SCAN member Rose M. received a letter from The Centers for Medicare and Medicaid Services (Medicare) letting her know she’d been chosen to fill out a survey about her healthcare experiences. But Rose is happy on the whole with SCAN, her doctor and the care she receives, so when the survey arrived a few weeks later, she figured there was no reason to fill it out.
What Rose doesn’t know is this: When she chose not to complete the survey, she also passed up an opportunity to help maintain and even improve on the level of care she’s come to appreciate. That’s because Medicare, SCAN and your healthcare providers consider all feedback—complaints to compliments—when making decisions that affect the quality of healthcare and coverage you receive.
For example, if you report that using the free gym membership in your SCAN plan has helped you manage chronic pain, we understand the value this benefit brings to our members.
Your input also affects the star rating SCAN earns from Medicare each year. When a plan receives four or more stars, Medicare rewards that level of quality with bonus payments.
As you may know, SCAN is a not-for-profit company, so the bonuses we earn from our star ratings enable us to offer the comprehensive benefits our members appreciate year after year.
You should also know that some surveys, like those from Medicare, are sent only to a select group of individuals chosen to represent the plan’s membership. So, your answers count even more because you’re speaking for others, too.