For information on SCAN’s response to the coronavirus (COVID-19), click here. SCAN members: for guidance in getting care during the current states of emergency and other FAQs, click here.
Ask Member Services
I heard that Member Services hours are changing on April 1. Why is that?
The busiest time for Member Services begins each October and continues into the new year. That’s when we’re getting many calls from prospective and new members during open enrollment, and also from members wanting to know more about the new year’s benefit changes. Come April, though, things settle down a bit, so Member Services’ hours scale down from seven days to five days a week. Of course, you can still reach Member Services at any time by leaving a voicemail or sending an email with your question. Someone will get back to you within one business day.
>> Members Services’ new hours (starting April 1): Monday through Friday, 8 a.m. to 8 p.m.
What’s this survey that came in the mail? Should I bother filling it out?
This is survey season in the Medicare world, so it could be that you’re one of the people randomly chosen to receive a questionnaire.
There are two types of surveys you might receive from the Centers for Medicaid and Medicare Services (CMS), which runs Medicare:
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey asks questions about your experiences with different aspects of your care and how happy you are with SCAN and your doctors.
The Health Outcomes Survey (HOS) asks about your health and how it affects your overall quality of life and the things you do from day to day.
So yes, if you receive one of these surveys, please respond to it—even if everything is going well! Medicare uses the surveys to find out whether you’re getting the care you need to stay healthy. And the surveys are part of what Medicare considers for the 5-Star quality rating system.