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Experience of Care

The voice of the customer is important in evaluating Medicaid plans. Hearing from our customers provides us with useful information on what we are doing well. It also lets us know what we could be doing better. Medicaid is required to report out on our customers’ experience of care. The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey looks at health care performance from the customer’s point of view.
The Department of Vermont Health Access reports on the following areas of service and care delivery:

  • Getting Care Quickly
  • Getting Needed Care
  • Customer Service
  • Overall Ratings

Vermont Medicaid's Experience of Care Scorecard

More about the CAHPS Survey