MEMBER SURVEY

Community First Health Plans is conducting research on various types of interactions Members have while using their health plan. We thank you for choosing us, and we'd love to hear from you about your experiences as a Community First Member! This will help us make improvements to process and procedures. The survey should only take 5 minutes. Your responses are completely anonymous. We really appreciate your input!

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16%

About You

Which Community First health plan do you have?

Medicaid (STAR, STAR Kids, CHIP, CHIP Perinatal)

Commercial (Wallace Cook, University Family Care Plan)

Medicare (Medicare Advantage Alamo (HMO) , Medicare D-SNP)

Health Insurance Marketplace (University Community Care Plan)

Who is covered under this health plan?

My child/children

Myself (adult)

Family (combination of adult and child)

Survey Questions

1. Do you know what doctors, hospital, and clinics are in the Community First network (that you can see for care)?

Yes

2. In the last 12 months, were you able to get care when you/your child needed it?

Yes

2A. If no, what prevented you from getting care in a timely manner?

Waiting for authorization from my health plan

No provider available

Location of provider (i.e., too far, lack of transportation, etc.)

Other

3. What kind of care or treatment did you/your child need?

Primary Care

Specialty Care

Urgent Care

Emergency Care

Long-term Care

Hospice Care

Mental Healthcare

4. Over the last 12 months, has your doctor spent enough time with you/your child?

Yes

4A. On average, how much time did your doctor spend with you/your child during each appointment?

Less than 15 minutes

15 to 30 minutes

More than 30 minutes

4B. Did your doctor and their staff (nurses, medical assistants, front desk staff, etc.) answer your questions?

Yes

4C. If no, why didn’t you get answers to your questions?

Doctor/staff was too busy

I did not understand what doctor/staff said

Doctor/staff did not listen to me

I forgot to ask my questions

Other

5. In the last 12 months, could you get an appointment with a specialist for yourself or your child as soon as needed?

Yes

I/my child did not need to see a specialist

5A. If no, what prevented you from getting an appointment with a specialist in a timely manner?

No appointments available

Long wait for an appointment

Waiting for authorization from my health plan

Other

5B. What kind of specialist did you or your child see/need to see?

Pediatrician

OB/GYN

Dermatologist

Behavioral Health

Other

5C. How long did you have to wait for your appointment?

A few days

Two weeks

A month

Other

5D. Were you offered a telehealth appointment (by phone or video)?

Yes

5E. If yes, did you choose a telehealth appointment (by phone or video)?

Yes

5F. If no, why did you not choose a telehealth appointment?

I don't have the technology needed for this kind of appointment

I prefer in-person health care

Other

6. In the last 12 months, did you reach out to Community First Customer Service either through the Call Center or the Member Portal?

Yes, through the Call Center

Yes, through the Member Portal

Yes, through both the Call Center and the Member Portal

6A. What type of assistance did you request from Customer Service?

Change my primary care provider (PCP)

Authorization

Question about my bill

Other

6B. Did Customer Service give you the information or help you needed?

Yes

6C. If no, why didn’t you get the information or help you needed?

Staff member did not know the answer to my question

I was on hold for too long, so I hung up

I couldn’t find it on the Member Portal

Other

6D. Did Community First Customer Service treat you with courtesy and respect?

Yes

6E. If no, explain what happened.

Staff member was rude

Staff member did not listen to me

Staff member kept interrupting me

Other

7. In the last 12 months, was it easy to get therapy for your child? (Speech, Physical, Occupational)

Yes

My child did not need therapy/This question does not apply to me

7A. If no, why was it difficult to get therapy for your child?

No therapists available

Long wait for therapy appointments

Appointment was with a different doctor than the one I wanted to see

I had to wait for approval from my health plan (Community First)

I needed a therapist who speaks my language (not English)

Other

8. In the last 12 months, were you able to easily get your prescriptions?

Yes

8A. If no, why was it difficult to get your prescriptions?

No transportation to pharmacy

I had to wait for approval from my health plan (Community First) for my medicine

I could not get an appointment with my doctor to get my prescription or refill

Long wait time for pharmacy to fill my prescription

Other

8B. What pharmacy do you use?

CVS

H-E-B

University Health

Walgreens

Walmart

Other

9. Are you available for a follow-up call so that we can better address your questions/concerns related to this survey?

Yes (please add your contact information below)

No (survey complete, please click submit)

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