Prior Authorization Patient Experience Survey

Welcome to the Prior Authorization Experience Survey. This survey asks about your experience with insurance prior authorization (pre-approval) for medical care or medications. It should take approximately 7–10 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. There are no right or wrong answers—we are interested in your honest opinions and experiences. All responses are confidential and will be reported only in aggregate. Please click 'Next' to begin.

Have you ever needed prior authorization (pre-approval from your health insurance) for medical care or medication?

• Yes, within the last 3 months
• Yes, 3–12 months ago
• Yes, more than 12 months ago
• No, I have never needed prior authorization
• Not sure

Who primarily handled your most recent prior authorization request?

• Doctor or clinic staff
• Me (the patient)
• A family member or caregiver
• Health insurance plan
• Pharmacy
• Don't know

Approximately how long did it take from when the prior authorization was submitted to when a decision was made?

• Same day (no delay)
• 1–3 days
• 4–14 days
• 15–30 days
• Over 30 days
• Still pending
• Don't know

To what extent did the prior authorization process delay your care or treatment?

Rank the following aspects of prior authorization from most frustrating (top) to least frustrating (bottom).

1. Not knowing the status of the request
2. Having to repeat information or submit forms multiple times
3. Long phone wait times
4. Conflicting information between insurer and provider
5. Last-minute denials or changes
6. Difficulty reaching the right person

If you could change one thing about the prior authorization process, what would it be?

What type of health insurance do you currently have?

• Employer-provided insurance
• Individual/marketplace plan (ACA)
• Medicare
• Medicaid
• Military/VA (TRICARE, VA)
• Uninsured
• Other
• Prefer not to say

Thank you for completing this survey. Your responses are confidential and will be used to help identify ways to improve the prior authorization experience for patients. If you have questions about this research, please contact the study team at the email provided in your invitation.

Which types of services or treatments required prior authorization? Select all that apply.

• Prescription medication
• Imaging (e.g., MRI, CT scan)
• Specialist visit or referral
• Surgery or procedure
• Durable medical equipment
• Lab tests
• Mental health or behavioral health services
• Physical therapy or rehabilitation
• Other (please specify)

Which communication channels were used during your most recent prior authorization process? Select all that apply.

• Phone calls
• Patient portal messages
• Paper forms
• Fax
• In person at the clinic
• Email
• Insurer website or app
• Pharmacy system or app
• Other (please specify)

Approximately how many total hours did you (or a caregiver) spend on your most recent prior authorization (e.g., phone calls, paperwork, follow-ups)?

• Less than 1 hour
• 1–3 hours
• 4–6 hours
• 7–10 hours
• More than 10 hours
• Don't know

To what extent did the prior authorization process cause you emotional stress or anxiety?

Which of the following, if any, were helpful during your prior authorization process? Select all that apply.

• Clear instructions from my provider
• A staff member handled the process for me
• Automatic status updates (text, email, or portal)
• Support with filing an appeal
• Financial assistance or copay card
• A dedicated phone line or team for prior authorization
• None of these

Based on your survey responses, we'd like to understand more about your prior authorization experience. What was the single most challenging part of the process for you?

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

What was the outcome of your most recent prior authorization request?

• Approved without changes
• Approved with an alternative (e.g., different drug or test)
• Approved after appeal
• Denied
• Still pending
• Don't know / Not sure

To what extent did the prior authorization process create a financial burden for you (e.g., unexpected costs, lost wages)?

How do you describe your gender?

• Woman
• Man
• Non-binary
• Another gender identity
• Prefer not to say

Overall, how clear was the prior authorization process (what was required of you and what steps to follow)?

To what extent did the prior authorization process disrupt your daily activities or responsibilities?

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college or trade school
• Associate degree
• Bachelor's degree
• Postgraduate or professional degree
• Prefer not to say