
Always
43. In the last 6 months, how often did
your health plan’s customer
service staff treat you with
courtesy and respect?
Never
Sometimes
Usually
Always
44. In the last 6 months, did your
health plan give you any forms to
fill out?
Yes
No If No, Go to Question 46
45. In the last 6 months, how often
were the forms from your health
plan easy to fill out?
Never
Sometimes
Usually
Always

46. Using any number from 0 to 10,
where 0 is the worst health plan
possible and 10 is the best health
plan possible, what number would
you use to rate your health plan?
0 Worst health plan possible
1
2
3
4
5
6
7
8
9
10 Best health plan possible
47. In the last 6 months, did anyone
from a doctor’s office or your
health plan contact you:
Yes

No

a. To remind you to
make appointments
for tests or
treatment?
b. To remind you to
get a flu shot or
other immunization?
c. To remind you
about screening
tests such as breast
cancer or colorectal
cancer screening?

9

48. In the last 6 months, did you spend
one or more nights in a hospital?
Yes
No If No, Go to Question 50

49. In the last 6 months, did anyone
from a doctor’s office or your
health plan contact you to follow
up about your hospital stay?
Yes
No

Your Medicare Rights
50. In the last 6 months, was there a
time when you believed you
needed care or services that your
health plan decided not to give
you?
Yes
No If No, Go to Question 53
51. In the last 6 months, have you ever
asked anyone at your health plan
to reconsider a decision not to
provide or pay for health care or
services?
Yes
No If No, Go to Question 53
Don’t know If Don’t know, Go
to Question 53

10

52. When you spoke to your health plan
about the decision not to provide
care or services, did they…
Please mark one or more.
Tell you that you can file an
appeal
Offer to send you forms that
you need in order to file an
appeal
Suggest how to resolve your
complaint
Listen to your complaint but
did not help to resolve it
Discourage you from taking
action
Do none of these things
53. In the last 6 months, have you
called or written your health plan
with a complaint or problem?
Yes
No If No, Go to Question 57
54. Thinking about the complaint
process, regardless of whether you
agree or disagree with the final
outcome, how satisfied are you
with how your health plan handled
your complaint?
Very dissatisfied
Somewhat dissatisfied
Neither dissatisfied nor
satisfied
Somewhat satisfied
Very satisfied

55. How long did it take for your
health plan to settle your
complaint?
Same day
1 week
2 weeks
3 weeks
4 or more weeks
I am still waiting for it to be
settled
56. Was your complaint or problem
settled to your satisfaction?
Yes
No
I am still waiting for it to be
settled
Your Prescription Drug Plan
Now we would like to ask you some
questions about the prescription drug
coverage you get through your
prescription drug plan.
57. You contact customer service to
get information about what is
covered and how to use a drug
plan. In the last 6 months, did you
try to get information or help
about prescriptions from your
prescription drug plan’s customer
service?
Yes
No If No, Go to Question 60

58. In the last 6 months, how often did
your prescription drug plan’s
customer service give you the
information or help you needed
about prescription drugs?
Never
Sometimes
Usually
Always
I did not try to get information
or help from my prescription
drug plan’s customer service in
the last 6 months Go to
Question
60
59. In the last 6 months, how often did
your prescription drug plan’s
customer service staff treat you
with courtesy and respect when
you tried to get information or
help about prescription drugs?
Never
Sometimes
Usually
Always
I did not try to get information
or help from my prescription
drug plan’s customer service in
the last 6 months
60. In the last 6 months, did you try to
get information from your
prescription drug plan about which
prescription medicines were
covered?
Yes
No If No, Go to Question 62

11

61. In the last 6 months, how often did
your prescription drug plan’s
customer service give you all the
information you needed about
which prescription medicines were
covered?
Never
Sometimes
Usually
Always
I did not try to get information
or help from my prescription
drug plan’s customer service in
the last 6 months
62. In the last 6 months, did you try to
get information from your
prescription drug plan about how
much you would have to pay for
your prescription medicines?
Yes
No If No, Go to Question 64
63. In the last 6 months, how often did
your prescription drug plan’s
customer service give you all the
information you needed about
how much you would have to pay
for your prescription medicines?
Never
Sometimes
Usually
Always
I did not try to get information
or help from my prescription
drug plan’s customer service in
the last 6 months

12

64. In the last 6 months, how many
different prescription medicines
did you fill or have refilled?
None
1 to 2 medicines
3 to 5 medicines
6 or more medicines
65. In the last 6 months, did a doctor
prescribe a medicine for you that
your prescription drug plan did not
cover?
Yes
No If No, Go to Question 68
66. When this happened, did you
contact your prescription drug
plan to ask them to cover the
medicine your doctor prescribed?
Yes
No If No, Go to Question 68
All my prescribed medicines
are covered Go to Question
68

67. When you contacted your
prescription drug plan about the
decision not to cover a
prescription medicine did they…

69. In the last 6 months, how often
was it easy to use your
prescription drug plan to get the
medicines your doctor prescribed?

Please mark one or more.

Never
Sometimes
Usually
Always
I did not use my prescription
drug plan to get any medicines
in the last 6 months

Tell you that you can file an
appeal
Offer to send you forms that
you need in order to file an
appeal
Suggest how to resolve your
complaint
Listen to your complaint but
did not help to resolve it
Discourage you from taking
action
Do none of the above
All my prescribed medicines
were covered

70. In the last 6 months, did you ever
use your prescription drug plan to
fill a prescription at your local
pharmacy?
Yes
No If No, Go to Question 72
71. In the last 6 months, how often
was it easy to use your
prescription drug plan to fill a
prescription at your local
pharmacy?

68. In the last 6 months, did anyone
from a doctor’s office, pharmacy
or your prescription drug plan
contact you:
Yes
a. To make sure you
filled or refilled a
prescription?
b. To make sure you
were taking
medications as
directed?

No

Never
Sometimes
Usually
Always
I did not use my prescription
drug plan to fill a prescription
at my local pharmacy in the
last 6 months

13

72. In the last 6 months, did you ever
use your prescription drug plan to
fill a prescription by mail?
Yes
No If No, Go to Question 74
I am not sure if my drug plan
offers prescriptions by mail
Go to Question 74
73. In the last 6 months, how often
was it easy to use your
prescription drug plan to fill a
prescription by mail?
Never
Sometimes
Usually
Always
I did not use my prescription
drug plan to fill a prescription
by mail in the last 6 months
I am not sure if my drug plan
offers prescriptions by mail

74. Using any number from 0 to 10,
where 0 is the worst prescription
drug plan possible and 10 is the
best prescription drug plan
possible, what number would you
use to rate your prescription drug
plan?
0 Worst prescription drug
plan possible
1
2
3
4
5
6
7
8
9
10 Best prescription drug plan
possible
75. Would you recommend your
prescription drug plan for
coverage of prescription drugs to
other people like yourself?
Definitely yes
Somewhat yes
Somewhat no
Definitely no
About You
76. In general, how would you rate
your overall health?
Excellent
Very good
Good
Fair
Poor

14

77. In general, how would you rate
your overall mental or emotional
health?
Excellent
Very good
Good
Fair
Poor
78. In the past 12 months, have you
seen a doctor or other health
provider 3 or more times for the
same condition or problem?
Yes
No If No, Go to Question 80
79. Is this a condition or problem that
has lasted for at least 3 months?
Yes
No
80. Do you now need or take any
medicine prescribed by a doctor
for any condition?
Yes
No If No, Go to Question 82
81. Is this to treat a condition that has
lasted for at least 3 months?
Yes
No

82. In the last 6 months, did you delay
or not fill a prescription because
you felt you could not afford it?
Yes
No
My doctor did not prescribe
any medicines for me in the
last 6 months
83. In the last 6 months, did you
receive any mail order medicines
that you did not request?
Yes
No
Don’t know
84. Has a doctor ever told you that
you had any of the following
conditions?
Yes
a. A heart attack?
b. Angina or coronary
heart disease?
c. Hypertension
or high blood
pressure?
d. Cancer, other than
skin cancer?
e. Emphysema, asthma
or COPD (chronic
obstructive pulmonary disease)?
f. Any kind of diabetes
or high blood
sugar?

No

15

85. Have you had a flu shot since July
1, 2015?
Yes
No
Don’t know
86. Have you ever had a pneumonia
shot? This shot is usually given
only once or twice in a person’s
lifetime and is different from a flu
shot. It is also called the
pneumococcal vaccine.
Yes
No
Don’t know
87. Do you now smoke cigarettes or
use tobacco every day, some days,
or not at all?
Every day
Some days
Not at all If Not at all, Go to
Question 89
Don’t know If Don’t know,
Go to Question
89
88. In the last 6 months, how often
were you advised to quit smoking
or using tobacco by a doctor or
other health provider?
Never
Sometimes
Usually
Always
I had no visits in the last 6
months

16

89. What is the highest grade or level
of school that you have
completed?
8th grade or less
Some high school, but did not
graduate
High school graduate or GED
Some college or 2-year degree
4-year college graduate
More than 4-year college
degree
90. Are you of Hispanic or Latino origin
or descent?
Yes, Hispanic or Latino
No, not Hispanic or Latino

91. What is your race? Please mark
one or more.
White
Black or African-American
Asian
Native Hawaiian or other Pacific
Islander
American Indian or Alaska Native
92. How many people live in your
household now, including
yourself?
1 person
2 to 3 people
4 or more people

93.

95. How did that person help you?
Please mark one or more.

The Medicare Program is trying to
learn more about the health care
or services provided to people with
Medicare. May Medicare contact
you again about the health care
services that you received?

Read the questions to me
Wrote down the answers I
gave
Answered the questions for me
Translated the questions into
my language
Helped in some other way

Yes
No
94. Did someone help you complete
this survey?
Yes
No  Thank you. Please
return the completed
survey in the postagepaid envelope.

Thank you.

Please return the completed survey in the postage-paid envelope.

[SURVEY VENDOR ADDRESS]

Contract Name: _____________________

17