This measure comes from the annual Adult and Child Consumer Assessment of Healthcare Providers & Systems (CAHPS) survey, which are questionnaires developed jointly by the Agency for Healthcare Research and Quality (AHRQ) and the National Committee for Quality Assurance.

The survey draws as potential respondents the adult and child members of Vermont Medicaid who were continuously enrolled in the plan for at least 6 months, with no more than one enrollment gap of 45 days or less. 

The data in the graph above represents the % of surveyed adult Vermont Medicaid members who responded "usually" or "always" when asked if customer service gave necessary information or help and whether customer service staff were curteous and respectful. Vermont Medicaid monitors this as an important customer service indicator. Vermont Medicaid has been conducting this survey, following nationally certified protocol, annually since 2014. During that time period, our performance on this measure has improved, including during CY 2020's COVID-19 pandemic. We are on par with the national Medicaid health plan average for this composite measure.