Member Experience Survey

1. Can you easily find information you need about your plan and benefits on the Valley Health Plan website?

I have never used the Valley Health Plan website.

It is quick and easy for me to find what I need.

I can find what I need, but it takes some time.

I cannot find the information I need on the website and would call Member Services at Valley Health Plan for assistance.

3. Do you know what your Evidence of Coverage is? Select all that apply.

I don’t know what the Evidence of Coverage is.

I understand that I can find information on my benefits in the Evidence of Coverage.

I understand that I can find information on how to access services in the Evidence of Coverage.

I understand that I can find information on my rights as a health care consumer in the Evidence of Coverage.

I understand that the Evidence of Coverage is my handbook from my health plan that is updated on an annual basis.

4. How would you find your rights as a member? Select all that apply.

I don’t know what I would do.

I would call Member Services at Valley Health Plan.

I would look on the Valley Health Plan website.

I would look in the Evidence of Coverage.

6. What would you do to select and/or change your primary care practitioner? Please select all that apply.

I don’t know what a primary care practitioner is.

I don’t know why I would see a primary care practitioner.

I would call Member Services at Valley Health Plan.

I would look on the Valley Health Plan website.

I understand that if I do not select my primary care practitioner, Valley Health Plan will assign one to me.

7. If you need to see a specialist, what would you do? Select all that apply.

I don’t know what I would do.

I would call the specialist directly.

I would contact my primary care practitioner about my needs and decide on the best specialist for my care.

8. What would you do to check if your benefit is or is not covered? Select all that apply.

I don’t know what I would do.

I would check the Evidence of Coverage online.

I would call Member Services at Valley Health Plan.

9. What would you do to check if your medication is covered? Select all that apply.

I don’t know what I would do.

I would check the Formulary online.

I would call Member Services at Valley Health Plan.

10. Do you feel confident that you understand how to use your health insurance?

Yes

11. If you need medical care after your primary care practitioner’s office is closed and it is not an emergency, what would you do? Select all that apply.

I don’t know what I would do.

I would leave a message with my primary care practitioner's office.

I would go to urgent and/or emergency care.

I would call the Nurse Advice Line.

12. Are you aware that telehealth (virtual visits through phone or video calls) is available?

Yes

14. When is the last time you saw your primary care practitioner?

Less than 6 months ago

6-12 months ago

12-24 months ago

More than 24 months ago

16. How important is preventive care?

Very important

Somewhat important

Not important

17. Did you know all preventive services are free?

I don’t know what preventive services are.

Yes

18. How often are you compliant with your prescriptions?

Always

Frequently

Sometimes

Infrequently

Never

19. Do you take medicine as frequently as your provider recommends?

Yes

20. Have you avoided health care due to out-of-pocket costs?

Yes

21. How often do you use behavioral health services?

On a regular basis

As needed or when episodes occur

Rarely

Never

22. Do you need a provider who speaks a language other than English?

Yes

If “Yes,” how did you receive language assistance during your visits?

The provider’s office had staff available to translate.

The staff used an interpreter over the phone to help translate.

The staff used a tablet or electronic device with video to help translate.

I provided my own translation with a friend or family member.

The staff was unable to assist with translation.

The staff helped translate in another way. Please describe:

23. What is your preferred spoken language? Select all that apply.

English

Spanish

Vietnamese

Mandarin

Cantonese

Farsi

Tagalog

Other:

24. What is your preferred written language? Select all that apply.

English

Spanish

Vietnamese

Mandarin

Cantonese

Farsi

Tagalog

Other:

25. What is your age?

18-24

25-34

35-44

45-54

55-64

65-74

75 or older

26. What is your race/ethnicity? Select all that apply.

American Indian or Alaska Native

Asian

Black or African American

Hispanic or Latino

Native Hawaiian or Other Pacific Islander

White

Other, please specify:

Decline to state

27. What was your sex as assigned at birth?

Male

Female

Unknown

Decline to state

28. What gender do you identify as?

Male

Female

Transgender (trans) male

Transgender (trans) female

Genderqueer, neither exclusively male nor female

Additional gender category or other, please specify:

Decline to state

29. What is your sexual orientation?

Lesbian, gay, or homosexual

Straight or heterosexual

Other, please specify:

Don’t Know

Decline to state

30. What are your pronouns?

They/Them

He/Him

She/Her

Other, please specify:

Decline to state

31. What is your annual household income?

Less than $50,000

$50,000-$74,999

$75,000-$119,999

$120,000-$170,000

Greater than $170,000

Member Experience Survey

Information and Ease of Use