Share Your Feedback in Our Member Experience Survey

Each year, San Francisco Health Plan (SFHP) sends a Member Experience Survey to about 2,000 adult members. This survey is formally known as the Consumer Assessment of Healthcare Providers and Systems (CAHPS). It measures a patient’s experiences with their health care and health plan in the last 6 months.

If you receive the survey, please respond. Your feedback helps you and all other SFHP members get better overall care. It also helps people who are choosing a health plan decide if SFHP is right for them.

Learn more about the survey below, and why filling it out is so important for your care.

What Is the Member Experience Survey?

The Member Experience Survey is private and asks about your health care experience as a patient. SFHP reviews these survey results to understand what you like about your health care and where we need to improve to provide you with even better care.

What Does the Survey Ask?

The Member Experience Survey asks how your health care has been in the last 6 months. It asks questions about:

  • Scheduling health visits with your doctor or a specialist. You should be able to schedule a health visit with your primary care provider* (PCP) or a specialist within our Timely Access Standards of 10 to 15 business days (2-3 weeks) for a health issue that is not urgent.
  • Getting needed tests, care, or treatment. For example, if you need medicine, your PCP can order it for you at any pharmacy. You do not have to pay for medications covered by Medi-Cal Rx. To check if your medicine is covered, visit Medi-Cal Rx.
  • How well your doctors communicate. You and your doctor are partners in your health care. Your doctor should be able to explain things in a way you can understand and listen to your questions and concerns. To change or search for a PCP at any time, visit Find a Provider.
  • How easy it is to get support from SFHP. Your health matters to SFHP, and we are here to help or share information whenever you need it. Contact Customer Service with your questions or concerns.

When Is the Survey Sent?

The survey is sent each year between February and May. You may receive the survey in the mail, by email, or as a phone call. Please fill out and return your survey to help make sure your voice is heard.

Sharing your thoughts can help SFHP improve your health care. So please let us know – how are we doing?

*A primary care provider (PCP) is the doctor, physician assistant, or nurse practitioner in charge of your health care.

More Help from SFHP

  • Customer Service: Our team can answer your questions about benefits and health services. Call 1(415) 547-7800, 1(800) 288-5555 (toll-free) or 1(415) 547-7830 TTY. Monday to Friday, 8:30am to 5:30pm.
  • Interpreter Services: You can get an interpreter in-person or by phone for your health visits. When you make an appointment, ask for an interpreter at the same time.
  • Need a Ride? SFHP can help you get transportation to any medical appointment covered by Medi-Cal. Ask your provider or call Customer Service.
  • Interested in Medi-Cal Benefits? See if you or your family can get Medi-Cal through SFHP.

Learn more about your covered Medi-Cal benefits and services.